We are sorry that this reviewer had such an unhappy two days with us at the Woodlands. All feedback is welcomed and we try to take on board constructive criticism and comments. However, we feel that not only has this reviewer made some blatantly inaccurate observations, some of the comments are extremely hurtful, emotionally and economically. We make no apologies to responding to this review at some length.

Yes, the hotel is located about 450 yards from the village centre and there is a steep hill, which happens to give a panoramic view over the picturesque harbour, beach and coastline. Our Access Statement on our website mentions the hill and prospective guests are made aware of the fact if they inform us that they have health or mobility issues. We have often picked up guests from the village when they feel that the hill is too much for them. There is no problem for the vast majority of guests.

We apologise if the reviewer considered that the premises smelled of old cooking oil. The kitchen is located at the bottom of the stairs and opens onto the hall. We are a bit surprised by the observation as the only cooking done the evening of their arrival did not involve the use of any fryers. We concede that in the mornings the smell of grilled bacon might waft up the staircase but by no means does it permeate the rooms. We leave the doors open to unoccupied rooms because not only does it create a warmer atmosphere but we have found from experience that guests discover we have a variety of rooms available. The comment is rather contradictory; surely we would keep the doors closed if there was a problem with cooking smells permeating throughout the hotel?

We have two superior rooms which have large bay windows with a partial sea view. The two superior rooms on the second floor have a better sea view and both rooms have two windows with quite a high window ledge(at a height of 3ft6ins). But to suggest that you have to stand on the bed to see the sea is ludicrous. We do not recollect having any adult guests who were less than 4ft tall.

The comments about the ‘old’ blankets are inaccurate. The room the reviewer stayed in has a super king size bed and is fitted with polar fleece blankets. These blankets are thin, for maximum comfort, but as the name suggests are also warm. As for the comment about a throw on being on top of the bed, of dubious cleanliness, the reviewer is not very observant. We do not use throws which are so popular with the big hotel chains, but we do use quality bed spreads which are cleaned regularly and are cleaned immediately if necessary due to accidental mishaps. The towels in their room, including bath sheets as opposed to the standard smaller bath towels, are made of Egyptian cotton and certainly were not threadbare.

We agree that some of the furniture is a bit dated, particularly the fitted cupboards. We would love to be able to refurbish some of the older fittings but unfortunately it is a matter of economic priorities. A small establishment like us does not generate huge profits and one has to prioritise spending. For example, one of the most important items in a hotel room is the bed and in the nine years we have been at the Woodlands all of the beds and mattresses have been replaced twice.

We are quite frankly flabbergasted by the comments concerning the cleanliness of the room and hotel. We pride ourselves on having very high standards in this regard and from comments from other guests and official inspections we believe we maintain a high standard. Ironically, we had our annual surprise health and safety inspection, conducted by the head of the department, just two days prior to the reviewer’s visit. We were given the highest possible grading and the certificate is on display at the entrance. Similarly, we receive surprise inspections from the Welsh Tourist Board every year and in the nine years we have been here we have always received top scores for our housekeeping and cleanliness.

With regard to the comments about the quality of the breakfast ingredients, this would again be completely contrary to the normal complimentary remarks we receive for our freshly cooked breakfasts. The sausages and bacon are supplied by the village butcher who supplies numerous establishments in the area, including hotels with a much higher grading than ourselves. Our bread is supplied by an independent baker from Laugharne and is of a much superior quality to that found in supermarkets. We try to serve the toast fresh with the cooked breakfast and are usually crispy as the majority of guests seem to prefer it that way. The toast is certainly not left ‘sitting around for ages’.

As is standard practice in the trade, the reviewer had given card details to guarantee the room. Yes they would have been charged for one night if they had refused to take up the reservation. But equally if they were so upset with the room and breakfast they would have been perfectly entitled to have checked out before 10.30am without incurring any charge for the second night that they had booked.

We have a lot of experience both as hotel owners and as guests in all manner of establishments all over the world .If you have problem or are unhappy about something it is by far the best solution to raise the matter with the management. Invariably something can be done to overcome the problem or at least alleviate it. None of these alleged complaints were brought to our attention during the reviewer’s stay and instead he has hidden behind the anonymity of Trip Advisor. Perhaps a clue lies in his user name, ‘chickincheltenham’, which maybe says it all.

Finally we would like to point out that we are a 2star establishment with competitive prices to match that grading. The reviewer’s arrogant comments about other guests’ expectations being of an inferior standard are very rude. Our guests come from all walks of life and embrace the full social spectrum. Many of them have taken the trouble to write reviews on Trip Advisor which are at complete variance to this reviewers’ comments .We hope that our comments and the reviews of the vast majority of our guests will give a much more objective and fairer view of our hotel.
With thanks for taking the trouble to read this response,
Mark & Nicole Bowles