The Hotel TerraVina Blog

Hotel TerraVina has a great team and often they go far and beyond the call of duty…

We are immensely proud of our team who work with us here at TerraVina. Many of them have been with us since the very beginning and others for a number of the past 7 years. Our guests often remark on  the calibre of our team, how super friendly they all are, how professional, polished and utterly charming and we absolutely agree with them- they are indeed a lovely group of people who are a pleasure to work with and who make TerraVina the special place it is.

There are many team members who deserve a personal mention and all of them have individual talents worthy of praise, however, this week we received one of the nicest, kindest e mails that we have ever been sent in praise of the team and noting how special they all are. Singled out for warm compliments were Chris, our GM, Tanguy, our head sommelier, George and the kitchen team and earning an extra special mention was Lydia, our deputy manager.

Lydia is our “superwoman” she is Chris’s right hand, wing woman and takes on every challenge, opportunity and curved ball that we throw at her. She is loved by all and both us and the team can’t imagine TerraVina without her, she is a true hospitality star and we are so fortunate to have her.

Last weekend the hotel hosted a wedding and indeed it was the happy bride and groom that wrote us such a kind and complimentary e mail of thanks…. In it they mentioned Lydia as having been brilliant in helping them to organise their very special day and her tireless work throughout the preparation and the actual event to ensure that everything went smoothly and everyone had a super time… they then mentioned the fact that she had even given up her shoes for one of the wedding guests who had an emergency shoe situation only moments before the ceremony was due to start. When I checked with Lydia, she laughed and told me that indeed she had lent her shoes to one of the guests……. Now that’s what I call service and offering the very best detail. Well done Lydia for being such a star and a trooper.

May we take this opportunity to thank all of our team for all that they do- we are very proud of you all and from Gerard and I and all the team, we wish everyone a very Happy Easter; we hope to welcome you all again soon to sunny TerraVina (the sun is shining in all its glory and the pool is open too!)

Till next week

Nx

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Even after 30 years in Hospitality guests can still surprise us. Hotel TerraVina shares a few stories…

This past week has been a busy and eventful one. Members of the team continue to surprise us in so many ways, but more especially, even after so long working in this diverse and vibrant industry, when I just think I’ve seen it all, heard it all and had to deal with all that the wonderful general public can throw at us, a guest comes along and surprises us all, with what can only be described as one of the best outbursts I’ve ever heard.

Now I enjoy people watching- it’s one of my hobbies and I am fascinated by people’s behaviour, their psyche and their personalities. As an hotelier I am well placed to watch people to my hearts’ content and I am provided with a wealth of behaviour traits- fascinating! The best this week was a guest who knew their chicken wasn’t cooked to their liking, despite not having eaten it or even sampled it, because no one had asked how they wanted their chicken cooked…. ie: when we took the order we didn’t enquire as to whether the chicken was required to be cooked rare, medium, medium well or well done. Welcome to my world!

I suppose in my calm moments of reflection, it is challenges such as these that make being a hotelier so enriching, most of the time rewarding and sometimes a challenge and every now and then bewildering……. In all my years in hospitality (more than 30 years), I have never asked a guest how they would like their chicken cooked and nor would we even consider asking if they would prefer their chicken cooked rare or medium…however on this occasion we inadvertently offended a guest for exactly that, not asking how they wanted their chicken cooked- I’ve heard it all now!

The rest of the weekend was less eventful, although still filled with some dramas; emergency, past midnight calls, paramedics at the hotel, guests out of their comfort zone and any number of tiny incidents besides.

