“A beautiful house in an idyllic setting, this should have been the perfect family setting for some relaxation and tranquility.”
Due to visiting friends in York prior to our stay, we made an early request directly to extend our stay and arrive on the Sunday to avoid a hotel stay. This was agreed without any issues for an additional cost, sadly we now wish we had just booked a hotel.
We arrived to a beautiful house, with a thoughtful welcome basket. However, we then had a really uncomfortable couple of days as the house had obviously not been occupied prior to our arrival and had not been prepared. We arrived with our two young children on a cold stormy afternoon, it was bitterly cold, there was very little hot water and were told the hot tub would not be ready until the Monday as it wasn’t up to temperature. We contacted Angela who was helpful and came out to the property, and bought some electric heaters. We spent two nights remaining cold under extra throws and blankets, and could not have a bath until Tuesday evening (2 days after arrival) as the bathrooms were so cold. From then on the property warmed up )though be warned the upstairs rooms were still not warm), we had hot water and our stay was more comfortable - however, when you pay £1200 for 5 night stay, this is not the standard to expect. There was little attention to detail - no dishwasher tablets, no spare toilet roll so we had to go and buy these, and there were lovely candle holders by the bath but empty tea lights.
The property is isolated up a long drive and we were not informed of any visitors, so imagine our surprise when in the space of two days a window cleaner, and a gardener arrived! Neither of which knocked out of courtesy to let us know who they were or why they were there, fortunately my husband warned me that the window cleaner was by our bedroom window before I stood by the window unclothed after a shower or this would have been mortifying. These property upkeeping visits should bot be done when people are letting out the house, I strongly advise in future they are done on change over days or with prior consent, particularly given the property is so isolated - we had no idea who these men were at first, and it left us unsettled.
On reading reviews, this may not be a common experience- but unfortunately the poor preparation of the property had a big impact on the comfort of our stay and did not reflect the cost of our stay by far.
The property itself is generally well cared for and clean, the outside gated field is perfect for children and dogs. Can I please strongly recommend a tumble dryer be purchased!! For such a high tech, well equipped house - this is lacking, with extra loads of washing due to unwell children and hot tub use- drying clothes in cold wet windy weather was an absolute nightmare!
Bell House Barn is a unique luxury barn conversion in an idyllic setting where we try and do our upmost to make it both a pleasant enjoyable and memorable stay, on this occasion not the way we wanted but the amount of returning guests and positive feedback we do receive makes us strive ever harder.
I am so pleased that the welcome pack hit the spot, as we understand that some of our guests travel a lot of miles to get to the Bell House Barn and we want them to enjoy every minute.
I am sorry to hear you had a negative experience but bearing in mind you turned up in gale force winds at the height Storm Denis, after speaking to the housekeeper the house was totally prepared for yourselves. There had been other guest who had just left earlier that same day with no heating or hot water problems whatsoever, and other guests are now in there with no problems with either.
It was a real shame that your children were ill on the first evening though I know Angela ran about bringing you fresh bedding and towels taking the others away, as well as bringing heaters to try to make your stay more comfortable and was always happy to offer any assistance where possible.
After reading the exchanged messages there seemed little problem and you being ever so thankful.
I can only assume you are not familiar with an air source heating system and how it works, the whole ground floor is underfloor heating , each room with a thermostat which are all adjustable, bedrooms set at 17degrees a comfortable sleeping temperature bearing in mind there is also bedspreads and throw throughout the home and the other rooms downstairs are all set at 21 degrees, the upstairs bedrooms have oversized radiators which never get hot to touch not like gas central heating but there are more than adequate for those rooms. I have read the text messages between you and the housekeeper, she did bring you more heaters up as soon as she could, and checked all the thermostats that day, which she adjusted only slightly.
The hot water it is set to run 24hrs so there should always be hot water, plus you were shown where the hot water boost button is on arrival if ever needed, as there is two oversized luxury baths and if both are used there may be a short fall in hot water or if you are all showering before a big night out if there is 8 of you but hasn’t happened before now,
As for the hot tub not being ready, it was emptied and deep cleaned prior to your arrival as with every change over day and yes unfortunately it takes time even more so in those stormy conditions to reach operating temperature again.
There are toilet rolls left in every toilet with a spare ones in the cupboard. Sorry you don’t feel this is enough. Dishwasher tablets are always supplied.
The tealights were placed there by other guests and we left them more for decoration purposes, we don’t provide the tealights as they could potential prove to be a fire risk.
The window cleaners are instructed only to clean the windows on a changeover days but the weather doesn’t always allow this to happen but granted they should have made their presence known. There job is difficult at this time of year.
As for the gardener that’s my fault, I had requested that he plant lots of snowdrops for me for the guest to enjoy but unfortunately trans planted plants need replanting immediately or so I’m told, sorry.
I take on board about your comments about the drying of towels at this time of year of year and I will endeavour to find a place for a dryer or supply more towels.
Sykes owner relations