Burtree Country House & retreat — Hotel in Great Britain

This was meant to be our mini honeymoon. However we were completely let down by the service. There was no one on reception to greet us. Then they didn't know who we were. The communal areas were dirty, cluttered with rubbish. Childrens toys absolutely grubby. No care or cleanliness was taken into consideration. Our room was such a let down and not what we were expecting for the price. The bed was broken and about to fall apart, it was really noisy just sitting on the bed. The kettle was broken,had old water in from the previous people staying. There was dirty scum all down the kettle where it had not been cleaned. The was tea spilled on the cupboards not cleaned off. Dirt on the walls and light switch. There was 3/4 enpty wash bottles (for single use left) the was a hole with the ceiling paper coming down. And this was just what we noticed Initially. Feeling upset, we tried to speak to someone. But there was no one around. We called 3 numbers before we got hold of someone. The man who answered put the phone down on my husband. Leaving us fustrated. He called back 10 minutes later to say the manager will home in 3/4 hour as she was collecting her children. I said absolutely no way. By this point it was 18.45 and we were not happy to stay. This was not the VIP treatment listed on their website. We started packing up pur car. They the owner appeared. We explained why we were not happy to stay. Another room was offered. but the communal areas were mucky and service we had revieved was not of one we would expect. We were ylld on arrival they couldn't give us a full English cooked breakfast as we were short staffed. I communicated many times the morning we were staying and not once did the owner tell us. This is diffrent to what was described on booking.com. there was no where to go for miles and the home charged £10 to get good sent there. Our hot tub was meant to be private. However it was in the conservatory.. surrounded by windows and a entrance to the property. So not the private experience we were expecting. We told the owner because of this, we just wanted to go.. we felt uncomfortable and I just wanted to get a full refund. The owner said it was with booking.com. so I asked for a letter to be written by them. So we could get a refund. The owner said she would do beyter abd send me an email to get a refund. For over a week I have had to chase with the owner who did not respond from Friday untill the Monday. Liaise with booking.com. The owner has lied and gone back on her word! She now states she never agreec to send the email. And despite numerous emails, telephone calls she is refusing to fully refund us. The room cost £222.64. I have requested this back and added compensation for extra Costs. But instead she's give us £55.66 travel voucher stuck on booking.com. not our bank. After booking.com said we should get compensation. But we still haven't recieved our refund. I would not recommend this place if you want to be treated with respect. This was meant to be our special time. Instead this situation has overcrowded by the horrible owners of this place. Who have absolutely no...

Liked: Absolutely nothing. See below.

Disliked: Just returned after having the worst experience we have ever had at a campsite here. First of all we booked a hard standing pitch with electric and is wasnt cheap at £40. This was also with a fire pit provided and an option to use a jacuzzi. Upon driving in the place is an absolute tip. First having not cleaned up from halloween as old pumpkins, signs, old halloween decorations strewn everywhere. There was a washing line out right across where access to the bar and toilets and showers were. This was never removed while we stayed. There was also washing just strewn against a fence. We parked up and eventually someone came out. We asked where we should pitch and he showed us just 2 pitches both on grass. 1 was next to an old abandoned static caravan and the other in a muddy field with an old bonfire with iron fencing sort of thrown around it. There was also a big old tent in the same field with mould on. I said I had asked for a hard standing and told the reinstall any and to not worry 'they had a tractor' so we had to park next to the old static caravan. Right next to the cow shed and waterlogged field with two very sad looking ponies in. I asked if the bar was open and he said yes. However it had been left a mess from what looked like a birthday party and no one was staffing it anyway. The toilets of which there is only two on the whole park was accessed by going past the bar and the same for the shower which was only 1 in the whole park. There was absolutely no bins anywhere and there was no place to empty toilets or wash up. No wifi offered so cant give feedback on speed. I doubt it was even on as did a search and nothing came up. We decided to eat out and when we got back at 9pm there was no one about and the bar that was supposed to be opened was shut and all lights out, it still hadn't been cleaned anyway The walk to the toilets from our van was right at the other end of the park so a nightmare if you want to go in the night. So we just went to bed and were kept awake all night by noises from the cow shed thats sounded like they were outside, dint worry though they get drowned out at about 6am the noise from theA19 which was 100 yards away with lorry's and cars passing at speed. We then got up about 8am and could smell a very strong smell of cannabis. That was it for us and we left as quickly as possible. This was without doubt the worst stay we have ever had. I get its end of season but don't charge top dollar when the site is in...

As this property was called Burtree Country House, we expected a country house in nice grounds, not a scruffy farmhouse. We thought that the White Horse suite, would be a suite with a living area and a bedroom, not one large room full of old furniture, smelling of the sheep in the field next door. Breakfast was not included in the price, but we were told that we could have a “bacon butty” for breakfast for £10pp per night, provided we were prepared to wait until 8.30am to have it delivered. We declined the offer!|The price we paid was similar to what we had paid while travelling around Yorkshire, but the other places were smart tidy places, with great customer service. When we arrived here, we were asked our names 3 times, even though there didn’t seem to be anyone else checking in that night. |We really felt that they were not expecting us, even though our credit card was debited for our 2-night stay, 8 days before we arrived – much to my surprise. If we hadn’t paid in advance, we would have driven away and found somewhere else to stay. So, we stayed the night and left the following morning. We then found a really nice proper country house, with great customer service and breakfast included, for less than a one-night stay at Burtree. As we were leaving, Dawn (the Owner) asked why we were leaving early. Following my wife’s explanation, she promised to refund part of what we had paid for the second night. This has now arrived – thank you Dawn. |I have awarded 2 stars because of the magnificent views over to the White Horse at Kilburn and because it was the only hotel on our trip to provide a make-up mirror in the bedroom.|This is one of the few properties where the Trip Advisor rating was totally wrong. It seems to me that the rating related more to the camping facilities, the tree house and the tipis (teepees). If I had paid £25 to pitch my tent, I would have had a totally different perspective, as it seemed to be a place where the kids could really enjoy running wild and getting dirty.|The owners seem to have spent a lot of money on the property, but they have yet to get the farmhouse right. They should probably start by dropping the misleading description and call it Burtree House Farm Stay and adjust their prices accordingly. I still wouldn’t stay, because it’s not what I’m usually looking for, but it would reduce the number of...