To top off the weekend nicely, on Sunday lunch time, having had numerous e mails and calls from a guest who was very specific in their booking requirements, table request and wanting a cake baked as a birthday surprise, but not any sort of cake, this one was very precise, with a website link to ensure we knew exactly how it must look, taste and what ingredients we would need. Thus we baked the cake, it looked beautiful- Moyra and George did a magnificent job. The specific table that had been requested was reserved, we had done as the guest requested and only corresponded by e mail so as not to spoil the surprise… and then at the allotted time of the table booking, no guests… an hour later still no guests, in fact they never arrived, the cake was not eaten and despite us having e mailed and called since to check the details and the date, no response from the guest… how rude and bad mannered can people be! Now, if something had gone wrong the other way round and we had forgotten to bake the cake, not reserved the right table or spoilt the surprise, no doubt the guest would have written about their annoyance on sites such as Trip Advisor (other review sites are available) and would have slammed the hotel for letting them down… but when the boots on the other foot and it’s the guest who is so bad mannered and just doesn’t turn up that’s ok… well no its not actually and I feel very aggrieved at such bad manners. Thankfully it’s only a handful of guests who book tables, order cakes and then don’t bother to call to cancel and just don’t show up, most of our guests are lovely, kind and considerate and with impeccable manners, so thank you to all of those who do appreciate what we do.

I’m looking forward with great anticipation to this weekend and what it may bring- lovely guests, happy people, sunshine, good manners and contentment all round I hope.

Till next week

Nx

 

 

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Celebrations and congratulations abound at Hotel TerraVina this week….

We are thrilled to be able to divulge the news that our super talented, Head Sommelier, Tanguy Martin, the once assistant of Laura Rhys, another of our lovely, talented and award winning sommeliers, (and who is now at La Trompette in London), has won the title of Chaine des Rotisseurs, UK, Young Sommelier of the Year. Last year Tanguy was in 4th position and this year, through sheer hard work, determination and much training, he was able to move rapidly into pole position, take the lead and ultimately win the title. Well done Tanguy – we are very proud of you and thrilled that all of your hard work and efforts have paid off. Tanguy will now be studying hard to do well in the International part of the competition which will be held in Denmark in September and we and all the team wish him very well. Thank you Ana, Maud and all the team for helping Tanguy to achieve this win- your support, training and endless tasting sessions for him have all helped him to win this round!

Very well done to the other finalists of the UK competition, who included sommeliers from The Vineyard, Medlar Restaurant and The Fat Duck- Bravo tous!

In addition to congratulating Tanguy, I would also like to mention my lovely husband Gerard who has proved once again that he has a great talent for mentoring, training, encouraging and inspiring still more proteges to continue to do well and to shine as they pursue their sommelier careers – he has helped to create a generation of aspiring, talented and ambitious sommeliers. He never ceases to amaze and impress me with the very fact that he is so generous in sharing his expertise, his experiences and his passion – many congratulations Gerard on being such a respected and well loved “Sommeliers Sommelier!” I’m very proud of you.

Congratulations also to Laura Rhys on her new position as Head Sommelier at La Trompette. Laura was with us for 6 years here at TerraVina and we, the team and the guests all loved her and were sad to see her spread her wings and leave, but she went with our blessing and we are very proud of her and her achievements and wish her much success in her new position- we have no doubt she will be a great success.

Well done too to our lovely deputy manager, Lydia. She recently sat her 1st set of Diploma wine exams and whilst we all anxiously await the results, we are sure she has done very well and she is to be admired for managing to study hard outside of her day to day responsibilities, but for a subject she is passionate about- she does a brilliant job for us as Chris’s deputy and has bought much to TerraVina in her 18 months with us.

All in all, weeks such as this past one, where so many of the team have proved how talented, hard working and enthusiastic they are, make us realise yet again how very fortunate we are to have such a fantastic team of people working with us- they make TerraVina the place it is- we think it’s special and that’s because we have extra special people working here- thank you all and well done to all of you, who all shine at different moments and collectively make us very proud!

Happy Mothers’ Day and till next week

Nx

 

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Yippee! Sunshine spotted at Hotel TerraVina and in the New Forest

At last the sunshine peeped through the clouds this past week- we were treated to glorious weather on both Saturday and Sunday and what a difference the sunshine made- we all felt uplifted- well I didn’t as I was poorly and feeling sorry for myself in  bed, but it was still lovely to see the sunshine through the windows. Then Monday was lovely too and we were all expectant and excited at the prospect that Spring had arrived; however  Tuesday has dawned as a dull, grey day, but we remain undeterred, Spring is, if not already here, at least on its way and that is something to be positive and happy about.

