Category | Details |
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Scenic views |
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Bathroom |
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Bedroom and laundry |
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Entertainment |
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Family |
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Heating and cooling |
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Home safety |
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Internet and office |
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Kitchen and dining |
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Location features |
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Outdoor |
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Parking and facilities |
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Services |
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Not included |
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User | Sub Title | Image | Stars | Published Date | Description | Response By | Response Published Date | Response |
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Imogen | 6 years on Airbnb | https://a0.muscache.com/im/pictures/user/7c332d10-3de2-48a8-a2fc-699c6f6fc31f.jpg?im_w=240 | 3 | January 2025 | I’ve only ever left entirely positive Airbnb reviews before. My experience here was more mixed though. We enjoyed staying in the house and the location was great. However, I found Jane’s manner via email quite unpleasant to deal with and honestly that spoilt the whole experience for me and made the lead up quite stressful. There seemed to be hidden costs at every turn and I felt she was trying to get more money out of our group at every possible occasion. I also found the level of messaging she expected intense and unnecessarily protracted (I have counted over 90 separate interactions, and was chased within hours on numerous occasions). I don’t take the decision to leave a poor review lightly, as I understand that this is a small business and we did have a nice time here, plus in person Jane was pleasant and helpful. But the lack of clarity re cost, and the unpleasant and time intensive experience I had communicating in advance, would stop me wanting to go back. | Jane | January 2025 | Hello Imogen,Thanks for your review. I’m glad you had a nice time, and that you were able to give five stars for some things.However, I’m really surprised by your comments in the review. So much so that I’ve re read our entire thread (which you’re right, is very long) to see what you could have interpreted badly. But it honestly all sounds fine and friendly to me. The only difficult part was when I noticed that you had booked for 1 person and you had intended to book for 16. The price difference was a shock to you, and you felt it was unclear that you needed to book for the correct number of people. Other than that almost all of the questions came from you:- Checking chairs, tables, extra single beds, looking for a room plan, asking about the annexe and hot tub wanting friends to have separate beds etc. I responded to all of your questions quickly, as I always do.I did chase you for your final numbers just days before your arrival, because I have to order bed linen and towels etc and that can’t be done without final numbers. Even with me trying to get that information from you from the outset, you still needed me to come over and make up an additional bed when you arrived.Running an Airbnb of this size requires guests to confirm numbers early on; in fact at the booking stage where you are clearly asked your number of guests. I only had yours very last minute, and it was difficult. You came to stay over New Year’s Eve, which is especially difficult as the housekeeping company and the linen company are both closed for the whole of the holiday period. So in the end, after you didn’t respond to my final two messages, I had to order extra linen as a stand by.I hope that you will remember next time you use Airbnb to book for the number of guests you plan to bring, rather than booking for one.I’m glad you had a good time anyway. You seemed very happy when I met you. As did your guests when I came back over to make up your extra bed. It really is a special house.Kind regardsJane |
Colin | 6 years on Airbnb | https://a0.muscache.com/im/pictures/user/User/original/bb09d16d-7aa9-423d-a414-dd20a5a83584.jpeg?im_w=240 | 5 | December 2024 | perfect setting for our get away Christmas 2024. | |||
