We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“my favouite "holiday home"”

We can't find prices for this hotel
Our online travel partners don't provide prices for this hotel, but we can search other options in Shanklin
Check In dd/mm/yyyy Check Out dd/mm/yyyy
The Swiss Cottage Shanklin
Ranked #9 of 54 Hotels in Shanklin
Certificate of Excellence
GreenLeadersGold level
Whittlesey, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“my favouite "holiday home"”
5 of 5 bubbles Reviewed 17 July 2014

I spent my 6th superb holiday at Swiss Cottage in May/June this year and have just booked
my 7th for September.
In every one of my visits I have never had any grounds for complaint, it's like visiting my second
family.
The service, food and rooms are excellent and the proprietors and staff are top class.

Stayed May 2014, travelled solo
Helpful?
1 Thank wheatley41
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KeithBeckett, Owner at The Swiss Cottage Shanklin, responded to this review, 18 July 2014
Evening Alan

Thank you for such a lovely review as always We can only say that our home is always your home and it is always a pleasure to have you stay with us. See you in October.

Christine & Keith
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review

298 reviews from our community

Traveller rating
    265
    22
    3
    3
    5
See reviews for
86
124
24
7
Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    5 of 5 bubbles
  • Value
    5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (66)
Date | Rating
  • English first
  • Any
English first
Leighton Buzzard, United Kingdom
Level Contributor
18 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
5 of 5 bubbles Reviewed 13 July 2014

We spent a great week at the Swiss Cottage. We had a lovely downstairs bedroom that contained lots of things that would normally be expected at more expensive establishment. The breakfasts were ample with an excellent choice, especially a chance to have kippers again !
Even the weather was kind to us, thank you both for arranging that too !!

Room Tip: Downstairs was handy for us
See more room tips
  • Stayed June 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
Helpful?
1 Thank Steve P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KeithBeckett, Owner at The Swiss Cottage Shanklin, responded to this review, 17 July 2014
To Steve & Jenny
What a great week we had, with the sun shining, friendly guests at breakfast service, who all got on well and chatted to eachother, all in all a very enjoyable week which made the week fly by.
We do hope you have time to come back and see us in the future as you will be more than welcomed and I will go out and catch some more kippers for you! Ha Ha!
Best Wishes
Keith & Christine
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hailsham, United Kingdom
Level Contributor
4 reviews
4 hotel reviews
5 of 5 bubbles Reviewed 25 June 2014

I have recently returned home after the most wonderful 2-week stay at Swiss Cottage, and I am struggling to find enough superlatives to describe my brilliant experience. On arrival, I was made to feel most welcome by Christine. The room was beautiful and meticulously clean, with an unexpected array of luxury toiletries.

The choice at breakfast was amazing, and perfectly cooked, which set me up perfectly for each busy day ahead. I had originally booked as B & B only, but after a few days I decided that I would prefer to be half-board - no problem. Again, the choice of evening meal was extensive, beautifully cooked and very tasty (to the extent that I put on half a stone in weight!). I also noted that special dietary requirements, such as skimmed milk and gluten-free food, could willingly be catered for (which would be very helpful for some guests), but of course by prior notification.

On a few days during my stay I decided to go out only for a couple of hours, as I wanted to get back to watch the tennis on television. On my early return, it was lovely to find that my room was already clean and tidy (and bedding and towels changed on a regular basis).

On the sad day of my departure, knowing that check-out time was 10.00am, I was able to plan my homeward journey accordingly, and Keith was even kind enough to drive me to the station in time to catch my train to the ferry (well appreciated by an ageing lady travelling alone with a heavy suitcase!).

I now have very fond memories of my stay at Swiss Cottage. Keith and Christine are an extremely friendly, open and welcoming couple, and should be exceedingly proud of Swiss Cottage - a beautiful, comfortable and relaxing home from home.

Thank you once again Keith and Christine, and see you next year. XXXX

  • Stayed June 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PAT W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KeithBeckett, Owner at The Swiss Cottage Shanklin, responded to this review, 17 July 2014
What a lovely lady and a lovely review for your 2 week stay with us between 7th to 21st June.

It is very nice to be appreciated for our efforts and your understanding (and many other guests also) of our very busy schedule and working patterns to get the place ship shape every day for breakfast service, housekeeping duties, shopping, those little maintenance jobs and evening meal & bar service.
This is why we have won Two Trip Advisor Awards in the last few years for these reasons.

Trying to juggle a busy family & quality life for ourselves in the 16 hour working day is not always easy when things dont go to plan re some awkward and demanding guests.

You must have been very pleased with our excellent service, as you have already rebooked for September this year, to come back and sample even more good times on the Island.

Thank you again for your overall honest review and see you in 2 months time and we hope this mediterranean heat wave stays with us until then!

Kind Regards
Keith & Christine (and Tansy & Lucy)
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
London, United Kingdom
1 review
common_n_hotel_reviews_1bd8 24 helpful votes
1 of 5 bubbles Reviewed 18 June 2014

Myself, my partner and some friends stayed at The Swiss Cottage guest house for our visit to the Isle Of Wight music festival. We decided to stay in a B&B/Guesthouse rather than rough it on the campsite and now rather wish we hadn’t.

We left booking quite late and found The Swiss Cottage was the only place with any remaining rooms for our needs (2 doubles and a single) and booked up, and we were pleasantly surprised to find the trip advisor reviews so positive.

