Duin en Kruidbergerweg 60, Santpoort-Noord, Noord-Holland, Netherlands
"We booked a 3 night package stay in a ‘patio room’ which the website describes as having “a Mediterranean-style balcony or terrace bordering the patio, which means that you can sit outside and enjoy the afternoon and evening with the towers of the country house as a backdrop” direct quote from the website; when in reality the balcony is about a foot wide and overlooking a glorified smoking area, meaning our room stank of smoke. The package we booked also included a 3 course meal in the DenK Brasserie on the first night, a bike ride with picnic on the second day and high tea on the third; unfortunately it turned out to be a bit of a disaster! It look an hour to get checked in and we had to queue outside on the steps (fully aware of changes in circumstances due to Covid but why not give people 10 minute staggered check-in times?) when we eventually got to check in they informed us that the dinner we had booked at 8pm via email had been moved to 6.30pm due to availability, we received no information regarding breakfast, what time we could pick up our bikes, what time high tea was etc. We took it upon ourselves to ask about the bikes and were told we could pick them up at 11, however they did not have the picnic ready and we had to wait. When we asked about the high tea at reception they informed us it was booked at 3 but managed to swap to an earlier time, when we also reminded them one of our party was vegetarian. We arrived on time for the high tea and reminded the waitress of the vegetarian needs. We ended up waiting 45 minutes before our first course (which was fish and not vegetarian), luckily I do eat fish and it was delicious. We then waited another 30-45 minutes before the high tea actually arrived, again not vegetarian, served by another waitress who was not aware we needed vegetarian options, however she was very apologetic and did return quite quickly with a very small wrap (literally a slice of cheese and a handful of salad, which wasn’t very nice and wasn’t eaten) and a very small sandwich. In general the high tea was probably the biggest disappointment of the entire trip. On top of that the replacement towels in the room had big stains on them, we weren’t informed about the restrictions for using the gym facilities or spa, with the hot tub and steam room out of use, and we had to figure a lot out for ourselves. We also booked a massage with the spa reception for 3pm but when we arrived were told it had been booked for 2pm and we had missed it. Luckily, the staff were very willing to help and offered to fit us in at 4 and gave us an additional 25 minutes, however when we came to check out and settle the bill, we had been charged for both sets of massages and had to ask the receptionist to refund us. Overall, the lack of organisation and communication ruined our stay and we won’t be revisiting, which is a shame because the location is idyllic and the staff were incredibly helpful and friendly just very uniforme"
"Had our annual Christmas party with my work here. Stayed in the hotel for one night. The hotel (a stately manor) and it's surroundings (dunes ad forest) are beautiful. So was our room. There are, however, some points of feedback I would like to address. Check in was not 100% smooth. The location of the reception is a bit cramped, tucked away in a corner next to the entrance. I felt the check in process was a bit uncoordinated. When we were shown to our room, we had to walk quite some bit to get there. The (young) member of staff accompanying us, left my wife struggling with here bags. Luckily, another member of staff who we encountered further along the way did offer assistance. Christmas dinner was good. I really liked the wine menu, including one of my favourite red wines, which was a joy to drink again. As mentioned, our room was very nice. Really good bed, very good sleeping experience. The next morning, we wanted to go the spa, although we found some booklets with a lot of information, none included the opening hours of the spa. We decided to head over here in our robes, only to find out that the spa would open at 10 am (daily), which I find to be quite late and not in sync with breakfast times (until 10 am, 11 am in weekends) and check out time (12 noon). Breakfast was very, very good with a lot of fresh products on offer. Even a bottle of sparkling wine, which you could pour yourself as per your discretion. I liked the fact that most of the products were local, coming from local vendors and/or initiatives. Breakfast staff was very friendly, providing good service. Concluding: although we had a good stay, there were some flaws in service. The fact that the hotel and restaurant was very busy with guest and diner parties cannot be taken into consideration. For the price paid, I would expect service to be flawless and consistent. Only at breakfast I encountered service levels really being up to par. So my end verdict for our stay is an average rating, rating it three out of four."
"Stayed here as we really wanted to dine out again and in Covid times this means staying over at the same time... The hotel is beautifully located, has a grand style and the interior is like walking into Downtown Abbey. The young employee at the checkin counter was a bit too jovial to our taste but maybe we’re just getting too old. The room had a perfect size, nice shower and separate toilet. Even though we first switched on the aircon, followed by switching of the aircon and fully opening the balcony door, the room remained extremely hot. Dinner was served on the ground floor and really tasty. High quality and nice wine pairing. No problem at all to add a cheese platter to our 3 course meal. The service was as may be expected thus we left happy. Back to the room; still warm. After a night of sweating, tossing and turning I cannot conclude otherwise than that it’s a shame that such a hotel has bedding that is synthetic. I’ve stayed in many more top hotels that do manage to have high hygiene standards and conformable natural bedding . "