Thus I have filled the house with daffodils and tulips, I have thrown open all the windows and doors and we are Spring cleaning with a vengeance- no cupboard or space in the office remains untouched! Paint brushes at the ready- well they are in constant use actually as the hotel is continually painted and refreshed on an almost monthly basis…. An excuse to go shopping for new soft furnishings to freshen everywhere up and at last after too many long and dismal months the front door is open to the world in all its orange coloured Technicolor glory.

We have new TerraVina soft dogs and puppies in stock and that always makes us excited when we received the parcels and start to unpack and the grass is growing fast so Spring must be here. We have called the pool man and are getting excited at the idea of a twinkling pool reflecting the sunshine very soon

Yes we are excited that the sun peeped through and we hope it does so again very soon and maybe lingers awhile….. come and visit soon for a trip to Exbury Gardens, as soon they will be in their most magnificent glory with the blooming of the “Rhoddies” and Azaleas and the forest will be ablaze with bluebells and snowdrops too…. Thus find an excuse to escape and come to stay. We look forward to see you soon

Till next week

Nx

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The sun has peeped through and teased us here at TerraVina this week…

When I asked GB for a little bit of inspiration for this week’s blog… helpfully (not!) he said why don’t you write a “fluffy” one- it will make a change from you always ranting! Me always rant… I don’t think so! However it has been a while since I wrote a more lighthearted blog, but now the pressures on to think of a topic that is lighthearted and in GB’s words… “fluffy”

The problem is I don’t feel very fluffy at the moment- there is much going on and all of it is fairly weighty and serious rather than lightweight and frivolous. That said, we remain in awe of our talented team who make TerraVina what it is and who keep us from screaming when the life of a hotelier all gets too much.

Gerard continues to be a constant source of entertainment- he announced this week that he needs a PA. When I indignantly pointed out he already has one- ME! He laughed and stated he was thinking of a younger, more enticing version to keep him amused whilst in the office. Needless to say he won’t be getting a new PA anytime soon.

Romané our adorable son, who is growing too fast and looks more like a handsome man, instead of my baby, has been poorly, but is being brave and not succumbing to the man flu syndrome… however, Gerard fears he has caught the bug and is being a difficult patient, whilst demanding constant attention, hot drinks, medicine and TLC…. I too have caught Romy’s germs, it’s so kind of him to share them, but haven’t got time to be poorly, as we also have a poorly pup at home who is going stir crazy, as it is now 7 long days that we have not been able to take her for her usual 2 hours walkies. She is a princess at the best of times but being immobile has made her even more diva-ish and demanding of our attention, so with a sprinkling of fallen trees, smelly drains and a tricky guest or two thrown in for good measure the past week has been an eventful one and this week looks like it’s going the same way, without the tricky guests so far!

It must be the weather that is making us all feel out of sorts…. None of us like the rain and constant grey days and so when the sun peeped through for a short while yesterday we all rejoiced, called the swimming pool man and prayed for some long, leisurely lunches on the terrace soon, only to wake up to another grey and gloomy following day- however Spring is on its way and we have the daffodils and crocuses to prove it- roll on sunshine.

Do come and see us soon- even in the rain the forest is magnificent in all its’ muddy glory, but actually when the sun has come out to play it has been delightfully warm and pleasant and I cannot think of a nicer place to be… well alright then, Antigua comes a close second!

Till next week

Nx

 

 

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Hotel TerraVina grumbles about the lack of Customer Care from SSE….

As regular readers of this blog will know we had a problem of having no power over Xmas. Now, in the scheme of things with the weather conditions which have been so terrible since Xmas and the floods and disruption that so many businesses and families have endured, 38 hours of no power, pales into insignificance somewhat, BUT it was on Xmas eve and Xmas day and it did effect 181 people, so whilst it wasn’t life changing, life threatening or too traumatic in the big scheme of things, it was a terrible shame for all those guests who had their Xmas meals, stays and events cancelled because of it.