On arrival at the guesthouse, we were greeted by Christine who, from the off, was quite abrupt whilst showing us around and to our rooms. She was very strict and matter of fact in her manner, the way new recruits might be shown around an army camp. We were shown to the breakfast room and told to ensure we filled in our breakfast forms for the following morning “or we wouldn’t get any breakfast”. We were told that breakfast was at 08:30. When we enquired as to what time this was until, we were told sarcastically “08.30. I can’t spend all morning doing breakfast as I’ve got other things to do….” This is in contrast to what it says on the website, which is 08:30 – 09:15, which I read as you can come down at 09:10 and still be served. Maybe this needs to be rectified for the future so this mistake isn’t made.

We were recommended a pub to visit by Christine for dinner (the Pig and Whistle, which was very friendly with good food) and once there we all discussed our curt welcome and came to the conclusion that they had obviously made a generalisation that as we were going to the festival we must have been “louts” and had the potential to maybe cause mischief and so felt the need to “read us the riot act”. Although we thought it was quite unprofessional to make such a sweeping generalisation and to give such an unfriendly welcome to new guests, we accepted that as it was their business they were within their rights to do so. Had we been a group of unsupervised 18 year olds I maybe would have understood more so, but as a group of two couples and a single and all professionals in our 30’s and 40’s found it very strange.
The guesthouse itself is very nice. Excellent location, very clean and with some very nice touches like complimentary water and soft drinks on arrival and a quite extensive array of complimentary toiletries. The room we were in was nicely decorated and with all the additions you would expect from a guesthouse with an en-suite basin, toilet and shower. Our room was situated at the front of the hotel, which was east facing so you get the sun from the early hours. Unfortunately the curtains do not keep out the brightness of the sun and so we were woken around 06:00 and then had to try and get back to sleep. The thin curtains and only one opening window meant the room could also get quite hot. Maybe some thicker, blackout style curtains would be more appropriate.

We met for breakfast the next morning and on offer was a good array of cereals, juices, yoghurts, jams and were served tea and coffee. We also found on our table that Christine had printed off some information regarding public transport to the festival, which we were all very impressed with. We received the cooked breakfast we had ordered, which was adequate. One of the group had politely ordered poached eggs which wasn’t on the form and this was not catered for. This in itself is not a problem but even a short apologetic sentence to explain would have sufficed but nothing was mentioned. Christine had said it was her birthday the night before and so we enquired as to if she had had a good night, just to make polite conversation, but “fine thanks” was all that she could muster in contrast to the conversations she was having with guests on other tables. We made a comment about going back to bed after breakfast and Christine informed us of the times the rooms were cleaned and after a short conversation we said we would totally understand if we returned and the rooms were left unattended to.

We finished up and made our way to the festival. We arrived back around 01:00 in the morning and were very careful as not to make too much noise and disturb any of the other guests. As it was late and breakfast times were so rigid we made the decision to miss breakfast have a lay in and get brunch elsewhere the next day. Obviously due to the time we would not have been able to contact Christine and Keith directly so left a note out of courtesy so they would know not to expect us at breakfast. On arrival back to our rooms, we found a note saying that we had left the window open too wide and had folded the net curtain up over itself (due to the heat in the room, it was the only way to get some air in) we had also left the bathroom light on. All misdemeanours on our part and we accepted the telling off. Our friends knocked soon after to say they too had received a note about some rather petty wrong doings with the patronising comment “please help us to help yourselves” at the end. So ridiculous, we actually laughed about it and wrote it off that the owners were just unreasonably strict with their guests.

The next morning we missed breakfast, just as we said we would in our note, and left for the festival again. We passed Keith in the front garden greeted each other and went to lunch. No mention was made of the breakfast, the note or the “wrong doings”, so thought nothing more of it. As we hadn’t been to breakfast, we didn’t fill in a form and later, found no forms for the next days’ breakfast had been left in our rooms. We had decided that as we were going to be keeping late hours (the last acts finished at midnight and it was a good 1.5 hour journey back to Shanklin) that we would not got to breakfast for the duration of the trip and take the opportunity to lie in a little later and go to lunch instead. The fact that we hadn’t submitted forms for breakfast, (“no forms, no breakfast”) and the fact no breakfast forms had been left in our rooms for the remaining days we guessed that they had assumed we would not be joining them for breakfast.

Saturday and Sunday passed by without incident or left notes so we assumed that all was right with our group again.

How wrong we were.

On the way back to the guesthouse on Sunday night, we tried find out what time check out was, looking on the website and on return, looking in the guest information book but couldn’t find a time and again, as it was late couldn’t contact them directly to find out, so we all said we would leave between 10:30 and 11:00 as this is a pretty standard check out time. At about 10:10, we had our bags packed and I was in the bathroom showering when I heard a knock at the door. My partner answered and I could hear a male voice so I assumed it was one of our party. Then to my astonishment I could hear the voice raise to a point that he was shouting so I quickly dressed and left the bathroom to find Keith in the corridor SHOUTING at my partner.

Now having spent many years travelling, and having stayed in hotels from 5 star to glorified sheds, from time to time you have problems with the accommodation and very, very occasionally, the staff/management but I have NEVER seen anything like this. The way Keith spoke to my partner was DISGUSTING. And if Keith reads this review, I hope on reflection he is ASHAMED of himself for the way he could speak to a guest, particularly a woman.

