out of 10
The process of advising us when we arrived that our en-suite shower wasn't working wasn't optimal. The staff at the counter weren't able to resolve the issue fully and the duty manager had 'gone home' - this isn't great for people checking in at 5pm. The manager should have been there. The resolution within the following hour was well handled and the £100 voucher, which we used to towards staying an extra night, in the Huxtable Suite, was appreciated and appropriate.
If you're going to promote yourself as a 'cut above', a bit more upmarket than average, and certainly the pricing suggests you do, then it's simply not acceptable for all the showers to be mouldy. Your cleaning regime should include the use of Mr Muscle Shine, to ensure there is no build up. In two of the three en-suites the space allowed for the toilet unit is far too small. I am only 12stone, but kept banging my elbows on the vanity unit....which had already been broken by someone doing the same thing. Likewise, there wasn't enough crockery and cutlery to ensure the dishwasher could be filled up - essentially it had to be put on between every meal. In a facility like yours, where pets are encouraged, why isn't there anywhere indoors we can go for a drink? Banning dogs from the bar is antediluvian. As we walked around the venue, which as I say is marketed and priced as a bit up market, why would I get confronted by shipping containers poorly camouflaged as wooden buildings? It's quite a good idea to put wooden covers around them, but for goodness sake put wooden doors on them as well to complete the 'look'. Also, make sure the (ugly!) container doors are kept closed when not in use, as the ones near us weren't! It's only right that you encourage recycling, but the bins in the lodges don't provide enough recycling capability. The outside bin area was just a mess - apparently colour coded, but all the large bins were grey, so it was impossible to know where to put rubbish.
Someone should check all the bulbs after each booking. Both Lodge 23 and the Huxtable Suite had bulbs not working.
As for the Huxtable Suite, one of the electric blinds wasn't working meaning we were 'on show' through the hours of darkness. The lack of any form of ventilation (other than that supplied in the window units) is not acceptable. The 'room only' cost is not at the lower end of the price scale, so to not have AC or be able to open a window was poor. By 3:30am we were so stifled (& no, there hadn't been anycheating on since we arrived), we packed and left.
On balance, we did enjoy our time with you, and many aspects of the offering were good, but you do need to 'up' your game on the quality front.
Confirmed guest, 2017-09-11