酒店回复: Dear Lisa, Thank you for taking the time to leave your review. We take all feedback seriously and would like to clarify a few points you have raised. Firstly, you mentioned you were the only customers here at 3:30pm. In fact, we had been busy with a conference, morning coffees, lunch afternoon tea guests throughout the day, and your booking was for the later slot you had specifically requested. We are pleased you enjoyed the peacefulness at that time, but it is not accurate to say you were the only customers that day as the layout of our building and 18 acres of gardens allow an assortment of room options which provide privacy and the discreet service which our customers value and return. Regarding the crockery, we use elegant white hotel-standard tableware, which is in keeping with our beautifully classic and well-maintained interiors. We receive frequent compliments on both our setting and presentation, and it is disappointing you did not feel the same. You stated your afternoon tea was “plonked” on the table and that you were left alone without service. We have reviewed our CCTV footage, which shows our restaurant and events manager personally serving your afternoon tea in a professional manner. In fact, our manager remained in the room throughout your visit, ensuring you were attended to and available should you have needed anything further. At no point was a concern raised during your visit nor was it indicated or experienced that you were not having a good experience. You also noted that your glass of Prosecco was not initially served with your tea. We apologise for this oversight; however, we did not have a note on your booking indicating a glass of Prosecco with afternoon tea, and no voucher was provided upon arrival to confirm this. As soon as you mentioned it, our team apologised and promptly brought the four glasses of Prosecco to your table. It is also worth noting that many guests prefer to enjoy their tea first, followed by chilled Prosecco, to ensure it is enjoyed at its best and enjoyed with your preference of sweet or savoury menu items. Regarding taking leftover food home, you are correct that we do not allow this, and we appreciate your understanding. As a food business operating under Health and Safety regulations, we cannot allow food, particularly items containing cream, to leave the premises after being out for several hours, as this could pose a health risk, more so as you had a lengthy journey home that afternoon in very high temperatures. For clarity, the items you wished to take home were one chocolate profiterole and two Bakewell tarts, with the remainder of your afternoon tea having been consumed during your visit. Finally, you suggested in your review that you believe Willington Hall is "struggling.” This is simply not true, and comments like this can be damaging to family-run businesses as you are well aware. Willington Hall is thriving, welcoming new and returning guests daily who appreciate the warm, attent

酒店回复: Dear Chris, Thank you for taking the time to leave your review. We take all feedback seriously and would like to clarify a few points regarding your recent stay, it was a pity that none of these comments were raised directly or during your stay with us so we had an opportunity to address them personally and pass on all your positive feedback to the team. We are delighted that you liked our lovely setting, with helpful staff and that all meals you both enjoyed during your stay were very good. You mentioned that the bedroom you stayed in felt “tired.” The room in question is one of our largest and most requested rooms, beautifully designed in a classic, timeless style in keeping with the heritage of our Grade II listed building. We receive frequent compliments on its space, comfort, view and decor, and many guests rebook and specifically ask to stay in this room for these reasons. Regarding your comments about the bathroom layout, we are surprised to hear this described as in need of updating with an awkward layout. The bathroom is exceptionally spacious, running the full width of the room, and features a double walk in shower, a separate bath, a toilet, and a large sink area with a full-width mirror and window. It is designed to provide comfort and ease of use, and you comments are not reflective of the standards we maintain and do not align with the experience shared by the vast majority of our guests; we have received many positive comments about this room from other guests. On the matter of housekeeping, we clean all rooms thoroughly each day unless guests have placed a “Do Not Disturb” sign, in which case we respect their privacy. We are committed to maintaining high standards of cleanliness throughout the hotel. You correctly noted a few cobwebs on the outside of the window. You are right, and we appreciate your observation. Due to the delicate nature of our Grade II listed windows, which have historic, fine glass panels, exterior cleaning and availability of suitable specific contractors to work at height can be challenging, and while we do maintain them, it is not always possible to clear every cobweb immediately without risking damage. However, the interior of the windows and the entire room are cleaned thoroughly. The room you stayed in was exactly as described, cleaned thoroughly, and is a room many of our guests thoroughly enjoy. While we appreciate your feedback, your comments regarding the room being “tired” and the bathroom having an awkward layout are not reflective of the standards we maintain or the experience shared by the vast majority of our guests. We take pride in Willington Hall and the warm, attentive hospitality we have provided for 25 years, ensuring our guests enjoy the unique character of our beautiful, historic property. Thank you again for your feedback. We wish you all the best. Warm regards, The Willington Hall Team