On answering the door Keith said abruptly “Well? Are you ready? Are your bags packed? You’ve got to leave. Checkout time is 10 o clock. You know that.” This caught my partner off guard as she was not expecting to be spoken to like that. She interjected that we didn’t know what the check-out time was and that we were going to be leaving as soon as possible. Keith then launched into a tirade at the top of his voice and in a threatening manner about all our misdemeanours aided by Christine who didn’t have the nerve to actually stand next to Keith during this character assassination instead hurling abuse from the hallway including how we “didn’t flush the toilet”????? Being nearly 40 years old, I was toilet trained many years ago and with the self respect to know that this is definitely not the case, I can only assume to aid their outburst, they had to resort to using lies, particularly disgusting ones, to get their point across. Even if it was the case, what an UNBELIEVABLY UNPROFESSIONAL thing to do to bring up a guests PRIVATE DETAILS in a public place. I can only assume that the guesthouse was empty at the time as I’m sure the other, more welcomed, guests would have been very surprised to see Keith and Christine’s true side. If one of the older couples had overslept and missed checkout, I wonder would they have banged on their door and berated them in such an unprofessional manner?

Keith’s rant carried on, bringing up the heinous crimes of leaving the light on, not coming to breakfast (even though they admitted they had seen the note before breakfast) leaving the window open and not contacting them regarding the future breakfasts. Breakfast is included in the price, so therefore as guests on holiday we have paid for breakfast up front and if we decide not to eat it, then that is our choice. If anything the guesthouse has received money for 20 breakfasts but only had to serve 5 so, if anything, we’ve done them a favour. Keith and Christine were very quick to leave us notes about our “wrong doings”, yet couldn’t bring themselves to write a note to say “would you like breakfast tomorrow morning? Please let us know” Keith also said that we had treated them like they “were our servants”. Firstly, we barely saw them for them to serve us. Secondly we didn’t ask for anything out of the ordinary and thirdly, they are running a business in the service industry, so even if we had done, surely, within reason obviously, that is their job.

As Keith’s tirade went on, his argument got less and less viable, which he obviously knew as his voice started to quieten and then he started to get his arguments confused as I’m sure the realisation of what this could lead to set in and he started to back away from the door. “We invited you into our home as our guests” he said. No he didn’t. We PAID to stay there as guests. We were not made to feel like guests once. When it was pointed out that this was his business, he replied “This isn’t my business. Chartered accountant is my business” So it’s obvious that they are not taking the business of providing accommodation and service to guests seriously.

If this was an episode of Fawlty Towers, I may have found it amusing. Unfortunately, it was a real incident and I am still shocked at the way they could be so disgustingly unprofessional. Keith and Christine should be ashamed of themselves at the way they treated us. There is an ethos in the service industry that the customer is always right. This is not always the case and when you are running a business such as this, it is appropriate to establish ground rules. When these rules are broken it is also only right that you would have to broach the subject with the parties involved. The key is the way you go about this and the way you speak to your customers and the way we were spoken to was shocking and unfair. Our group were never rude or demanding, we treated the guesthouse and other guests with respect. Save for a couple of minor misdemeanours, which I’m sure they have had before, we caused no trouble or even caused any extra work for Christine and Keith and they certainly had no reason to complain about our tenancy as I’m sure if other guests had complained they would have come to us straight away. With the exception of the note they had no reason to complain or speak to us on other guests behalf about our behaviour or conduct, yet they still felt that they could speak to us in such an appalling way.
Had Keith knocked and said “Just to let you know, checkout was at 10 but take your time” we would have left straight away, apologised and written positive reviews on here as the guesthouse itself is perfectly nice. Instead they treated us with so much contempt, I have been compelled to spend hours out of my day to put into writing how genuinely aggrieved I feel. I have never been spoken to like that by anyone, let alone someone trying to run a business in the service industry when reputation and reviews on trip advisor can mean the difference between success and failure.

We visit the Isle of Wight every year for the festival and occasionally for short breaks at other times in the year and we will NEVER stat at the Swiss Cottage again.

