I attempted to make a booking at Milkwood for December. My experience was less than stellar. I'm a travel consultant, so these things matter to me. The service I get when booking usually directly correlates to the service my clients get when they check in.
I saw availability online, but I prefer to book directly so I called Milkwood. I spoke to Reservationist One. She assured me that the room was available and that we could hold it overnight while I waited to received payment from the client I was booking for. She asked me to send the details in an email to Reservationist Two, who was standing by to receive it. I did this before I'd ended the call.
The following day, having received payment from the client on a booking I believed to be confirmed, I emailed to ask for the invoice with payment details. I received no response, so I called them. I spoke to Reservationist Two this time, who informed me that the room I wanted 'had been sold out for ages', but that they would help with other dates.
I was unhappy. Very unhappy. When I questioned how this could be, I was told that no reservation had been made for the room when I'd called the day before. I protested in the strongest terms, and was told that Reservationist Two would call me back. I was surprised to hear that she had my number FROM THE EMAIL I'D SENT. How, I questioned heatedly, could they have received my email but made no reservation? She responded by hanging up on me. Admittedly, I was yelling a bit by this stage. Wouldn't you be?
I called back to ask for the owner's details so that I could complain properly, and spoke to Reservationist One. I recognised her voice and she confirmed that I'd spoken to her the day before and that the room HAD been available, but that they work on a live system and the room had been booked out before they received my email (sent, remember, while I was ON the phone with her the previous day).
"So, which is it?", I asked. Res2 tells me the room was sold out ages ago. Res1 tells me that the room was available but then was gone before they saw my email. Instead of answering, I was informed that 'nothing is confirmed until you get a confirmation email'. Which completely belies everything said to be the day before, when I was assured the room would be kept for me/my client. I gave up and demanded the details of the owner, which I was given. I have been unable to speak to this person and she has made no attempt to call me.
I don't need to tell anyone how hard the last 8 months have been on the travel industry. What travel consultants like me DON'T need right now is obfuscation and buck-passing by the very people we're trying to support.
Mistakes happen. A simple response to my email sent the day before stating 'oops - that room is actually booked, sorry' would have prevented a lot of drama. Now I've had to disappoint my client and go back to square one with her booking.
I won't be bothering Milkwood Manor with any requests in future. I can't trust them to respect my clients because they didn't respect me.
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.