Nobody could fail to be impressed
Guest Accommodation Standard
5 Star Guest Accommodation 96%
Gold Award, Breakfast Award
20 Feb 2013
Visit type: Overnight
Exterior (3.5 - Common Standards Reference)
Buildings, paintwork, signage and hanging baskets etc 4
Grounds, gardens and frontage 4
Car parking 4
Score 80%All Public Areas (3.8 - Common Standards Reference)
Furniture, fittings and furnishings 5
Lighting, heating and ventilation 5
Space, comfort and ease of use 5
Stairs, corridors, landings and public WC 5
Dining Room or Restaurant (3.9 - Common Standards Reference)
Furniture, fittings and furnishings 4
Lighting, heating and ventilation 4
Table appointment 5
Space, comfort and ease of use 4
Bedrooms (3.6 - Common Standards Reference)
Furniture, fittings and furnishings 5
Beds and bedding 5
Lighting, heating and ventilation 5
Bedroom accessories 5
Space, comfort and ease of use 5
Bathrooms (3.7 - Common Standards Reference)
Sanitary ware, fixtures and fittings 5
Lighting, heating and ventilation 5
Towels and toiletries 5
Space, comfort ease of use 5
Cleanliness (3.2 - Common Standards Reference)
Public areas 5
Dining room 5
Hospitality and Friendliness (3.3 - Common Standards Reference)
Booking and arrival hospitality 5
Hospitality on departure 5
Other hospitality (inc. dinner where provided) 5
Breakfast hospitality and friendliness 5
Service and Efficiency (3.4 - Common Standards Reference)
Booking and arrival service 5
Service on departure 5
Other service (inc. dinner where provided) 5
Breakfast service 5
Food Quality (3.10 - Common Standards Reference)
Breakfast choice / range 5
Breakfast presentation (inc. buffet) 5
Breakfast quality / culinary skills 5
Score 100%Overall score 96% Key Scores and Sectional Consistencies
96% = Level 5; (85% to 100%)
Cleanliness 100% = Level 5; (90% to 100%)
Bedrooms 97% = Level 5; (85% to 100%)
Bathrooms 96% = Level 5; (85% to 100%)
Hospitality 100% = Level 5; (90% to 100%)
Breakfast 100% = Level 5; (85% 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.Executive Summary Overview
Penarwyn House successfully retains a commendable Five Star Guest Accommodation rating
with Gold and Breakfast awards also further retained for the next twelve months.
Even in light of the more recent increases at this rating level, Penarwyn meets the required
percentages comfortably thanks to the high levels of commitment and investment that takes place
year after year.
Owners happy and proud of the rating.Rooms Seen
Prideaux occupied by assessor. Remaining two rooms seen (3 out of 3).
Walk round and debrief with owners Mr and Mrs Russell.Website Feedback
A very well presenting website with quality images and accurate text.
It is understood that the single bedroom Luxulyan is rarely used and as a result has not been
assessed at this visit. This will need to be relayed in the advertising or the room is removed from
the advertising in its entirety.
Disappointing to see the Visit England logos not used. These logos can be provided by
contacting the Quality in Tourism office.
Whilst not all Penarwyn guests are likely to use social networking sites such as Twitter and
Facebook, adding these links would provide Penarwyn with a greater internet presence and
should be considered.Cleanliness/Housekeeping
Once again cleanliness levels were to an excellent standard with surfaces highly polished and
flooring thoroughly vacummed.Bedrooms
Bedrooms present to an excellent standard with decoration beautifully maintained. Prideaux had
just benefited from redecoration.
Period pieces of furniture excellent in quality, presentation and most in keeping with the age and
style of the property.
Flooring to all bedrooms very good in condition.
Attractive beds and headboards take centre stage in each bedroom with high quality bedding and
freshly laundered bed linen pristine in appearance. As discussed, whilst the sheet and blanket
arrangement works very well for guests, at this high rating level the option to be able to choose
preference between sheets/blankets and a high quality feather or fake feather duvet would be
encouraged and indeed expected. Good to hear that since the assessment suitable weight and
high quality duvets are being sourced.
Room accessories are excellent in their range and quality. Since the last assessment, convenient
coffee bags have been included in the well stocked hospitality trays.
Ample soft, task lighting provided, effective controllable heating combined with ample natural
ventilation ensure that guests benefit from maximum comfort in these essential areas.
