Overall, our three-night stay at Ella’s Cottages was a disappointing one. Great location and concept, but let down badly by failing infrastructure.
After a long journey, we arrived on Friday evening to discover that the cottage we were allocated was not the same as the one photographed on the booking site - this had already been allocated. Then, we discovered that the cottage had a termite infestation. We called the night porter who responded immediately and moved us to another cottage, although this one did not have hot water in the shower, which the hotel staff hoped would be fixed on Saturday (it wasn’t, due to parts not being available). In the interim, we were given access to another cottage with a working shower.
We were given the opportunity to move cottage again on Saturday, but given we had already moved once and were only staying for 3 nights, we decided to stay put and live with the cold shower. Unfortunately, the air conditioning then stopped working, with us having to call for maintenance on Saturday afternoon and, again, during the night. Even when working, it was intermittent and made a screeching sound. The cottage was so hot at points that it was noticeably cooler outdoors, no mean feat for KW in May!
There is much to like about Ella’s Cottages - the location, traditional KW layout, the outdoor areas, breakfast and staff. Dwight on the front desk sought to resolve our issues, but was let down by the infrastructure and offered us a part refund.