I had written, e mailed and messaged SSE about the Xmas power problems, admittedly along with thousands of other effected people and businesses. On their website they promise to endeavour to deliver 10/10 service at every opportunity. I had no response to my 30th December e mail and so wrote again on 10th January, when I eventually received, days later, a phone message noting that they would respond eventually but they were busy dealing with all the complaints!

I eventually received a letter dated 14th February, almost 8 weeks later and the letter apologised to my family and I for the effect of lack of power over Xmas. There were lots of words of reasons why no further payment was being made unless power was out for 48 hours or more, but a final paragraph explaining that as a goodwill gesture they were sending all those effected with no power on Xmas day a cheque for £75.00.

Actually, I was expecting no monetary recompense as it’s SSE and they are much better at taking customers money rather than ever paying any back to us… but what I did expect was some genuine interest in us as one of their customers. I had expected that they would actually have read my e mail and realise that we were a business and that a letter apologising to me and my family was not acceptable to a business that had to cancel 181 people’s Xmas celebrations- a generic letter that was sent to thousands of households is not the same style of letter that an effected business should have received. It is insulting to me as the business owner and even more so to all my effected guests. As for the paltry sum of £75.00, I am very pleased to donate it to the hotel’s adopted charity, The Rose Road Association, as when, as a business we have lost over £30,000 (albeit the insurance company have made a contribution to our losses) the goodwill gesture SSE have sent does not really feel like one, but even more importantly the fact that they have taken so long to respond, have done so in such a disinterested manner and the lack of communication and interest in their customers when the power failure actually happened suggests that their Customer care is certainly lacking- as a business if we treated guests in such a shoddy manner we would be out of business- shame on you SSE for believing that you are too big, too important and your management hierarchy too arrogant to care about your customers.

I would like to finish on a more positive note and not rant to the very end of this week’s blog… whilst I am disappointed, frustrated and insulted by SSE as a company, I do think their engineers and the people on the ground who were climbing the poles in all weathers, repairing lines and generally getting the network up and running again do a great job- it’s just such a shame that their bosses let them down so spectacularly when dealing with their customers.

Till next week

Nx

 

 

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Hotel TerraVina visits a “old haunt” and keeps afloat in the floods

There have been a couple of weeks lapse between blogs due to my being away on a working trip in Birmingham, amongst other adventures and commitments. It is a number of years since I visited Birmingham…. which was once one of my regular haunts as we opened a Hotel du Vin in the old Birmingham Eye Hospital many years ago. I loved the city when I used to visit and have to say that it was a delight to go back. The people are friendly, the event I was at was brilliantly well organized and all in all it was a great trip, made even better by the Gourmet Café, located in Birmingham International Train Station, delivering exceptionally friendly service and delicious bacon baguettes for the whole three days of my stay! (I opted for breakfast there instead of at my hotel as the bacon sandwiches were too good to miss!)

I travelled on the train and the day I travelled home was the day of one of the terrible storms- luckily my travel plans were not too disrupted, albeit the train was filled to capacity due to a previous train having been cancelled and there was a very slow speed limit due to the weather conditions, but the camaraderie between passengers was great and the trip whilst long was actually quite enjoyable.

However, since my return, I have been watching the news with a sense of doom and disappointment for those poor people who have all been so badly effected by the floods. Gerard and I and all the team send our sincere sympathy and thoughts to all those homes, businesses and people effected by the weather- having experienced weather related problems over Xmas, we know only too well how devastating it is for a business, but we cannot imagine a home being flooded to the extent that so many people are suffering- what a miserable, miserable time.

Whilst there seems little to be positive about in these bleak weather conditions, my heart was lifted this morning when I saw daffodils by the roadside and tulips in abundance for sale at the flower stall- such cheery flowers to lighten the mood and to give us all a hint that Spring is only around the corner.

Thus to all those effected by the weather, stay safe, our thoughts are with you all and we do hope that the camaraderie of neighbours and communities will shine through.