Sarah | 11 years on Airbnb | https://a0.muscache.com/im/users/12298107/profile_pic/1392589435/original.jpg?im_w=240 | 3 | December 2024 | Lovely Place, lots of character with a great location close to the lake. Characterful but some of the rooms pretty cold given the age of the house so be sure to bring lots of layers. Only slight downside was the only working oven was a small oven which wasn’t really enough to cater for large groups ( we were 11) . So make sure you aren’t planning a big dinner ( we had planned Christmas Roast). | Jane | December 2024 | Hello Sarah, I’m sorry you found the oven small. It is a standard cooker and of course there’s the 4 ring glass hob. I think the three stars for the review is harsh. Anyway, I’m glad you had a good time. |
Joff | 10 years on Airbnb | None | 5 | December 2024 | The house is excellent. Spacious, comfortable, we had 9 adults and 6 children and felt like we had plenty of room. Jane was highly responsive and even unpacked some shopping for us despite us not asking her to which was very kind and an excellent arrival. Nice bathrooms. Lovely view. Warm in winter which is impressive for a big house. | |||
Alex | 7 years on Airbnb | None | 5 | November 2024 | I booked the place for 8 people. We stayed for a couple days. When everyone was leaving we were already talking about coming back again. House was huge and historic, full of character. Our host was very helpful with every request we had, rooms and bathrooms were amazing. Honestly a fantastic time staying here. | |||
Mike | 7 years on Airbnb | None | 3 | October 2024 | We had a wonderful family weekend at The Menagerie. The family loved the history and character of the place and the views over the lake. The hot tub was a bonus. The listing makes clear it is not luxurious but we were disappointed with the numerous maintenance issues. Several lights did not work, including the front outside light and the one by the hot tub and a number of doors stick badly. More seriously the oven in the main kitchen was missing the door seals and was pretty much unusable. There is another oven in the Annex but it is small. There are fridges in both the main kitchen and The Annex but both have no shelves. There was no visitor information or manuals for any of the appliances. The heating was wayward. This could be a wonderful property but it needs some serious maintenance. | Jane | October 2024 | Wow. I’m not surprised to get this level of critical view from you, having met you both on arrival.I’m sure that most people will read my other reviews and draw their own conclusions.But for the record, all lights work. I’ve just checked. It’s an American system, like you see in the movies, where the switch at the door turns on all floor lamps and standard lamps. But if the person then decides to turn the lamps and standard lamps off at the source (on each lamp) instead of by the wall switch, then they won’t come on next time someone tries the wall switch. They would, of course, need to be turned on at each lamp again and then switched on at the door. What a pity you didn’t ask me to show you. Had you sent a text saying ‘Jane the lights don’t seem to work’ I could have sorted it immediately. Why assume that whole rooms of lights have suddenly stopped working? Similarly, the hot tub light and garden lights have their own switches. I could easily have told you where to locate them if you couldn’t find them. I have checked them too today and they all work.Your comment about the ‘wayward heating’ refers to the fact that on Sunday morning the heating wasn’t on. You rang me at 7-20 and when I went over at 7-30 it was already on. I’m sorry that it wasn’t on earlier but honestly, it’s a holiday home. A 7-30 start on a Sunday is usually fine for guests. Literally no one has ever thought that a problem.I’ve looked at the cooker and it does look like the seal has gone. Thanks for telling me. I will replace it.The house is constantly maintained. It is not in need of serious maintenance. The only accurate thing you have told me is about the oven seal. Even that oven is less than six months old. It’s the seventh oven I’ve had since starting Airbnb. Ovens and fridges don’t fair well in holiday homes it seems. I wish I could upload a photo of the fridge. I opened the door to see the two shelves that I expected to see. ♀️ |
Mary | 4 years on Airbnb | None | 5 | October 2024 | We enjoyed a family weekend at The Menagerie and loved the history of the building and surrounding area. It’s so convenient to walk to Coombe Abbey and the facilities there but also stay at the property to play games and table tennis.The beds were very comfortable and we found the house warm and cosy. The kitchen had all we needed although there is a shelf missing in the fridge and we didn’t find the second fridge in the utility room until the end of our stay. | |||
Ion | 1 year on Airbnb | None | 5 | October 2024 | That's great place to do a party | |||
Molly | 9 years on Airbnb | None | 5 | September 2024 | Such a beautiful house and grounds, and Jane was so helpful and responsive over message! Would definitely recommend for a peaceful getaway | |||
Aleksandra | London, United Kingdom | None | 5 | September 2024 | Lovely stay, beautiful surrounds, right by the lake. Amazing place to celebrate with a group of friends |