Unwelcoming, unfriendly, unprofessional.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
24 Thank Andy W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KeithBeckett, Owner at The Swiss Cottage Shanklin, responded to this review, 18 March 2015
Thank you for your opinion on our establishment and ourselves.
Now Guests and the 52 helpful votes recieved will now see our point of view as not everything is as it seems here!
Obviously you have taken alot of time to criticise us personally and make us out to be terrible people and have written an eloquent story but unfortunately it doesn’t resemble the true facts of your stay and you are clearly confused on numerous events.
Overall Marking 1 out of 5 at 25% is very unfair and unjust.
No consideration for other categories as rooms, location, value & cleanliness all would have scored at least a 4 or 5 from your own review comments? So an overall of 1 is just playing the system?
In any Business you cannot please everyone all of the time but we strive like other Establishments to do the best we can in the current economic climit and hope that any other potential guests have or will ignore an odd bad review and read the other 200+ excellent reviews before deciding on whether to continue with a booking or not this is why we initially took the decision not to respond.
However, after taking time to digest its contents and having been advised by Trip Advisor that they cannot remove this verbal abuse as it does not violate their guidelines, (regardless whether it violates ours and us as The Owners) it is being left on for now and for that reason we have posted our side of the events. We do not want to get into a war of words who said this & that etc but here are the pertinent points, that we hope the hundreds of reviewers who have read your review, will see things from a different point of view. To all those who have said the terrible review was helpful we hope our response may give you second thoughts and a more rounded picture of how these 5 guests behaved.
Firstly, we do not expect or accept any foul language from any guest, especially the F word for any reason as your partner used to us several times, we did not, which you failed to mention.
1) Booking was made on Thursday 9th January, as we only opened for business on the Monday 6th January (like many others after the New Year) and numerous places on the Island did in fact have vacancies. Cleary not a late booking for June.
2) You state that you checked out all the other reviews first before you booked, so why were you pleasantly surprised? Confused?
3) On arrival all guests are welcomed and shown around the building, the hallway with its abundance of leaflets, the lounge, Sky TV and newspapers the bar area, the dining room where they are sitting and explained in detail our breakfast service but it is sometimes quite hard and quite rude when various people in a group of 5 are speaking over/at once when we are trying to explain everything to them. Yes one of you did interrupt Christine and asked ‘what time is breakfast’ as she explained from 8.30. Again they interrupted with a comment, “that is far too early for me” and Christine had to repeat and commence to say from 8.30 till 9:15am ‘we ask all guests to be in the dining room between 8.30 and and the last cooked breakfast service is at 9.15am. This is not in contrast to our information folder and what is to be rectified about this?
Also as you had already read this on our website as you say then why ask and make a big issue of our service time when you were already aware of them? We believe you may have thought that we would offer to run 2 services so that you could have a brunch rather than breakfast, which is very unrealistic and not something we do.
4) Yes you did ask about somewhere local to eat (which Christine duly informed you of several places) directions to the beach but you have also conveniently forgotten the general friendly banter that ensued regarding travel arrangements to the festival (as mentioned Christine printed off details from the IOW Music Festival website and left on the breakfast table for you the next day, which we find very strange as if you were going to a Music Festival wouldn’t you have done all your research over the 6 months proceeding your arrival yourself as the website clearly has an abundance of information for all their travellers) taxi business cards (we gave them to you), you told Christine that you were a London cabbie and talked about Old Street in London where Christine comes from, talked and laughed about some pubs, how your parents lived on Pitfield Street just around the corner and then onto football as most of you were Arsenal supporters and then light hearted jokes about 1 of you supporting West Ham & Keith being a avid Chelsea supporter. You even joked about Stephen getting sun burnt. When and how was this all either unfriendly or unwelcoming?
5) Generalisation? We did not nor do we generalise or pre judge any guest.
We have hundreds of guests staying with us every year attending all sorts of Festivals whether IOW Music, Bestival, Jazz, V-Dub, Rhythmtree, Jack up the 80’s, 1940’s Experience, Steam Railway, Classic Car, Scooter & Walking & Cycling Festivals. They age from 18 to 90 so why do you think we treat any of them differently?
6) We are both in our early 50’s Professional Business people with 30 years in Senior Management in Government Service as a Chartered Surveyor & Christine a School Administration. So who is generalising now?
7) Thankyou for your next few lovely comments about the guest house being very nice, excellent location, very clean and with some very nice touches, extensive array of toiletries, nicely decorated and with all the extra additions. You also gave us an average score of 3 out of 5 for Value, Sleep Quality & Rooms (which are all a little harsh but explained elsewhere) Location & Cleanliness 5 out of 5, which still works out to be and average to good overall score of 3-4, and are all contradictory to the overall terrible mark of 1 out of 5 you gave us?
All we ask that Reviewers consider the overall marking fairly. Weighing up all the different aspects of their stay which you have clearly not done so. Obviously you were not happy with only one area our service but all others aspects were perfectly fine, so why only 1 out of 5 a terrible score?
8) We do take your feedback onboard about our good quality curtains letting the glorious afternoon sun through and may consider black out curtains in the future but as most guests wake up at around 6-7am this has never been an issue before.
As far as sleep quality & rooms are concerned they are of a excellent standard and all rooms vary in size from standard to large and all have good quality rated modern Dreams beds and mattresses and our prices range from £34 to £40, which is clearly not excessive for Shanklin or on the Island and we are ‘great value for money’ as voted by Trip Advisor reviewers.
9) Due to the exceptional summer we have all been experiencing, any room will be warmer than usual, primarily due to the Mediterranean heat wave with temperatures of 24 to 26 degrees which is out of our control. Your partner also complained that we didn’t have any Air Conditioning? Would she really expect it in our establishment? We are a very old 1866 Victorian Family building and not a purpose built Hotel, so it is unrealistic to expect air con!
We do provide fans if asked (and as the heat wave has continued we have since furnished all rooms with Tower Fans as standard to make guests stay more cooling). However warm your room should become that does not mean that you unhook the safety chains off the windows, open them up 3 feet wide, (which is in breach of our H & S Policy and a security risk). Net Curtains do NOT impede air flow into a room and screwing them up and tucking them in the top wire does not make any difference and throw all the bedding on the floor for us to pick up after you is not the answer either. If your room was so warm why then did your partner ask for a Feather Duvet? Had you come to see either of us at anytime during your stay we would have been more than happy to remove the duvet completely and replace with a top sheet and bed throw? Which is why we left you a polite note to this effect as we never saw you for days?






