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1 Quality in Tourism Visit Report Self-Catering Standard Low Alwinton Cottages Alwinton, Morpeth êêê «êêêêê Self Catering 69-90% Visit date: Visit type: QiT No: 05 Mar 2015 Day

2 Group/Unit Name: Cheviot Score Exterior Appearance of buildings 3 Grounds, gardens and parking 4 Environment and setting 4 Pre arrival info including brochure 4 Welcome and arrival procedure 3 In unit guest info and personal touches 4 Furniture, furnishings and fittings 4 Furniture, furnishings and fittings 4 Mattress, bed bases and headboards 3 Bedding and bed linen 4 Decoration 3 Fixtures, fittings and sanitary ware 4 Flooring 3 Furniture and fittings 5 equipment 4 Crockery, cutlery and glassware 3 ware, pans and utensils 4 Living and dining area 5 Bedroom 5 Bathroom % 77% 76% 77% 100% Key Scores and Sectional Consistencies Overall 79% = Level 4; (75% to 86%) 100% = Level 5; (90% to 100%) 80% = Level 4; (75% to 86%) 77% = Level 4; (75% to 86%) Bathrooms 76% = Level 4; (75% to 86%) 77% = Level 4; (75% to 86%) In order to achieve a star rating the following elements of the assessment need to be satisfied. 1. All Minimum Entry Requirements must be met. (See Minimum Entry Requirement page in this report for detail) 2. The Star rating will be no higher than the level achieved by the overall percentage. 3. Key Area Scores: All sectional consistency areas must be equal to or higher than the overall rating (No areas to be below the overall) 4. The Star rating will be capped if Key Requirements are not met at each rating level. 79% Low Alwinton Cottages 2

3 Group/Unit Name: Coquet Score Exterior Appearance of buildings 3 Grounds, gardens and parking 4 Environment and setting 4 Pre arrival info including brochure 4 Welcome and arrival procedure 3 In unit guest info and personal touches 4 Furniture, furnishings and fittings 4 Furniture, furnishings and fittings 4 Mattress, bed bases and headboards 4 Bedding and bed linen 3 Fixtures, fittings and sanitary ware 4 Furniture and fittings 5 equipment 4 Crockery, cutlery and glassware 4 ware, pans and utensils 4 Living and dining area 5 Bedroom 5 Bathroom % 77% 84% 85% 100% Key Scores and Sectional Consistencies Overall 82% = Level 4; (75% to 86%) 100% = Level 5; (90% to 100%) 84% = Level 4; (75% to 86%) 77% = Level 4; (75% to 86%) Bathrooms 84% = Level 4; (75% to 86%) 85% = Level 4; (75% to 86%) In order to achieve a star rating the following elements of the assessment need to be satisfied. 1. All Minimum Entry Requirements must be met. (See Minimum Entry Requirement page in this report for detail) 2. The Star rating will be no higher than the level achieved by the overall percentage. 3. Key Area Scores: All sectional consistency areas must be equal to or higher than the overall rating (No areas to be below the overall) 4. The Star rating will be capped if Key Requirements are not met at each rating level. 82% Low Alwinton Cottages 3

4 Group/Unit Name: Pheasant and Pine Score Exterior Appearance of buildings 4 Grounds, gardens and parking 4 Environment and setting 4 Pre arrival info including brochure 4 Welcome and arrival procedure 3 In unit guest info and personal touches 4 Furniture, furnishings and fittings 3 Furniture, furnishings and fittings 3 Mattress, bed bases and headboards 3 Bedding and bed linen 3 Fixtures, fittings and sanitary ware 4 Decoration 3 Furniture and fittings 3 equipment 4 Crockery, cutlery and glassware 3 ware, pans and utensils 3 Living and dining area 5 Bedroom 5 Bathroom % 68% 65% 76% 65% 100% Key Scores and Sectional Consistencies Overall = Level 3; (60% to 74%) 100% = Level 5; (90% to 100%) 68% = Level 3; (60% to 74%) 65% = Level 3; (60% to 74%) Bathrooms 76% = Level 4; (75% to 86%) 65% = Level 3; (60% to 74%) In order to achieve a star rating the following elements of the assessment need to be satisfied. 1. All Minimum Entry Requirements must be met. (See Minimum Entry Requirement page in this report for detail) 2. The Star rating will be no higher than the level achieved by the overall percentage. 3. Key Area Scores: All sectional consistency areas must be equal to or higher than the overall rating (No areas to be below the overall) 4. The Star rating will be capped if Key Requirements are not met at each rating level. Low Alwinton Cottages 4

