Booked this hotel based on reviews good reviews. On arrival discovered the room allocated was not the one I booked but didn't say anything because the room was very nice and well appointed. The room was on the front of the hotel overlooking the street. It became apparent that there is basically no sound proofing at all - no double glazing etc which means that the noise of the road is constant AND HEAVY through the night, not just traffic but people out and about! Although it is a small town, this road is extremely busy with lorries, cars etc but the fact is that if you are in this part of the hotel the experience will be as if the bed is at the side of the road. Neither my daughter or myself slept at all ! I spoke to the receptionist the next morning , no explanation of why given a different room to the one booked but di suggest I email the manager as she was only filling in - I have emailed twice but not received any reply or even an acknowledgement ! Not really the standard of customer service or experience that fits with a very expensive hotel !…
We stayed at Kinettles for one night. The hotel is lovely and comfortable. The first room we were offered did not have a bath so we chose instead a smaller room with a roll top bath. It was lovely. The room was well appointed and the bathroom was great with a fab shower as well as the bath. A very comfy bed and a nespresso coffee machine made for a great stay. The room was very clean and we felt safe with their Covid procedures. I had read in other reviews that because of Covid, some people had breakfast delivered to their rooms in a box as the restaurant wasn’t serving hot breakfasts. It was therefore a lovely surprise to learn this was no longer the case. To make things safe and ensure the restaurant never got too busy, we had to book a slot and pre order the night before. The eggs benedict I had was absolutely delicious, definitely 10+/10. The hotel is lovely however the main asset is the staff. They we’re fantastic, friendly and so eager to help make your stay an enjoyable one. They have the service level spot on, friendly and super helpful but not at all obtrusive. Special mention to Michael who was very professional but so much fun with it.…
Lovely hotel that was spotless and made us feel confident with all the new guidelines. Staff couldn’t have been friendlier and made sure we were looked after and had everything we needed. They are a credit to the business. Personal service with a good dose of humour and professionalism. We’ll be back! Thank you for a wonderful stay.
Booked for an overnight on a Saturday night. Got a call from the NHS on Friday saying my wife had to go for an emergency op the following Tuesday and should immediately self isolate. I phoned to explain to the hotel, they said no problem. There is a problem with a refund though. I have sent 3 emails, which have all been ignored. We could have ignored the request from the NHS and still travelled, but decided to do the right thing to protect others. Really shabby that this hotel decided to profit from our actions. Disgraceful
The Kinnettles Hotel is obtaining reservations by deception, and it is best avoided. We reserved a Junior Suite for one night, September 10, at £290, and their description of facilities, stated in bold lettering, Free Parking & Cooked Breakfast provided, and the pricing summary showed `Fabulous Breakfast Included’ However, I had to ask 3 times, by Email, whether the parking was on site, or nearby. Their eventual reply was that there was a free car park, next door but one, along with a free parking area at the rear of the Hotel, and that it would be best to unload our cases before parking the car. On arrival, we noticed double yellow lines at the front, so we took the chance and went into reception. It was suggested that the car be moved as soon as possible, because the Traffic Wardens were diligent. However, there was nowhere to park at all, apart from a space across from the building, at £1.20 per hour. The receptionist then said that there would be no cooked breakfasts, as the Restaurant, which they no longer owned, refused to offer this facility to their guests. The breakfast instead was going to consist of a box of food items, of which was not known, and could not be chosen, and it would be left outside our room the following morning. For £290 per night – this is a rip-off. We refused to accept this, and demanded a refund. We explained that the room was booked, and prepaid, as `Non Refundable’ and so – as the manager was not there (they never are) – she phoned him and it was agreed that they would refund this sum through the booking agent. We went to another Hotel, just out of town, The Rufflets, and the next morning, after a wonderful cooked breakfast, called in to see the Kinnettles Manager. He confirmed that the full sum paid would be refunded, but he would not respond to my Email confirming this. It did of course remain unresolved, and eventually, through the intervention of Booking.Com, I managed to obtain the £290 paid. My conclusion is that the Hotel operates under a cloud of misrepresentation, in order to obtain reservations, and relies on the fact that, because they are using `Non Refundable’ as part of their booking terms, they can pull it off because, until the guest arrives, the realities are unknown, and then it is too late. Incidentally, the reason the Restaurant refuses to provide cooked breakfast –“potential cross contamination of Covid 19” – but hang on, they will provide the Hotel Guests with Lunch and Dinner!! Draw your own conclusion there.…
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