10) Breakfast – Unfortunately we do not do poached eggs due to the exact timings and consistency that everyone likes their eggs when cooking for 16 to 20 people all at the same time, why did you not enquire about this during your check in along with your requirement for Skimmed Milk? Your comment that we should have made a short apology? Christine in fact did apologise to your partner when she cleared the plates which was responded to with “that’s ok no problem”, which was followed by 1 of your party on the adjacent table to input “well I won’t get my dippy eggs then” which to Christine seemed to be a private joke among you and therefore did not warrant a response. Why do you feel that it is acceptable to alter an establishment’s menu choices? Would you do likewise in a restaurant? Also during service your partner asked me for Skimmed Milk, I went to check to see if we had any left and promptly advised her that we hadn’t but we would get some for tomorrow’s service as we were not advised that she required Skimmed milk? When Christine was at your table, your partner quite rudely said and we quote “oh tell that man not to bother with the skimmed milk” a show of total disrespect considering ‘that man’ was Keith one of the owners. We feel that we offer an ample selection on our 8 different cooked breakfasts that should be enough to cater for everyone and is slightly better than adequate.
The menu we set is our choice based on the majority of guest’s requirements and is in line with Visit Britain criteria from the Hotel Inspector.
Christine did not dismiss your enquiry regarding her birthday in the manner to which you have said but did respond with it was okay and that I had cooked a lovely seafood meal for her and some wine. She did not, nor was she required to explain to you the sad news that she had received concerning a close family loss, unlike the other guests who were half board this did not affect your stay when she had to go to the mainland to attend her uncle’s funeral. The conversation continued between you, Christine and guests sitting to your right, you were asked about the festival, bands playing, amenities etc. Christine gave you directions to the beach as you were all going for a swim before heading out for the day. How is this construed as being rude and ignoring you in favour of our other guests?

Cleaning of Rooms; During the conversation at breakfast on Friday Christine was asked by your partner not to bother cleaning any of your rooms for the duration of your stay as you all wanted to return to bed after breakfast to catch up on sleep. As is our check in policy we advise guests as to our breakfast/evening meal times and cleaning times when we ask guests to allow us access to their rooms (between 10:30 – 12:30, Lucy is paid for those 2 hours) in order to maintain them, change towels when required and replenish beverages etc. It was your choice to decline this service. In keeping with our Environmental Policy we ask guests to re-use their towels, by that we expect guests to hang their towels to dry, as you would at home, explaining that we change towels mid way through your stay (linen dependant on length of stay) Taking into consideration that we were not required to clean your rooms (3 of them) we finished housekeeping a little earlier than usual which meant that Lucy had time to clean the communal areas before leaving (apart from Saturday) and Christine went out shopping and I started other jobs around our premises. You seem to be under the impression that owning and running a business such as ours only requires a minimal time to cook and clean, there are far more aspects to this business other than those of actual guests service all of which takes up all of our time, we do not work 9 to 5, 5 days a week we work from 6 to 11 for 7 days a week.
11) Your Note – Yes it was thoughtful of you to leave us a note to say
‘Hi There, Just a quick message to say Room 6, 8, 9 won’t be joining you for breakfast tomorrow!! We’re going to have a lie in instead!! Cheers X.’ However, it had no mention of the next two days as you suggest, as the key word is ‘tomorrow’- Saturday. Hence the confusion.
Unfortunately as you wrote it on the back of one of our small Business Cards (which is 2 inches by 3 inches) and slid it under the Guests Lounge Door. (Maybe it would have been better to have placed it in a more prominent position - under the dining room door or our private quarters so we might have seen it?) The card is the same width of the fire door, no guests or we found it until 8.15am, when I went to collect the daily papers from the front door. By which time Christine had already prepared the main part of breakfast ready for our 8.30am service.
12) Our Note – Saturday evening after dinner service and when I return from my bowls match around 7:00pm I noticed your bedroom window was open dangerously wide). After Christine explained the incident she had and that Lucy had only managed to clean 2 of the rooms I decided, although late, to check on your rooms, change towels replenish beverages etc. I checked to see if you were in your rooms but as there was no response I entered with the sole purpose of the above i.e. closing the window and found the rooms in a very untidy manner hence (as mentioned curtains and nets, soft furnishings on the floor, bags & clothes etc on the floor which hindered a clear pathway to walk around the room, bathroom light left on, toilet not flushed) so a polite note was left informing you of our guidance in these situations. We ask all guests ‘to please help us so we can help them’ during their stay, so we apologise if you felt this comment offended you or was being patronising but as we have very high standards we endeavour to maintain them at all times.
13) The following day (Sunday) whilst working outside on the front forecourt you all past me and there was an exchange of pleasantries as you departed for the festival. As there was not mention of the said note or any indication that you would not be requiring any further breakfasts I never thought any more about it and continue working.
14) Breakfast Forms – On arrival we leave Registration Forms and Breakfast forms in the rooms for guests to complete and leave in the bar area before going out in the evening. Afterwards we always give the breakfast menu forms out to B & B guests at the breakfast table and for those on Half Board after their evening meal at the table. You all completed your forms on Friday morning for the next day’s breakfast. We have never been required to or have been in this position to be expected to leave any further forms in rooms after guests have gone out in the afternoon. It felt to us that you wanted preferential treatment and expected us to run around and fit in with your timetable regardless of ours. When guest’s book and pay for Bed & Breakfast or half board, we automatically assume that they will attend breakfast or dinner at the given time. The assumption you made of ‘No Forms No Breakfast’ is not the way we work, if guests do not complete a fresh breakfast order we assume that they, like you, are happy to have the previous days order.
As your little note only stated that you would not require breakfast for 1 morning how were we to know that any different? There were no further notes to indicate otherwise. Maybe when you left your rooms during the afternoon you should have taken just a couple of minutes to come and discuss the issue of breakfasts, out of courtesy if nothing else, with us on your way out, then there would not have been any confusion on either side.
As we were not advised Christine cooked all 5 breakfasts as per your original orders for Sunday as by 9:20am not even 1 of your rooms appeared for breakfast it was all binned. It maybe a fact that yes you paid for your breakfasts but wasting food unnecessarily is not ‘doing us a favour’ and shows total lack of respect to the owners of any establishment. .
15) Next two days – As you were then getting up at whatever time you liked without any due consideration to our work schedule, we only ever saw any of you in passing until your departure on the final day. We only saw you collectively for any length of time at check in and Friday breakfast.
16) Check out Time – How can you state that you were unaware of the check out time? Like every establishment we have clearly displayed sign in the hallway, details in our brochure, and on all our correspondence letters to guests, i.e. booking enquiry letter, booking confirmation letter, invoice and receipt of payment. All of which you received via post/email on 14th January which you had on your phone/ipad/laptop and the final Invoice letter dated 21st April, and more importantly on page two of our website (which unfortunately you all missed). However the one place it doesn’t appear which you looked at was in our guest information book. This is currently undergoing an update to incorporate all of our facilities and we will ensure that our check out time is clearly indicated. As with all establishments in the hospitality industry whether in the UK or abroad, from an unrated B&B to a 5 star hotel/complex there is a Check In and Check Out time, a schedule for cleaning and times for dining. Our check out time like many others on the Island is 10am, most guests have early ferries or wish to spend a few last hours on the island and are happy to comply with our check out time, this allows just 4 hours for the rooms to be stripped and thoroughly cleaned and made ready for new guest’s arrival from 2pm.
Why did you all assume that this did not apply to you? Again maybe you should been more considerate and polite to speak to us and not to have assumed that you could just have a lie in and leave when you felt you were ready regardless, as quite rightly it is unrealistic for anyone to contact us at 1 or 2am in the morning unless it’s an emergency.
17) Departure – This is the main contentious point of this whole review as if you had checked out at the correct time, as all other guests, at 10am as is our policy then the following would never have occurred and as you said ‘you would have given us a positive review as our guesthouse itself is perfectly nice’ as up until then regardless you were all 99% satisfied.