5 Group/Unit Name: Reivers Score Exterior Appearance of buildings 3 Grounds, gardens and parking 4 Environment and setting 4 Pre arrival info including brochure 4 Welcome and arrival procedure 3 In unit guest info and personal touches 4 Decoration 3 Flooring 3 Furniture, furnishings and fittings 3 Decoration 3 Furniture, furnishings and fittings 3 Mattress, bed bases and headboards 3 Bedding and bed linen 3 Fixtures, fittings and sanitary ware 3 Decoration 3 Furniture and fittings 4 equipment 3 Crockery, cutlery and glassware 3 ware, pans and utensils 3 Living and dining area 5 Bedroom 4 Bathroom % 62% 68% 65% 95% Key Scores and Sectional Consistencies Overall 69% = Level 3; (60% to 74%) 95% = Level 5; (90% to 100%) 60% = Level 3; (60% to 74%) 62% = Level 3; (60% to 74%) Bathrooms 68% = Level 3; (60% to 74%) 65% = Level 3; (60% to 74%) In order to achieve a star rating the following elements of the assessment need to be satisfied. 1. All Minimum Entry Requirements must be met. (See Minimum Entry Requirement page in this report for detail) 2. The Star rating will be no higher than the level achieved by the overall percentage. 3. Key Area Scores: All sectional consistency areas must be equal to or higher than the overall rating (No areas to be below the overall) 4. The Star rating will be capped if Key Requirements are not met at each rating level. 69% Low Alwinton Cottages 5

6 Group/Unit Name: The Byre Score Exterior Appearance of buildings 5 Grounds, gardens and parking 4 Environment and setting 4 Pre arrival info including brochure 4 Welcome and arrival procedure 3 In unit guest info and personal touches 5 Furniture, furnishings and fittings 5 Lighting, heating and ventilation 5 Space, comfort and ease of use 5 Furniture, furnishings and fittings 4 Lighting, heating and ventilation 5 Mattress, bed bases and headboards 5 Bedding and bed linen 4 Fixtures, fittings and sanitary ware 4 Lighting, heating and ventilation 5 Furniture and fittings 5 Lighting, heating and ventilation 5 equipment 4 Crockery, cutlery and glassware 4 ware, pans and utensils 4 Space, comfort and ease of use 5 Living and dining area 5 Bedroom 5 Bathroom % 80% 96% 88% 88% 90% 100% Key Scores and Sectional Consistencies Overall 90% = Level 5; (87% to 100%) 100% = Level 5; (90% to 100%) 96% = Level 5; (87% to 100%) 88% = Level 5; (87% to 100%) Bathrooms 88% = Level 5; (87% to 100%) 90% = Level 5; (87% to 100%) In order to achieve a star rating the following elements of the assessment need to be satisfied. 1. All Minimum Entry Requirements must be met. (See Minimum Entry Requirement page in this report for detail) 2. The Star rating will be no higher than the level achieved by the overall percentage. 3. Key Area Scores: All sectional consistency areas must be equal to or higher than the overall rating (No areas to be below the overall) 4. The Star rating will be capped if Key Requirements are not met at each rating level. 90% Low Alwinton Cottages 6

