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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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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Henry | 7 years on Airbnb | https://a0.muscache.com/im/pictures/user/e6517a8d-9d96-46e1-88d2-5a4b163f2c96.jpg?im_w=240 | 1 | August 2018 | Be very careful... With a price tag of £220 for a family room and wonderful photographs on the website we were very excited about staying the night at Springkell House. After a very long journey with two small children, we arrived and received no welcome from the staff who did not help us at all with our luggage and had no idea of which room we were staying in. After marching us all up two flights of stairs and straight back down again (carrying luggage and two tired children) they eventually found our room which was opposite the busy the kitchen which was preparing for a wedding the next day. When our three year suddenly needed the loo, we were surprised to find there wasn't one and had to ask at reception where it was. At £220 per night we imagined that we would have an en suite bathroom but the bathroom was down the corridor in view of the kitchen and the staff did not show us where it was. The room was drab, poorly furnished and uninspiring. We were very disappointed and felt deceived by the Springkell website so we left without staying the night. The staff promised us a refund before we left which the owner is now disputing. My wife and I both work in hospitality and if we treated our clients like this then we would be out of business. | James | September 2018 | Hi Henry and Katie, lovely to hear from you both. You made the booking via AirBnb at £220 for a family room that included beds for both of you, for both of your children and included your two labradors staying too. Oh and I forgot just briefly but it also included dinner for all four of you. I think if you search Premier Inn and Travelodge for a Friday in August you will find that this represents great value.Your real complaint is that the bathroom is not ensuite to the Family Bedroom. Springkell is a family house, a family home. We have 3 ensuite bedrooms and five other bedrooms that have their own bathroom. Their own private bathroom and it says this on our Website and on Freetobook which is the booking company that we use.You had had a long journey down from Jura where George Orwell wrote 1984. He nearly died there too as the world's 2nd largest whirlpool is very near to the house he wrote 1984 in.I don't think that the long journey and the lack of ensuite justified you being so rude to Jill our Head of Service and to Nathan who has worked with us here at Springkell for four years. He plays rugby for Edinburgh and is more than capable of carrying the two small bags that you were carrying - just ask if this happens somewhere else. In hospitality sometimes the guests just have to ask. You are the rudest guest we have ever had here at Springkell.All you wanted was a full refund then you would not have spent your time writing the reviews you have written and posting them on social media. You would have just dropped the whole thing. But I did not give you a refund for the £216 I received from AirBnB because you were unacceptably rude to my staff and I care about my staff just as I care deeply about my guests.You can tell that I care deeply about my guests if you read the other reviews on Airbnb and TripAdvisor!! |