On Monday after our breakfast service as usual we cleaned back the Kitchen re-set the dining tables for the next meal service. At 10:30, Lucy, our Housekeeper arrived to start her 2 hour shift, as she does every day. As all the other holiday guests had left for their days sightseeing, the rooms are split between bedrooms (Lucy) and bathrooms (Christine), having finished Room 11 Christine moved to Room 10 opposite Rooms 8/9 hallway.
By now it was around 10.45 to 10.50 (not 10:10 as suggested), as we had changeovers in the rooms that you and your party occupied I thought I would just check to make sure that you were all ready to leave? You state you had your bags packed and were ready to leave but you were still in the bathroom showering when I knocked on the door. Which we find in our opinion contradictory.
You state that you heard a knock at the door and also a male voice, which again if showering with the power shower going, the door shut and extractor fan going, would make it a little difficult to hear anything let alone so clearly, so how do you claim to have heard anything coming from outside of the room? How could you? In fact it was some 5 minutes before you emerged from the bathroom, it would have taken this long for you to dry and dress yourself. For your information I did knock and enquired politely ‘Good Morning, Are you all packed and ready to leave? To which your partner replied ‘No Why’. I then continued to say that check out time was 10am which had passed some time ago and we will need all 3 rooms soon for changeover for the next guest’s arrival at 2pm.
To which your partner said “well we didn’t know or couldn’t find out last night what time check out was, so we have all decided we would have a lie in and leave between 11 to 12 noon”. It again would have been polite to have advised us and/or checked with us whether this would be okay. I continued to inform her that unfortunately this was far too late. It was at this point that your partner actually lost it and told me (and I quote) “Oh now you want to talk to us just to tell us all (F Swear Word) off” and in fact started to verbally abuse me and Christine ranting on about everything that had occurred earlier, re: note. I am not going to go into much more detail but this is why the problem and bad review occurred.
During the rant you eventually emerged from the bathroom and just stood at her side listening at the door. If the abuse was so bad, loud and disgusting and coming from us why did you not step in and say anything, not even one word in your partners so called defence? Simply because the barrage of abuse did not come from us but from Andrea, it was all one sided and has been blown out of all proportion. The only thing you did was to actually restrain and pull Andrea away from the doorway as she was getting more and more agitated waving our information folder in the air and overall this was not resolving any issues.
Given that you state we were shouting and it was so disgusting and unprofessional etc, why didn’t the occupant of Room 9 (whose door I was standing outside of only 1 foot away next to yours Room 8) come out to see what was going on? Why didn’t your companions in Room 6 come out and see what was going on? Could be 1 of 2 reasons, they didn’t hear anything at all (unlikely considering the way in which you described the situation) or 2 they only heard Andrea ranting and did not wish to get involved. Which only goes to confirm that it did not happen as you have written?
As with any stay you have a right to put a review on Tripadvisor website but you are not permitted to discuss what to write with others copy each other’s wording or coerce them after the event when you/they have not factually been involved with any action/points raised.
By now it was 11am and time was ticking by and as the situation was not being resolved by our presence we endeavoured to walk away and defuse the situation but to no avail and only to receive more verbal abuse and shouting from your partner. We had no other option other than to defend ourselves and our actions by calmly pointing out that shouting at us would not solve anything and that we were in our rights to make an issue and bring to any guests attention if we felt that our hospitality was being abused, Christine reminded your partrner of her companions demands for her to clean her rooms (she did not mention her by name just the room number) as though she was nothing more than a ‘serving girl’, your partners response was “ I don’t give a t##s about what she did, not my problem”. As your partner was the lead name for the booking then she is responsible for the actions of her companions. In fact when I finally was able to walk away, I spoke to Christine and we discussed that maybe the situation required the intervention of the Police to have them evicted as it was now evident that to us they had overstayed their welcome and their behaviour towards us on our property was becoming threatening which is an offense in itself and we were well within our rights to do so! Fortunately we did not have to.
Eventually your partner was pulled back inside by you and we can only assume that you knocked on your companions door as you all departed in a rush some 10 minutes later with a final childish act of kicking the little wooden cat ornaments off of the stairs.
18) The final decision of whether the events that took place according to you are factual is entirely up to the reader of the reviews and our responses. Can 170 other reviewers be wrong and only 2 are correct?
We have always maintained a standing of 1st or 2nd best in Shanklin/IOW on Trip Advisor we would not be receiving the reviews and ratings that put us there if we behaved in the manner to which you describe. You cannot run a successful business by behaving in that manner and we would not be 90+% fully occupied every year since building this business up since 2007. We are well aware that due to your so called review and ratings that this will affect our overall standing, this of course was your main aim but we will always come back on top. We haven’t won Awards, voted Best Establishment on the Island in 2011 & 2013 and finish 10th & 12th in the United Kingdom and entered for the Visit Britain Beautiful South Awards by acting like Fawlty Towers!
We are the owners and not employees we take great pride in our property and our business (as we do virtually everything ourselves) and we take great pleasure from knowing that the majority of our guests are happy with our accommodation and the services which we supply that’s why we always strive to go and do that little extra for our guests whether that is celebrating a special event or something more trivial. All we ask in return is that guests treat our property, us and our staff with the same respect that they would expect from us. We do not expect nor will we ever accept being treated in such a manner in our own home.
Paying to stay in an establishment does not give you liberty to act in the manner such as you and your friends. All we ask from our guests is that they appreciate the work that goes on behind the scenes in making their stay with us an enjoyable experience and respect our home as you would your own. We strive to make our guests welcome, a home from home; we add little touches to the rooms for which we do not charge extra like some major hotels. Yes we have guidelines but they are minimal and are there to help us to help our guests continue having the high standard of accommodation to which they arrived. Is that really so wrong?
Just a final suggestion/advice. When you are again seeking accommodation on the Island for either a short break or attending the festival, this applies to anyone attending the festivals, if you require an establishment with no restrictions on meal times, cleaning regime, check in or out times then it is quite simple. By entering 2 simple words you will find the appropriate accommodation to suite your needs: SELF CATERING.

