Osborne House Reviews

4.2 Rating 6 Reviews

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About kate & tom's:

We’re a small company with one big wish: for you to enjoy an extraordinary holiday, celebration or adventure.

We’re all about good times and friendly luxury.

Making extraordinary memories. Whatever the occasion, whatever the backdrop we have an incredible house for you.

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Phone:

01242 235151

Email:

hello@kateandtoms.com

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“We had a great 70 th birthday family celebration here. 8 adults and 8 children. The house was comfortable and suited us all well. The children loved playing hide-and-seek throughout the house! The playroom was an extra bonus as was the outside play area. The adults all enjoyed the hot tub! The housekeeper, Donna, was warm and welcoming and made us feel at home! An excellent weekend!”

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Posted 5 years ago

“Absolutely fantastic weekend for a 50th birthday. The house was simply stunning and decorated perfectly for Christmas. It was everything we needed and more. Sandra, our contact onsite was brilliant. We used blue berry catering who were simply brilliant - Food was fantastic! Finished off the evening outside with our hot tub and outdoor bar area. It truly was a weekend to remember!”

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Posted 6 years ago

“When looking for a property to rent, we decided it would be a safer option to book through a booking agent like Kate and Tom’s rather than direct with the owner. On this occasion, this was not to be the case. We booked Osborne House for a very special occasion, on first glance Osborne House was everything we were looking for, a grand property at a grand price. We were willing to spend a little more money to get a more luxurious experience. Unfortunately when we arrived at the property and were given the tour of the house, we were told a number of rooms, study, pantry, dressing room and some wardrobes in all rooms were locked even though all areas were listed on the website and in some cases pictures showing these particular rooms. There was also mention of chickens too which no longer existed and a lack of toys for the kids to play with!! Outside of the misrepresentation on the website the other fundamental issue is that the house is clearly lived in by the owner and merely vacated for rental weeks. This we didn't have a problem with but we weren't made aware of this when booking and didn’t expect to see areas locked, family pictures all over the house, some bedrooms lacking in hanging and drawer space and unable to unpack our suitcases!! During our stay we highlighted all our issues to the owner of the property but they took no responsibility for any of it and placed it all firmly at the door of Kate and Tom’s telling us they were aware of everything we pointed out. When we spoke to Kate and Toms they passed the issues back to the owner whilst also hiding behind their terms and conditions - the perfect get out clause!! We asked to discuss all these issues with the director of the company who also chose not to speak to us directly or take any responsibility, which was also disappointing. We were offered compensation for our inconveniences but it was extremely insulting considering how much we paid out. It equated to 3.5% of the total amount we paid. For anyone else planning on staying in this property you should also know that the wifi doesn’t work particularly well and mobile reception is poor in this area in case you should need to take an important call for business etc. Also you should know that the hot water system doesn’t allow for a bath and shower or even two showers at the same time. This property sleeps 16-18! We did also feedback that as customers, we would have liked to have seen a welcome guide of the property and area especially as the wifi was poor and a hairdryer perhaps. Is this too much to ask? Kate and Tom’s are just a booking agent, nothing more nothing less!! We would have received a better service booking with an AirB&B host! Maybe we expected too much but they definitely don’t go that extra mile for their customers and are just interested in taking your money! Even though we have highlighted the areas that aren’t available to Kate and Tom’s, they still have a picture of the dressing room on their website which we have pointed out but they have chosen to leave it in which once again is misleading to the customer. On a final note, we of course don’t plan on using Kate and Tom’s services again and hope that customers reading this review will also take note of how they choose to treat their customers when booking one of their properties, particularly when it is not as advertised on their site. I can see we aren’t the only ones to not be happy with your customer service. Our expectations were high and you didn’t deliver even on the basics!!”

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Posted 6 years ago

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Hello, I am sorry that you have felt the need leave this review after my team and I discussed your complaint at length and agreed on a solution. We take our responsibility as an agent very seriously as feel that on this occasion we went above and beyond to try to resolve things for you. I sincerely do apologise for any inconvenience that was caused to your group by the missing dressing room, the fact that the chickens had recently died and for the family photos on display in the house. We feel that you were fairly compensated for these issues and we had hoped that the situation was resolved amicably. Best wishes, Jessica Head of Client Services

Posted 6 years ago

“A beautiful house with very large garden, situated in pleasant countryside with numerous attractions to visit within a few miles. Clean, well furnished rooms, comfortable beds. We were there for a week celebrating our golden wedding - 8 adults and five children. The children particularly enjoyed the playroom and the amazing play area in the walled garden where they could run around in total safety, whilst the adults enjoyed the hot tub and the facilities in the gazebo. I would have given Osborne House a 5 * rating but for one thing - the kitchen. It is very cramped and when only a few people are seated round the table it is very difficult to access drawers, cupboards, the cooker and dishwasher. The biggest disadvantage however is that a party of 13 staying for a week needs a large amount of storage space for food - both dry and chilled. We had to remove the crockery stacked on the lower shelves (looks nice but very impractical) in order to make room for the groceries which Tesco delivered on our first day. Similarly the fridge/freezer was so full that we didn't really know what we had put in there. The dishwasher also seems to be missing some plate racks - making loading/unloading a bit of a chore. Overall a very nice place - pity about the kitchen.”

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Posted 6 years ago

“Beautiful house and a warm welcome from Luke when we arrived.”

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Posted 6 years ago

“Absolutely beautiful house and outdoor space. Could not fault it as a hen weekend location. Every single room was stunning and the gardens, pagoda and hot-tub area was just fabulous. Would recommend to anyone.”

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Posted 6 years ago