7 Executive Summary Overview All six of the on site properties at Low Alwinton Cottages were viewed in the company of the owner, Mr Gribben, with whom the de-brief conversation also took place. The following ratings were achieved at this years day assessment visit. The Byre retains the Five Star Self Catering rating as previously awarded, sitting safely within the rating banding with the bedrooms and bathrooms sitting at the lower end of the marking. Coquet and Cheviot both achieve a Four Star Self Catering rating - Coquet having the bathroom upgraded since the last assessment which lifts the scoring to the higher grading with the bedrooms scoring the lowest. Cheviot sits safely within the grading banding but with some areas being at the lower end of the scoring banding. Pheasant, Pine and Reivers all continue to achieve a Three Star Self Catering rating. Pheasant and Pine sit comfortably within the rating banding and with Reivers having lower scoring in the bedrooms and living areas with space being a contributing factor to this scoring. Decorative finishes throughout the lounge areas continue to be well presented ranging from solid pine, natural stone finish, emulsion and textured finishes. Flooring again varies from high quality tiling, carpet and wood. All are comfortably furnished offering seating styles. Comfortable levels of warmth with some under floor heating, controllable central heating and solid fuel fires. Lighting is well considered. Varied spacial aspects due to the character of the properties. have clean and simple decor. Flooring all in sound repair although the carpet in the double room in Cheviot to replace. A mix of styles of furniture but with all rooms having ample storage. Again heating and lighting are generally well considered. Beds offer the comfort and support. Upholstered head boards could be replaced by wipe clean finishes. Dressed with a range of quality of linens - the use of a standard style could be considered. Upgraded bathroom in Coquet. A mix of wood, tiled, boarded and emulsion finishes used to effect. All facilities with quality washable/waterproof flooring for practicality. Sanitary ware of classic style with most properties having both baths and showers available. Well fitted and appointed. Task illumination well considered. The Byre has a very spacious kitchen which offers very sociable space and which leads to the garden. Other facilities range in size. New units, work top, hob and cooker in Reivers this year. Flooring is again very practical - essential for such busy areas. Electrical equipment all appears in sound working order with shared facilities for the smaller lodges. All are well equipped for the number of expected occupants. All of the properties continue to offer a very comfortable standard of holiday accommodation with a range of size and quality of accommodation helping to attract a range of guests - something for everyone in a quiet location set within the Northumberland countryside. Units Seen All six properties on site - The Byre, Cheviot, Coquet, Reivers, Pheasant and Pine - were viewed for assessment. Website Feedback Low Alwinton Cottages are accurately represented on the agency website, clear photographs and property detail noted. The correct rating logo is displayed and the maximum occupancy clearly stated. However the other stand alone and further agency web sites do appear quite confusing with the use of the VisitEngland Four Star quality logo displayed to cover all properties - this will lead to confusion and disappointment when booking one of the Three Star properties or indeed misleading when booking the Five Star property. These must be correctly represented for future reference. Web sites were viewed 17/03/15 with Star rating logos being removed. Thank you but hopefully the properties will show their individual ratings in future. Low Alwinton Cottages 7

8 /Housekeeping The housekeeping team were present during the show round to enable the staff to understand the complexities of the highest standards expected. Overall an excellent standard was observed - an odd high level cobweb which can easily be missed in characterful cottages. cupboards and drawers were very tidy, crumb free and well organised. Bathroom fixtures were buffed to a high shine. and lounge areas had dust free surfaces and attention given to soft furnishings. Professional procedures in place for the taking and recording of bookings by the agency. Access to the properties via the secure key safes on site although on some occasions a personal welcome can be given by the housekeeping team. A welcome tea tray includes a bottle of wine. House and emergency procedure information is well provided within the agency folder. Noted also the input by the owners who have provided extra local information for their guests together with books, games and wi fi. The Byre has extra TV's, ipod dock, binoculars etc. Potential for Improvement Pine. One kitchen unit door requires replacing. Pheasant. Could have thicker lined curtains in both of the pine lodges to give better light exclusion. No cover fitting to the bathroom window - please address. The Byre. Replace the mugs with a higher quality crockery expected at this level. Fire blanket must be wall mounted. Reivers. Bathroom flooring slightly marked. Could add art work in the bedrooms. Cheviot. flooring needs replacing. Stair carpet slightly faded. Double bedroom carpet to replace. New curtains planned for the bedrooms. Cover required for the kitchen window. Coquet. Slight lifting and damage of wall papered finish in the bedrooms. Adding cushions to the rocking chairs would add extra comfort. Suggest the use of Percale linens to offer a higher quality in all units. Low Alwinton Cottages 8