Generously proportioned bedrooms with Prideaux and DeCressy suite particularly spacious. All
bedrooms very well appointed with ample, suitably positioned power sockets and comfortable
easy seating. The bedrooms are further supplemented by comfortable lounges exclusively for
Bathrooms once again excellent in their presentation with decoration immaculate.
High quality sanitary ware and associated fixtures and fittings also excellent.
Flooring to bathrooms is very good in quality and suited to the wet environment.
An extensive range of high quality Gilchrist and Soames Spa range is provided along with a high
quality toweling bale per person including robes and facecloths.
Levels of lighting, heating and ventilation again excellent in their provision and controllability.
Space, comfort and ease of use to bathrooms is excellent with ample storage provided for guest
use. As discussed, the continuation of the wall mounted magnified mirrors to all bathrooms is
very much encouraged.Hospitality and guest experience
The booking was made on 11/2. Excellent levels of hospitality forthcoming ensuring that the
guest was clear on room, rate, directions etc. Personal details requested and accurately
recorded including email address. Prompt confirmation of booking received via email which
included a useful list of recommended local restaurants.
On arrival the welcome was again excellent with a friendly greeting from both owners. Immediate
assistance with luggage from the car to room gratefully accepted. A very thorough room show
followed. The offer of tea and home-made cake to the lounge most welcome. Guest registration
card left for completion.
The request for use of a torch dealt with very promptly.
On departure, assistance was again offered with luggage from room to car.
A professionally presented receipt was pre-prepared. Onward journey assistance offered and
Departure hospitality once again excellent.Breakfast
Breakfast is served to the attractive and elegant guests dining room.
Table appointment is excellent with high quality crockery, cutlery and associated tableware.
The buffet arrangement offers a selection of starter options with other alternatives offered in
The hot option selection is excellent with great emphasis on the origin of the high quality
Items sampled - (Tea, toast, home-made preserve, local apple juice, Penarwyn mess (a delicious
muesli dish), scrambled eggs, hogs pudding, sausage, bacon and tomatoes). All items sampled
were of an excellent quality standard and beautifully presented with plates hot.
Breakfast hospitality excellent with pleasant guest interaction experienced. Service levels
attentive, yet unobtrusive.Potential for Improvement
Very little area for improvement however some suggestions would include;
Identifying a suitable weighted and quality duvet to offer as an alternative to the current blanket
and sheet arrangement.
Continuation with the implementation of magnified mirrors to remaining bathrooms.
As discussed, the score for car parking could be increased so long as the surface is pothole free,
spaces are clearly defined and ample lighting is provided between car parking area and entrance
Penarwyn property is a hidden gem and levels of repeat business are testament to this.
Extensive external work since the last assessment visit to chimney, guttering and fascias.
The successful fireplace refurbishment in the guests lounge.
Service and hospitality levels from both owners.
Cleanliness standards throughout.
Comfortable, well appointed, elegant bedrooms, bathrooms and public areas.
Delicious breakfast with quality ingredients used.Minimum Entry Requirements
Standard: Guest Accommodation
Designator: Guest Accommodation
Rating: Five Star GoldSpecialities:
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.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 30 days of receipt of the report. For details please contact Quality in Tourism at firstname.lastname@example.org or telephone 0845 300 6996. Details can also be found at www.qualityintourism.com. 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.
Penarwyn House remains a very impressive example of Guest Accommodation with such high
quality levels throughout all areas of the operation and exacting attention to detail. Physically,
bedrooms are in excellent shape with generous levels of space and comfort and special mention
must be made of the bespoke headboards, a real hallmark! All mandatory requirements are in
place with diligent maintenance ensuring a very positive first impression. Bathrooms reflect
similar strengths with individuality and style allied with good practicality ensuring ease of use is
maximised in all cases. With regard to housekeeping, no issues of any note were apparent with
great house-pride noted throughout, thus ensuring the level of confidence which is so important
for guests. Public areas are all well appointed and provide ample space for guests to enjoy this
special house. Additional facilities, such as the snooker room are no doubt much appreciated by
guests. Externally, the ongoing paintwork will unify presentation. As a result of this visit, a classification at Five Stars is well deserved with a Guest Accommodation designator.
Guest Experience Report: Day visit
This feedback is based purely on our guest experience and does not have a direct connection to the Quality Standard Grading. Inevitably, some areas will of course overlap. In addition to the aspects that do overlap,
These questions represent what many Guest Accommodation properties offer across different designators (B&B, Inn, Farmhouse, Guest House and Restaurant with Rooms) and might form areas of consideration for your business.
