“A beautiful house very well furnished to a very high standard well situated in Keswick
The only disappointment was we had requested a cot and a high chair and neither were there on our arrival.”
- Christine, December 2021
Dear Christine,
Many thanks for sharing your feedback and we are delighted that overall you had a wonderful stay in Oak House.
Of course, we are sorry to read about the issue with the cot and high chair, and can only apologise. They are available in Oak House but in a cupboard under the stairs, not out in the open. There is also a note in the house manual, but probably not clear enough. Unfortunately, we did not receive a message from Heart of the Lakes that you had requested them, or we would have got them out to make it easy to find.
As soon as I read your feedback, I spoke to Heart of the Lakes to find out why we were not informed and learned that as a policy they do not pass on requests if an item is already available on the property. I have now asked that they always pass on any requests to us, even if an item is already available on the property, so we can make it very easy for our guests to find the things they need. So thank you for flagging this to us or we would not have been aware.
We will also make it clearer in the guest manual too, and I have made a note to leave them out for your next stay with us.
Thank you once again for sharing your feedback, and we look forward to welcoming you back to Oak House soon.
Take care and best wishes,
Gillian Property Owner
