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“OK B&B, Bad Customer Service”
Review of Kenwood Guesthouse

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Kenwood Guesthouse
Ranked #2 of 17 Stoke-on-Trent B&B and Inns
Certificate of Excellence
Reviewed 16 June 2014

We stayed at the Kenwood Guest House in the beginning of April. I had booked the lovely superior double through their website. The room is described as "Large, elegant ground floor room - seating area with coffee table in bay window overlooking the front garden." When we arrived we were given the front half of the family room, instead. The family room was OK but not as nice as the superior double listed on the website. The bed was a bit hard for my liking, but the worst part of it was the loud creaking noise that came from the frame every time my husband or I moved on the bed. Needless to say, my husband and I did not sleep very well. The next morning at breakfast Julie asked how we had slept and I politely and honestly told her that the bed was not to my liking. I said I was also disappointed that we were not given the room that I had booked online, and that we were bumped to a different one. Julie then proceeded to get very argumentative. She insisted that some people like a hard bed, so it was not her fault that it was uncomfortable and that the room that she gave me was still a double and the same price as the other one. She acted like I had no reason to be disappointed.

The breakfast was delicious but I was unable to fully enjoy it as every time that Julie came in the dining room she stopped to tell me how bothered she was that I had complained. Instead of simply apologizing, she made me feel uncomfortable all throughout breakfast by trying to make me feel guilty. She did eventually offer for us to come back another night for free, stating that she would give us the room that I originally booked, but by then we just wanted to get out of there and not come back.
Bottom line- The location is nice, the breakfast is delicious, but do not book if you expect to get the room that you selected from the website, or if you can't just take your lumps with a smile.

Stayed: April 2014, travelled as a couple
Thank DarleneAD5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kenwoodguesthouse, Owner at Kenwood Guesthouse, responded to this reviewResponded 17 June 2014

Thank you for your comments. We can only apologise again for the disappointment you found in our double room. We are a small guesthouse and only have two double rooms which have the same room rate you required. It has to be noted that many people actually prefer the room you stayed in, which is located at the rear of the property, rather than our alternative double at the front!

Another guest who was already in that room had extended his 5 night stay prior to your arrival, so to avoid unnecessary disruption to him, we thought it best for you to be in our other double room. This was a unique situation and we wouldn't normally alter an arriving guest's room, in hindsight perhaps this was the wrong decision. It should be noted, both rooms are roughly the same size with only the bay window in the downstairs room creating alittle more space. However since your stay, we have amended our booking system to allow guests to choose between the two double rooms.

We apologise if you found the bed alittle too hard for your own personal taste, we only have three double beds in the property so we hope you can appreciate that providing the correct bed for each individual guest can sometimes be difficult. Other guests have often commented on how comfy that bed is!

It was appreciated that we were able to discuss your issues at the time of your stay. It rarely happens, but when a guest finds that their stay is not completely to their liking, we would always try to offer solutions. Our offer of a free night's stay was made only minutes after you made us aware you hadn't slept well and certainly not after an alleged argument, in fact you only declined our offer because you were going back to the USA shortly. Upon departure you were also offered 50% refund but again you declined.

It is highly unusual for us to receive a complaint, we take our guests comfort extremely seriously, we pride ourselves in providing a 'home from home' experience and if we fail in any aspect if comes as a great shock and is very upsetting.

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109 - 115 of 215 reviews

Reviewed 15 June 2014

What a lovely place to stay after a full and busy day at Alton Towers! The decor in our room was gorgeous and everything was spotlessly clean. Breakfast was fab and nothing was too much trouble.

Can't recommend highly enough...thank you for making us feel so welcome.
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  • Stayed: June 2014, travelled as a couple
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Thank VicD403
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kenwoodguesthouse, Owner at Kenwood Guesthouse, responded to this reviewResponded 16 June 2014

What a fantastic review, thank you so much! We are delighted you enjoyed your stay with us, it's always nice to know that what we are doing is appreciated by our guests. It was an absolute pleasure to meet you both, come back soon, you will be made most welcome!

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Reviewed 24 May 2014

Friendly service from start to finish.
Breakfast - fresh fruit, plenty of cereals and yoghurt - but the locally sourced bacon, eggs and sausages - well what more can I say but yummmmm!
Room was comfy, everything was spotless, the bathroom accessories were top notch, the home made biscuits were a wonderful touch.
Would definitely return!

  • Stayed: May 2014, travelled as a couple
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Thank Jo G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kenwoodguesthouse, Owner at Kenwood Guesthouse, responded to this reviewResponded 25 May 2014

Thank you so much for your positive comments, we are really pleased you enjoyed your stay at the Kenwood. It was a pleasure to meet you both and to welcome you to our beautiful home.

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Reviewed 6 May 2014

This is a spotless B&B! It's beautifully decorated. Our room, Nr. 1, was decorated in a Georgian style in a light sage green. The bed linens and draperies are lovely. Very relaxing. Attention has been paid to every detail...from the well-tended garden to matching the breakfast linens with the English dishes. David and Julie were attentive hosts and made us feel welcome and very comfortable.