Till next week

Nx

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Hotel TerraVina enjoys some “away time” and an inspiring evening of magic, fun and laughter

This week has been a bit of a “mixed bag”. Gerard and I have been up and down to London, some of which was for pleasurable events, such as GB being invested as the Honorary President of the Wine and Spirit Trust, a post he will proudly hold for the next 3 years and where he follows in the footsteps of such wine industry luminaries as Michael Broadbent MW, Hugh Johnson OBE and Jancis Robinson, OBE MW. The event was a huge directorial success with over 500 people present and almost 200 award winners and Diploma graduates (Including one of our sommeliers Ana Martínez Terol). The out going president Jancis, showed GB how it was done and with her usual charm, diplomacy and charisma, ensured that all those who took to the stage entered and exited without a hitch and in a fast paced fashion. Master of Ceremonies and CEO of the WSET Ian Harris was a truly excellent host and the magnificent setting of London’s Guildhall made for a fantastic venue.

A superb dinner with sublime wines, (thank you so much Lewis!), was enjoyed at Hawksmoor, thank you to Will Beckett and the team for such a delightful evening and all in all the evening was a most enjoyable one…. Then there were less exciting trips dealing with all sorts of legal and administrative details- not quite so much fun admittedly but very necessary. Another most enjoyable London jaunt was for GB to celebrate with fellow Decanter Men and Women of the Year at a sumptuous event where a most enjoyable time was had by all and then for me, back in Hampshire, in my role as an Ambassador for Rose Road, the hotel’s adopted charity, I attended a birthday party, to celebrate the centre’s 10 years in situ in their new premises.

As always I was so inspired by the children and young adults who attend Rose Road. They are all special for a variety of reasons and to share their joy and excitement at the birthday party was inspiring. There was a magic show where they were invited to help the magician with his tricks and to see the pleasure that such simple tasks bought them ensured that we were all touched profoundly by these spontaneous and especially memorable moments. Whenever I visit Rose Road I leave feeling inspired- for some of the people who attend Rose Road their lives will be tragically short and for all of them they have to endure pain, inconvenience and stress that we in our everyday lives cannot even begin to imagine but yet it is such a happy place and the children and young adults are so content, well cared for and cherished that it cannot help but make you reflect, keep a perspective at you own life’s troubles and niggles and simply be inspired by their courage.

Thus Happy Birthday to The Bradbury Centre at Rose Road and three cheers for all those who work within it- you all do an amazing job! https://www.facebook.com/RoseRoadAssociation

Until next week

Nx

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New Year congratulations here at TerraVina…

Happy New Year to you all. Personally I’m not a fan of NY’s eve and all the promises of leaving behind the old and starting anew as when you wake up on 1st January, (possibly sore headed!), all the same irritations, worries and niggles remain- they haven’t magically disappeared over night… and then days later you have to deal with the guilt of already having broken NY resolutions. Thus I don’t make NY resolutions as like that I can’t be cross when I fail miserably at keeping any of the vows and promises; but listening to the radio a couple of days ago I heard some very wise words about NY and resolutions……..

The words of wisdom were that merely because it is a new year doesn’t mean that it is a new beginning, but rather it has the opportunity of being a new chapter and it is a great opportunity to have a reason to make positive changes that you may have been wanting to make for a while, but instead of making resolutions that we have little hope of fulfilling for a whole 12 months and usually these are resolutions of things we won’t continue to do, ie: bad habits we want to change, such as no more smoking, drink less, eat less, shout less etc, rather we should pledge to do more of the things we enjoy and generally be positive about the promises we hope to keep, so see friends more, learn a new skill, eat as much but choose healthier options, drink better quality wine, as in that way the goals are more achievable and we are more likely to keep on track with fulfilling them.

It is often the case that we look at the negatives and get weighed down by them, so my goal for this new year is to enjoy each challenge that is thrown my way and embrace change more readily and with open arms and just see where it takes me. I am a self confessed controller and so I am going to take a deep breath and let go just a little bit and have some slack and see how that feels.

