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O'Keeffe's Guest House

1.0 from 1 review
52.652652, -7.249083

13 John Street Lower,
Kilkenny,
Co. Kilkenny, Ireland

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+353 56 777 0219

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1 Review

O'Keeffe's Guest House was first reviewed by Laura M. on 21 August 2012

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Laura M. Member since: August 2012 1 Reviews

Lives 6735.01 km from O'Keeffe's Guest House

1.0

Unfortunately we never got to stay at 'Budget Accommodation Kilkenny' listed here as O'Keeffe's Guest House.

We were booked in for one night with arrival at 4pm. With rain, traffic and general 'vacation' delays we arrived at six. Had we known we were on such a strick deadline we would have been more punctual (as of course is priority on a relaxing vacation)

We rang the doorbell, knocked on the door and open and closed the mailbox very loudly for 10 minutes. We were concerned that we might 'disturb' other guests but as it was raining buckets we just wanted to get in and out of the rain.

No one came to the door - the lights in the next door Real Estate office were out and although we could see a doorway and lights down the hall through the mailbox no one came. We instead booked into a B&B across the road (free parking) for 1 night at a cost of $30 Euros each with breakfast.

On return we contacted Andrew of Budget Accommodation Killkenny (listed here as O'Keeffe's Guest House) as our credit card was charged for the accommodation. Now we knew there would be full cancellation penalty for a no-show but thought as we had tried to get in with no avail he may be willing to offer us compensation OR at least an understanding explanation as to how this happened. This was the correspondance as below:

__________________________
LAURA -

Hello Andrew,

We arrived to the accommodations at 6pm on the 16th of August however the doors were locked. We knocked on the door for about 10 minutes, rang the doorbell, opened and closed the mail box to get someones attention and no one answered. We went around the back to see if there was a back entrance to the property but still nothing. It was raining pretty heavily at that point so with little alternative we went across the road to secure a room for the night.

I do see you have charged our credit card for the evening. Are you able to refund this on account of no one being available to check us in. We would have liked to stay with you and utilize the deposit we had already paid but there was no way for us to get into the premises.

ANDREW -
Hello Laura
Thanks for your email. I was there until 7.10pm & returned again at 8.15pm til almost 9pm. I did not hear any door bell ring in that time and it's always closed for security reasons.
(AS MENTIONED WE ARRIVED AT 6 SO HE WAS THERE HOWEVER CLEARLY IF WE ARRIVED BETWEEN 7:10 - 8:15 WE WOULD AGAIN HAVE BEEN OUT OF LUCK)

LAURA -
In due respect Andrew I don't see how that could be. As mentioned we were on the doorstep for 10 minutes. We were knocking very loudly and ringing the bell continuously. As you know it was raining pretty heavily. Surprising that you would expect your guests to stand in the rain with no shelter as you choose to keep the door locked even when management is on the premises? There wasn't even a notice on the door indicating operating hours or if management is in or not.

What is the alternative for guests if arriving we cannot get into the door and the door isn't answered? As mentioned our preference would have been to not find alternative accommodations as we already had deposit. Its hard to check in and use a room if you don't answer the doorbell.

ANDREW -
Hi Laura
It has never happend before that a person has not been able to get in. The door is always closed after 5.30pm for security reasons.The rain is beyond my control , you stated that your arrival time was 4pm, you could send an email or a text to say you were going to be late. I am tired of people booking in & either turning up late at 10 or 11 at night or not at all. I do not get your 10% deposit..hostelworld recieve that.
HE IS RIGHT WE COULD HAVE EMAILED OR CALLED. HAD WE KNOWN THE WEBSITE NUMBER WAS A CELL PHONE WE WOULD HAVE TEXTED.WE DID WEIGH UP CALLING WHEN WE WERE ON THE DOORSTEP HOWEVER WITH INTERNATIONAL ROMING WE WOULD BE LOOKING AT A CALL COST OF MINIMUM $20USD. IF WE STILL COULDN'T GET A HOLD OF SOMEONE AND HAD TO BOOK AN ALTERNATIVE ROOM WE WOULD BE FURTHER OUT OF POCKET.

LAURA -
Andrew.

Understanding rain is beyond your control. Providing an appropriate means for guests to enter the premises, however, is not.

Ideal arrival time would have been 4 however this wasn't the case. Surely as a proprietor in the hospitality industry you would realize that vacations don't always run as planned and a 2-hour delay is not unusual.

Lucky for the people you are 'tired of' have great forums such as Trip Advisor and Hostel World reviews to share your attitude with further 'guests'.

Hostelworld should keep the deposit as they provided a service. Your accommodation however did not.
_________________________

There you have it. Shame really.

Reviewed on: 21 Aug 2012

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