  • Stayed: May 2014, travelled as a couple
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1  Thank Lucy E
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kenwoodguesthouse, Owner at Kenwood Guesthouse, responded to this reviewResponded 7 May 2014

Thank you for your lovely comments, we are delighted you enjoyed your stay with us! It was a pleasure to meet you both, we hope you have a wonderful holiday in the UK.

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Reviewed 21 April 2014 via mobile

My husband and I booked a room at the last minute, we were attending a club night in Stoke. Our room was lovely, clean and comfy with everything we needed including a hair dryer. Homemade biscuits on the tea tray were very tasty! Both of the owners were friendly and made us feel welcome.

Stayed: April 2014, travelled as a couple
Thank JanetAlex
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kenwoodguesthouse, Owner at Kenwood Guesthouse, responded to this reviewResponded 22 April 2014

Thank you for your kind review, we are thrilled you enjoyed your stay with us. It was a pleasure to meet you both, come back soon you would be made most welcome!

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Reviewed 1 April 2014

We had a lovely stay at Kenwood, admittedly we had the exclusive double which was very nice. The hosts were extremely welcoming and helpful. There were nice homely touches such as home made biscuits in the room to have with your tea.
The breakfast was delicious with proper thick bacon and delicious oat cakes if you wanted them.
Most of all the place was spotlessly clean which is always nice in a B&B. It has a feel of been very well looked after, extremely welcoming and very comfortable. On top of all that we had a great nights sleep, what more could you want?

Room Tip: Try the oat cakes for breakfast, they are delicious!
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  • Stayed: March 2014, travelled on business
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1  Thank Raewyn4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kenwoodguesthouse, Owner at Kenwood Guesthouse, responded to this reviewResponded 2 April 2014

Thank you for your wonderful review, it is always good to know that what we are doing is appreciated by our guests! We are so pleased you enjoyed your stay with us, it was a pleasure to meet you both.

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Reviewed 4 February 2014

From the warm welcome on arriving to the farewell as you leave, Kenwood Guest House pleases on every front. The hosts David and Julie go out of their way to ensure your stay is perfect. The room we had was large, impeccably clean, the bed very comfortable and lovely touches such as homemade biscuits (very nice) and complimentary bottles of mineral water in the room fridge (I've stayed at 5 star hotels that don't offer that) Breakfast is an experience and whilst we did not have the full Staffordshire Breakfast fellow guests did and they raved about it. I can recommend a stay at Kenwood without hesitation and as my daughter is at Staffordshire University we certainly be returning in future when visiting her

  • Stayed: January 2014, travelled as a couple
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Thank geordie9Kent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kenwoodguesthouse, Owner at Kenwood Guesthouse, responded to this reviewResponded 5 February 2014

Thank you so much for your lovely review! We are absolutely delighted you enjoyed your stay with us, it was our pleasure to meet you both and we will look forward to your return very soon.

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Additional Information about Kenwood Guesthouse

Address: 14, Stoke Road, Stoke-on-Trent, England
Region: United Kingdom > England > Staffordshire > Stoke-on-Trent
Amenities:
Free High Speed Internet ( WiFi ) Free Parking
Hotel Style:
Ranked #2 of 17 B&Bs / Inns in Stoke-on-Trent
Price Range: £52 - £87 (Based on Average Rates for a Standard Room)
Hotel Class:2 star — Kenwood Guesthouse 2*
Number of rooms: 6
Official Description (provided by the hotel):
Kenwood is a family run guesthouse and is a winner of the TripAdvisor Certificate of Excellence. Located on the A5006 easily accessible from the A500 which connects with both junctions 15 & 16 of the M6 motorway. Kenwood is within walking distance of Stoke Railway Station and Hanley, which is the city centre and in close proximity to Stoke-on-Trent College and Staffordshire University. Stoke-on-Trent, being home to the world's greatest and most respected pottery manufacturers, is steeped in history, having many Visitor Centre's, Ceramic Museums and Factory Shops. Potteries Visitor Centre's are nearby e.g.Emma Bridgewater, Wedgwood, Royal Doulton, and Wade.We offer six relaxing en-suite letting rooms, each with complimentary toiletries, fridge with complimentary bottled mineral water, courtesy tray to include Fairtrade tea, regular and decaf coffee and homebaked biscuits. There is a spacious dining room to enjoy our traditional English breakfast, freshly cooked to order using locally produced ingredients with a homemade vegetarian sausage option, an extensive cold buffet with a selection of fruit juices, cereals, pastries, yoghurt and fresh fruit. The guesthouse benefits from a secure, CCTV monitored car park at the rear and there is a bus stop immediately outside. There is a wide range of shops, restaurants and takeaways close by and is located close to popular attractions such as Hanley Park, the Brittannia Football Stadium, the Regent Theatre, the Cultural Quarter and Waterworld, UK's No 1 indoor tropical Aqua Park. The world famous Alton Towers theme park is only 13 miles away. A WARM WELCOME AWAITS YOU..... Check in: 4.00pm - 9.00pm Check out: 10.00am ... more   less 
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Also Known As:
Kenwood Guesthouse Stoke-On-Trent, Staffordshire

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