In celebration of new beginnings, many congratulations to Chris Harvey, our GM and his wife Robyn, on the safe arrival of a 2nd daughter, Lilly… we are all looking forward to meeting her very soon and many congratulations to Lucy Cockett, our demi chef de partie, who was named Student of the Year from her Exeter catering college this week – brilliant news and we are thrilled for them both and very proud of Lucy’s achievements.

Until next week,

Nx

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Christmas Disasters at TerraVina…..an extra (unplanned) blog before the year end

Despite having said the next blog would be in 2014, I am writing an extra one as we have had such an eventful few days and I just had to write about it!

On 23rd December, our neighbours’ large tree was bought down in the heavy winds and crashed into our garden, with a huge branch hitting our roof as it fell. A part of the garden has been damaged, the roof whilst still intact is having a structural survey as soon as the weather permits to assess the damage and the fencing is all crushed on one side and we are now open plan, which is very tricky with an inquisitive dog!

However, that all paled into insignificance when we got a call just after midnight, in the early hours of Xmas eve, to tell us that the power was off at the hotel due to the horrendous weather. We were of course worried, but believed that all would be repaired very soon- how wrong we were. There was no real information obtainable from Southern Electric, so no way of knowing when power would be restored and the power did not actually get restored until late in the afternoon on Xmas day and when it did, due to power surges, much of our larger pieces of equipment, such as computers, tills and kitchen extraction exploded! Thus for over 36 hours, on the busiest days of the year, we had no heat, light, power or telephones.

Whilst giving me something to blog about, sadly the lack of power meant we had to cancel, 33 people for lunch on Xmas eve, 47 people for dinner on Xmas eve , disappoint x27 hotel residents who were staying for the two days and 101 guests for Xmas lunch. We did offer cold food to all and a hardy few did brave a cold hotel, lit by torches, candles and with blankets provided to wrap around shoulders and chilly legs- we had a camping stove set up outside for emergency hot water supplies for the kitchen and so we could provide tea and coffee at least, but that was all that we could offer that was hot.

What struck Gerard and I were two things- firstly what a brilliantly loyal, brave and hard working team we have working with us at TerraVina, as they all did a fantastic job to keep the guests as comfortable as possible for the short time the guests were with us; they kept everyones’ spirits positive and didn’t complain in the least about the cold and dark conditions – in short they were all fabulously good humoured and hard working about the whole fiasco.

The 2nd thing that struck us were how brilliantly stoic all of the guests were and how understanding each and everyone was when we had to start calling round to explain the situation and disappoint so many people and spoil so many people’s Xmas plans- the Dunkirk spirit kicked in and everyone was just lovely. Thank you to all those effected who may be reading this- your kindness, words of comfort and sympathy were so greatly appreciated.

The hotel has suffered enormous financial losses due to the power failure and we are so hoping and praying that the on going storms do not wreak even more havoc on us all. However, we do at least, for now, have restored power, but we are aware that across the country there remain homes and businesses with no such luck and our hearts go out to them at such a special time to have been made to be so uncomfortable and miserable.

Whilst we are not overly impressed with the communication or administration of Scottish and Southern Electric; their phones went unanswered for hours, with callers being left on hold, we were on hold on Xmas eve for over 6 hours and eventually gave up, until I managed to get through eventually at 2am on Xmas day morning and speak to a person, but she had no real and useful information to give me; their website wasn’t updated very regularly and when it was, it was merely to state to check again a few hours later, however, we do appreciate the sterling efforts of the engineers who worked through the horrible weather conditions, throughout Xmas time to try to restore power to as many people as possible and we thank them very much for all their hard work.

We can only hope that after what has been a year of trial, tribulations, illness, bereavement and generally a whole lot of turmoil and stress and now high financial losses and costs for repairs and not much joy, that 2014 starts with a little bit more positivity which continues throughout the New Year.

We all at TerraVina wish you a very healthy, happy and prosperous New Year and hope to welcome you all to the hotel throughout 2014.

Till next year!
Nx

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Registered Office: Fiander Tovell LLP, Stag Gates House, 63/64 The Avenue, Southampton, Hampshire SO17 1XS, United Kingdom.
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