“Even if you get in an unexpected trouble be sure to let these people know far in advance”
Our friend´s car broke on the second day of our scottish vacation. Around 9a.m., after we left B+B near Callander, the car fumed and the arm went to a red area on the display. We stopped and called the owner of our last B+B, he arranged our car check-up at the nearest car sevice (few kms after Callander in the forrests and fields). Well, head gasket - change it (won´t be done the same day and pay a fortune) or leave it for parts sale. Countless phonecalls started. We also called the BurntreeHouse B+B that we might not arrive because our car is down and won´t be done tonight if it was a problem:"Such a short notice? Yes,it would be a big problem!" Sorry, we did not include a car-break-down in our vacation schedule - if we did, we´d let Burntree House B+B know at least 2 weeks ahead! We waited for the insurance guy to arrive (at 2p.m.), then a necessary procedure.After a lot of thinking, we decided that it was not worth the repair, we decided to rent a car (but from a company which would let us return it at the airport at the end of the trip - impossible, another countless calls to find this rental company). We ended up renting a car from this service after all, necessarily returning it there (had to change our trip plans and rearrange bookings). We arived to Burntree House B+B after a ruined day in a heavy rain. "Here are your keys and rooms are upstairs".They helped us with our luggage up to the floor.What a "warm welcome"! In the morning, a vacuum cleaner banging on the floor and stood behind our door clearly indicated to leave and not detain. At the breakfast, at 8:10 a.m. it looked if we didn´t finish fast enough, it would be taken away as a clean-up started while we were still eating. Sorry for bothering. If we knew we´d never rush to arrive and stayed south near the service and found a place to sleep there (Killin area).Fortunately, it was the only bad experience on our trip.
Room Tip: Breakfast would be good if we had a chance to enjoy it. Water kettle cabel (rooms) is short-you prep...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
23 August 2011
Myself and Adam were extremely dissapointed to read your review and the fact you were disatisfied with your stay with us at Burntree.
We both pride ourselves on our customer care and friendliness to all of our guests at all times and had hoped that we offered you all this service.
Adam remembers the phone call he received from yourself explaining your predicament of the unfortunate incident of the breakdown of your car which obviously must have been upsetting to you all whilst on your holiday. He did in fact say to you that unless we were able to re-sell the rooms at such short notice that we would have had to charge you which is a standard procedure in the hospitality industry, I can assure you that had you cancelled and we re-sold the rooms then of course you would not have been charged, unfortunately as we are not on a direct road we rely heavily on our website business as we do not get passing trade which makes it harder for us to re-sell rooms at short notice. I remember clearly Adam taking all of your bags upstairs to your rooms, but was unsure of whose bags were for which room so felt that it would be fine to just leave them at the landing opposite the rooms,
I myself checked you into your rooms and I could clearly see that you had had a very tiring day and with the weather being so bad you were all cold and wet,, so although i would have chatted to you as I normally do with all of my guests I could see that you all just wanted to relax and settle down for the night in our comfortable rooms, I did feel that I was my pleasant self to you and I certainly remember saying that if you needed anything do not hesitate to come and see me downstairs. I am sorry that you felt that breakfast was rushed, myself and adam always try to make our guests feel comfortable and relaxed each and every morning and I am surprised to hear this. It is common procedure if one of our rooms has departed that we would try to get them serviced as soon as possible so that rooms are ready early and promptlly for on coming guests but in no way is that meant that any guests should feel rushed, we always say to our guests that although check out time is 10am they are more than welcome to stay longer should they need it.
Once again please accept our sincere apologies that you did not enjoy your stay with us at Burntree, we have always prided ourselves on the fact that we have a amazing guest book with fantastic reveiws from all of your guests and on tripp advisor also so to read your was upsetting for us both also.
I sincerely hope that if you ever decide to come back to Fort William that you would choose to stay with us once again, we would be only too pleased to welcome you once again as you seemd lovely people.
Yours Faithfully
Florence & Adam
Burntree
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