Christine Beckett
Owner
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Highworth, United Kingdom
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 17 June 2014 via mobile

My husband and I have just spent a most enjoyable week at Swiss Cottage. Our room was lovely with everything we needed and more. The ensuite was well ventilated with an opening window.
Breakfast included a huge choice with bowls of fresh fruit salad, yoghurt, cereals and a range of freshly cooked food.
The owners and staff were welcoming and nothing was too much trouble.
We highly recommend Swiss Cottage. Mirian & John, Highworth.

  • Stayed June 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Mirian S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KeithBeckett, Owner at The Swiss Cottage Shanklin, responded to this review, 26 June 2014
Thank you John & Mirian for your stay with us in Room 7 during the 7-14th June.

Thank you also for listening to and clearly understanding our welcome meeting information and helping us to run smoothly by coming down for breakfast between 8.30 to 9/9.15am as requested, showing politeness by allowing Christine and our Housekeeping member of staff access to your room between their working hours of 10.30am-12.30pm and for your friendly and open banter in the dining room with us and the other guests at breakfast every day.

Yes the glorious weather we have been having on the Island of late which has been on average 25 degrees has been very nice indeed and as you say by opening the window to ventilate the room is very pleasing with a small off shore breeze.
With any building that is 148 years old, it is unrealistic to change the Victorian features and character of the building for modern air conditioning when a simple open window on the safety chain does the job.

We are also pleased that you liked our detailed breakfast menu that we have adapted over the years and is all cooked to order by Christine every day to cater for everyone’s pallet and is more than adequate for everyone’s needs and as long as we are informed on the Dietary section of the Booking Form that all our guests complete, we are able to cater for gluten free, vegetarians and special requests in advance of your arrival.

With our well appointed rooms and all of the little extras you can think of, we are proud to be rated as a Four Star Silver Award winning establishment and are very pleased to see that you marked us excellent 5 out 5 on all aspects of Trip Advisors categories for Value, Location, Sleep, Rooms, Cleanliness & Service and as a overall marking.

It was sad to see you leave on the Saturday before our check out time of 10am but are happy that you are coming back again next year for another holiday with us.

Best wishes
Keith & Christine
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Liverpool, United Kingdom
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 15 May 2014

Enjoyed a fantastic week's stay in this truly wonderful accommodation hosted by Keith and Christine - a delightful warm friendly couple who did everything possible to make our holiday there so enjoyable. The whole place is immaculately decorated and spotlessly clean. Every facility you could wish for in your room is provided - a lot of thought and experience has gone into this. We booked half board and the food was very good and plentiful throughout our stay. All in all the standards here are incredibly high.Many thanks Keith and Christine.
B & L,Wirral.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank BrianE871
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KeithBeckett, Owner at The Swiss Cottage Shanklin, responded to this review, 17 May 2014
To Brian & Lesley
What a lovely couple and such a lovely review to cap off a great weeks stay with us.
We do hope you hurry back and stay again with us, as its guests like yourselves that make our job more enjoyable!
Many Thanks and enjoy the summer weather
Best Wishes
Keith & Christine
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Shoreham-by-Sea, United Kingdom
Level Contributor
49 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
5 of 5 bubbles Reviewed 5 May 2014

As 2 couples we stayed at The Swiss Cottage for the Easter weekend. Everything you could think of is provided from shampoo, toothbrushes, make-up remover etc..... to a great choice for breakfast. We couldn't think of anything else they could add !! Great hosts with a very warm welcome which extended to a gift of Easter Eggs on each table on Easter Sunday - a lovely touch. Great location for exploring the island and close to the beach.
A great weekend in a great B&B. Thanks Keith & Christine.

