As you can understand, it's deeply disappointing to receive a review such as this. We have taken our time to investigate the substance of the review and this is our response.
ManzieS's partner chose and made the booking at Abbotsford and it became clear on the morning after their arrival from her body language that Abbotsford Country House was not what she wanted. We accept that Abbotsford Country House won't suit everyone but it was their choice. We did try to ascertain what the actual problem was but she refused to talk and her partner said nothing was wrong. Granted, the dining room was at the peak of activity when they arrived for breakfast but we did welcome them and asked if they could wait a minute whilst we got them seated and explained breakfast. That wasn't what ManzieS wanted to hear. They left and I followed them back to their suite. We invited them back over for breakfast but they did not show.
Later that afternoon, we received a call from ManzieS's partner saying they MAY not stay the additional night if they found other more suitable accommodation. But then again, they MAY stay the remaining night. We were hardly in a position to provide a refund on a suite they may still occupy nor did it leave us much of an opportunity to sell that room either.
Some other points that need noting.
Firstly, Barossa Pavillions, our neighbours, have confirmed that this couple have never stayed at the Pavillions.
Secondly, there are no flowery curtains in the suite they were staying in. The only flowers in their suite were the fresh roses from our massive rose garden.
Thirdly, the furniture in their suite comprised of a Huon Pine wardrobe, an English Oak dresser and a Huon Pine side table. Meticulously restored. The extremely expensive wardrobe was owned by a prominent Barossan family and the other pieces were sourced from our time in Scotland.
Fourthly, when the guests arrived late and mentioned they were going to pick up some cheeses, cured meats etc from our local deli, we offered to provide them with a tray with crockery and cutlery etc to dine in-suite. ManzieS's partner chose not to take up the offer.
Fifthly, we no longer do dinner in house except for large groups. Simply due to the many dining options the Barossa now has. Had ManzieS's partner contacted us earlier (or read our website), we would have happily arranged a reservation.
Regarding, breakfast. I guess after ten years and having welcomed over 16,000 couples to Abbotsford we would have worked out when our guests liked breakfast. And 8.30 to 10am is, for the overwhelming majority of our guests a happy compromise between a bit of a sleep in and not losing too much of the day when they could be out enjoying the region's world class food and wine.
Finally, AAA Tourism, who administer the Star Rating Scheme in Australia have again, for the 11th consecutive year, rated Abbotsford Country House as a 4.5 star property. There can’t be a more definitive statement regarding our standards of quality, cleanliness and facilities other than our TripAdvisor reviews.
As we have said, as deeply disappointing as this review is, and as much as we might try to ensure a truly enjoyable stay, we have to accept that Abbotsford Country House is simply not going to please everyone.