9 Minimum Entry Requirements Group: Standard: Designator: Rating: Cheviot Self-Catering Self Catering Four Star (Cheviot) For a rating to be awarded by VisitEngland a property must meet all Minimum Entry Requirements Key Requirements, as appropriate to the Star level Any Additional Requirements At the time of our visit all of the Minimum Entry Requirements and Additional requirements/key Requirements were provided. Group: Standard: Designator: Rating: Coquet Self-Catering Self Catering Four Star (Coquet) For a rating to be awarded by VisitEngland a property must meet all Minimum Entry Requirements Key Requirements, as appropriate to the Star level Any Additional Requirements At the time of our visit, the property did not meet all of the Minimum Entry Requirements and /or Additional Requirements/Key Requirements. The items/services listed below are those required in order to participate within the scheme at the designated level. The rating level may need to be revised if these are not provided by the time of the next assessment visit. Windows and glass doors to be fitted with curtains or blinds Group: Standard: Designator: Rating: Pheasant and Pine Self-Catering Self Catering Three Star (Pheasant, Pine) For a rating to be awarded by VisitEngland a property must meet all Minimum Entry Requirements Key Requirements, as appropriate to the Star level Any Additional Requirements At the time of our visit, the property did not meet all of the Minimum Entry Requirements and /or Additional Requirements/Key Requirements. The items/services listed below are those required in order to participate within the scheme at the designated level. The rating level may need to be revised if these are not provided by the time of the next assessment visit. Low Alwinton Cottages 9

10 Windows to be fitted with opaque curtains or blinds Pheasant requires cover to bathroom window. Group: Standard: Designator: Rating: Reivers Self-Catering Self Catering Three Star (Reivers) For a rating to be awarded by VisitEngland a property must meet all Minimum Entry Requirements Key Requirements, as appropriate to the Star level Any Additional Requirements At the time of our visit all of the Minimum Entry Requirements and Additional requirements/key Requirements were provided. Group: Standard: Designator: Rating: The Byre Self-Catering Self Catering Five Star (The Byre) For a rating to be awarded by VisitEngland a property must meet all Minimum Entry Requirements Key Requirements, as appropriate to the Star level Any Additional Requirements At the time of our visit, the property did not meet all of the Minimum Entry Requirements and /or Additional Requirements/Key Requirements. The items/services listed below are those required in order to participate within the scheme at the designated level. The rating level may need to be revised if these are not provided by the time of the next assessment visit. Fire blanket to be provided, wall-mounted between the cooker and door Please wall mount fire blanket. Low Alwinton Cottages 10

11 Visit Report Your VisitEngland quality assessment report, comprising scores, star rating and commentary reflects the experience of the Quality in Tourism assessor on the day of the visit. Appeals procedure If for any reason you wish to appeal against the rating awarded, VisitEngland has an established appeals procedure, which Quality in Tourism operates on its behalf. A fee is payable, which is refunded if the appeal is upheld. Applications should be made within 14 days of receipt of the report. For details please contact Quality in Tourism at qualityintourism@uk.g4s.com or telephone Details can also be found at Additional visits Visits are generally carried out annually, but if you are aiming for a higher rating or accolade and prefer an earlier visit during the same participation year, this can be arranged for an additional fee. Contact Quality in Tourism for details. Publishing of reports This report may, at your discretion, be displayed in its entirety in any printed material or via electronic media. Low Alwinton Cottages 11