1/ Was the overall standard of housekeeping in the bedrooms diligent? Very good levels of housekeeping noted.
2/ Did you find any high level dust? There was no evidence of any high level dust.
3/ Where carpets free from debris? The carpets were well vacuumed.
4/ Did all visited bedrooms and bathrooms smell fresh? All rooms were fresh smelling.
5/ Was all spare bedding wrapped? The spare bedding was properly wrapped and stored.
6/ Was it clean behind, below and inside fixtures and furniture (e.g. All areas were clean. beds, drawers, wardrobes, radiators)? All areas were clean
7/ Were all items on the hospitality tray and other glassware sparkling and clean? All items were very clean.
8/Was there evidence of housekeeping "best practice" (e.g. linen checked for damage, clean linen not stored on carpets etc)? All inen was in very good condition.
9/ Did all visited bathrooms show clear evidence of sparkle- chrome, mirrors, tiling etc?
Very good attention to detail noted.
10/ Were bathroom contact areas and the floor deeply clean? All contact areas were very clean.
11/ Were bathroom fixtures and fittings thoroughly clean? All fixtures and fittings were thoroughly clean.
12/Did the public areas show high standards of housekeeping? Good attention to detail noted throughout.
13/ Where applicable, were public toilets clean and well presented? The question is not applicable at this establishment.Bedroom
In all bedrooms visited
1/ Was décor well maintained-walls, ceilings, and woodwork? The décor was well maintained.
2/ Were bedroom carpets and floor covering in good condition and properly fitted. In all bedrooms visited? Flooring in good condition and properly fitted?
3/ Were bedroom fixtures and furniture generally in good condition? All in very good condition.
4/ Were bedrooms comfortable and laid out in a practical way? The bedrooms were comfortable.
5/ Were mirrors & powerpoints provided in suitable locations? These were well positioned.
6/ Were beds well dressed and in good condition? Nicely dressed and in very good condition.
7/ Did all bedrooms have enough storage space? Adequate storage space provided.
8/ Were coat hangers of a good quality & quantity? Good quality wooden hangers provided.
In all bathrooms visited
1/ Was bathroom decor well maintained -walls, tiles, and ceiling? All in very good condition.
2/ Was bathroom floor covering in good condition and properly fitted? In good condition and properly fitted.
3/ Were bathroom fixtures and fittings generally in good condition? All in good condition.
4/ Were bathrooms practical and easy to use e.g. shelf space, lighting? These provided very good ease of use.
5/ Were towels of a generous size & of an absorbent quality? Very good quality towels provided.
6/ Did the quality of the bathroom toiletries meet with expectations? Good quality and range provided.Public and External Areas
1/ Is the property well signposted & easy to find.? Well signposted and easy to find.
2/ Does the frontage/entrance make a positive first impression? Very good first impression.
3/ Was the facade of the building free of significant maintenance problems (peeling paintwork etc.)?
Well maintained and in very good condition.
4/ Were any gardens, car park etc neat and tidy? All external areas neat and tidy.
5/ Was signage external & internal logical & informative? Signage logical and informative.
6/ Were any lounges/bars and their contents in good condition? All in very good condition.
7/ Was the breakfast/dining room and its contents in good condition? Well maintained and in good condition.
8/ Were corridors, landings and any public toilets and their contents in good condition? All areas in very good condition.
Penarwyn House provides a commendable standard of accommodation, and at this inspection, a most enjoyable guest experience. Quality Standards scored very highly on this occasion enabling a most confident recommendation at Five Diamonds.
The development of the house as it is now, is a dramatic indication of the proprietors commitment to providing the very highest standards for their guests. Hospitality was a notable strength, I was made to feel welcome and at home. The friendly and proactive conversation offered by both Mike and Jan, at every contact, made a lasting impression, clearly both are accomplished hosts. Service too was impressive - a good booking and arrival, good room information too. Breakfast service was attentive, and all aspects were well organised throughout the guest experience.
Breakfast was most enjoyable, freshly and accurately cooked, high quality ingredients full marks here. Housekeeping deserves praise also, impeccable standards. The bedrooms are very well appointed, high quality fabrics and furnishings, comfortable and spacious and well equipped too. The public areas also leave a lasting impression, and the continuing project is exciting. The external appearance, super gardens and the quiet location, all add to the catalogue of notable features.
Without doubt there will be many returning guests at Penarwyn House, future success seems assured.
Mike & Jan Russell
(01726) 814 224