We booked this guest house online for 2 nights for our 1st wedding anniversary. The room we booked was the one with the queen size bed and fireplace.
Upon arrival the guest house was picture perfect, just like in the photos. It's run by a husband and wife, and the wife greeted us, sat us in the lounge with the fireplace going, served us tea/coffee and biscuits, and with a wealth of information about the local restaurants she helped us choose a perfect restaurant for our anniversary.
When we were shown our room, my husband first noticed the bed looked a bit small for a queen, and she explained that it was an "antique" queen. She did offer us another room with a more modern queen size bed, but it had no fireplace and was nowhere near as pretty as what we'd booked, so we rejected the offer.
That night we hardly slept. My husband struggled with the shortness and narrowness of the bed and decided there's no way it was a queen size bed. Even if the bed itself is "antique queen", the more modern mattress could only be a double.
So that morning he went to ask if we could change rooms. The husband-manager was on duty and he protested that we had been offered the other room and had rejected it. He whined that because of us he would have to make the bed and clean the room.
We moved all our stuff to the other room, which did have an actual queen size bed, and on our way back out we saw him making the bed in the original room, went to thank him and he outright ignored us. We apologised and he outright ignored us. When we saw him later in the day, he continued to ignore us, except for a creepy look he gave us.
We were so shocked and felt so uncomfortable being there, that if we hadn't already booked that second night online, we would have left that morning and stayed at a motel anywhere instead. But we were stuck there and wondered whether he'd spit in our breakfast the next morning. Fortunately the wife was back on duty the next morning and she was lovely. The husband remained creepy.
I mean, come on, if your guest has a problem you just deal with it and be gracious about it. That's what customer service is about. If they'd (or, the husband-manager) dealt with it properly, gave us the other room with no complaints and no attitude, it would have been fine.
Also they need to describe that bedroom with the fireplace as having a DOUBLE not a QUEEN. That's false advertising and most people expecting a queen will be very uncomfortable on that bed.
Oh one more detail: the rooms didn't have any tea/coffee facilities or TV, which means you have to go out into the lounge room with the other guests for those, which isn't nice if you're still in your pyjamas!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
30 December 2010
Subject: Finches Country Guesthouse
Location: Beechworth
Title: Owner response
ID#: 91055372
We would like to respond to the criticism of the review -
Firstly Finches of Beechworth was originally built in the 1880s. It has a heritage overlay over the house and gardens and this is part of the charm. Due to the overlay however we cannot alter many features of our beautiful home and consequently our original rooms are smaller than modern motel rooms. When decorating we have considered the Victorian period and also the guests comfort. To allow more movement and space the tea making facilities are placed within two metres of the room in question however as our compendium states and we emphasise on arrival 'please ask if you would like tea, coffee or any other refreshment'. We bring trays to the room on request.
Our compendium also states; you will not find TV in every room as we emphasise a quiet escape but if there is something special you would like to view, please use the lounge facilities or ask for a portable system (CD or DVD players are readily available). You may look at all our advertising and clearly states that we do not have tea making facilities or TVs in the rooms.
The guests in question were immediately shown to another room as it was explained to them that the bed was built in the 1880s and was a smaller bed than the others in the house. They were shown a garden room built in 1990 with beautiful views over our heritage garden. Still decorated in Victorian style the only missing item was an open fire place however as there are fireplaces in both the lounge and dining room we felt the guests would not miss out totally on the experience. They refused the offer.
It is not our intention to comment on the emotive language used in the review only to say that both of the owners and morning staff were embarrassed and upset by the attitude of these guests. Luckily our guest book shows nine years of happy contented guest comments and we are indeed fortunate to welcome many of them back to our house time and time again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC