Dear 705jo_od,
We greatly value feedback from our guests as it allows us to understand their experiences with us, letting us know what we are getting right and also areas which we may need to focus on.
We are sorry to read your review as this is certainly not the experience, we wish our guests to have with us. We have rooms located in the castle, garden suites and cottage building. Due to the nature of the castle, there is limited accommodation in this building. We have Junior Suite Rooms all of which are located within the castle, and Executive Rooms which are located in the castle, garden suites and cottage building. This is stated on the hotel’s website, third party sites and reservation confirmation.
We note at no point during your stay were any issues raised, had we been aware of your disappointment we would have made all effort to rectify any issue, offer an alternative room or assist with finding you alternative accommodation. The cottage rooms have been recently refurbished. We have investigated the points raised and did not identify any of the issues you have mentioned, therefore we believe the main reason for your disappointment to be that the room was not located within the castle. We only wish you had discussed this with us directly and we would have been given an opportunity to try to rectify the situation to ensure you had an enjoyable stay with us.
We do hope you will choose to stay with us again in the future to allow us an opportunity to ensure you have an enjoyable stay, as we wish all guests to have.