Room Tip: We had ground floor rooms which were lovely
See more room tips
  • Stayed April 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank jeanGenieXX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KeithBeckett, Owner at The Swiss Cottage Shanklin, responded to this review, 6 May 2014
To Jean & Keith and Stan & Wendy
Thanks for making Easter an enjoyable weekend along with the other guests who have already put kind reviews on.
We are very pleased that our many reviews lived up to your expectations and it is always nice to get appreciated especially from a Senior Contributor.
See you all again and hopefully for a longer stay.
Kind Regards
Keith & Christine & Tansy
PS. Glad you liked the Easter Eggs!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hotels you might also like...
Also consider these accommodations in or near Shanklin
0.2 mi away
The Clifton
The Clifton
#1 of 54 in Shanklin
4.5 of 5 bubbles 430 reviews
3.0 mi away
The Royal Hotel
The Royal Hotel
#1 of 9 in Ventnor
4.5 of 5 bubbles 781 reviews
0.4 mi away
Luccombe Manor Country House Hotel
Show Prices
Show Prices
Show Prices
0.5 mi away
Luccombe Hall Hotel
Luccombe Hall Hotel
#6 of 54 in Shanklin
4.0 of 5 bubbles 801 reviews
0.1 mi away
Carlton Hotel
Carlton Hotel
#7 of 54 in Shanklin
5.0 of 5 bubbles 310 reviews
0.3 mi away
The Channel View Hotel
The Channel View Hotel
#4 of 54 in Shanklin
4.5 of 5 bubbles 370 reviews
Show Prices
Show Prices
Show Prices

Been to The Swiss Cottage Shanklin? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about The Swiss Cottage Shanklin

Property: The Swiss Cottage Shanklin
Address: 10 St. Georges Road, Shanklin PO37 6BA, England
Phone Number:
Region: United Kingdom > England > Isle of Wight > Shanklin
Amenities:
Bar / Lounge Beach Beverage Selection Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Suites
Hotel Style:
#1 Green Hotel in Shanklin
#2 Best Value Hotel in Shanklin
#3 Luxury Hotel in Shanklin
#6 Romantic Hotel in Shanklin
#6 On the Beach Hotel in Shanklin
#11 Family Hotel in Shanklin
Price Range (Based on Average Rates): £
Hotel Class:4 star — The Swiss Cottage Shanklin 4*
Number of rooms: 8
Official Description (provided by the hotel):
Hello There, We are now filling up fast so hurry up and contact us as we are 60% full for our 2016 Season already! The Swiss Cottage is the Pride of Shanklin and has been consistently voted in the Top Five with 96% or 5/5 Satisfaction for being one of the best in the Hotel category for Shanklin & the whole of the Isle of Wight. We have now won two Trip Advisor Travelers Choice Awards in 2011/12 & 2013/14 aswell as Certificates of Excellence in the past 5 years running since 2012 to 2016. We have also been awarded a much sought after Green Leaders Gold Level Award in 2014 & 2016 for being Environmentally Friendly re our Towel, Linen, Lighting & Recycling procedures, so we would like to Thank all those who have abided by our simple guidelines to help us achieve this Award. In October 2014 we were voted the Best B&B/Guest Accommodation on the Island and were also placed in 4th Place as Highly Commended in the prestigious Tourism's The Beautiful South Awards. So why not check us out and read what everyone is saying about us! We are continually updating and keep the place clean and modern by putting in new comfy seating on the decking area, touching up the rooms and improving the place even more for your comfort. Although it only has 8 en suite bedrooms, our guest accommodation has that personal touch that many of the larger Hotels doesn't provide and is run by Keith & Christine the Owners. Whether it is B & B or Half Board we have tried to cater for everyone's needs whether single, double, friends or families, (sorry NO Children under 10 years of age or babies/infants), a safe environment for females and groups, in our comfortable modern bedrooms and bathrooms that we have converted in this old 1866 family home. (Unfortunately we do charge a Single Supplement in our School Summer Holidays and also slightly higher rates over our popular Bank Holidays & Festival Weekends. We have tried to think of everything for you, from Flat screen TVs, DVD, CD Players, Sky, Free WI-FI, fans, mini fridges and much more to make your stay a pleasurable one! We also arrange discounted Car Ferry crossing for you with Red Funnel or Wightlink. Unfortunately due to our continuing popularity, we no longer take one/two nighters as minimum stay is 3 nights as we now specialize in short breaks of 3/4 nights and a weeks holiday to ensure you see as much as the Island as you can. All of the above has transformed this property into a 4 Star plus with a coveted Silver Award for Service, Cleanliness and Hospitality and also a much sought after Breakfast Award for our full and varied Breakfast. We know and are realistic that after reading all our wonderful reviews, there are always some people out there who will come to try shoot us down, nick pick everything and will try our patience, leave rooms in a state, go against our guidelines and generally be unruly, so if you are one of them we ask that you go elsewhere as we only happy to accept friendly respectful guests here, who want to enjoy themselves with us. We may meet as strangers but all our guests leave as friends. A Home from Home but don't forget to bring your slippers! Kind Regards Keith & Christine ... more   less 
Also Known As:
The Swiss Cottage Shanklin Isle Of Wight

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing