We’re sorry to hear about your reported injury and hope you are recovering. Guest safety is very important to us, which is why the step you mention has TWO clearly visible warning signs. No incident was reported to us during your stay, and our team was not made aware of any difficulty at the time. As our property is a 150-year-old Victorian house, the original staircase layout cannot be altered, though we have taken reasonable steps to highlight the change in level. It is also incumbent on guests to ensure they are confident and able to use stairs safely during their stay. We always encourage guests to report any concerns or incidents right away so they can be addressed immediately and so we can assist in any way possible. We would hate to think of a guest struggling to get themselves and their luggage to the car without support (especially with a broken foot). It is disappointing that this has impacted the rating of our B&B, as the incident arose from personal circumstances rather than any failing in the accommodation or service we provide.
Thank you
Thank you
