The Hotel TerraVina Blog

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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Au Revoir to 2013 as Hotel TerraVina looks forward to the arrival of 2014 with much excitement and anticipation…

This will be the last blog of 2013 and I have to say that I am looking forward to seeing the back of this year- it has had many highs, not least the most special being Gerard’s award of Decanter Man of the Year, George’s award from the Good Food Guide, of Chef to Watch in 2014, Romané’s numerous awards and achievements and all sorts of other positive and pleasant happenings too numerous to mention.

However, just as most years, there have also been some lows, some more of a “body blow” than others.  On going legal battles, the realization that not everyone we deal with are as honest and trustworthy as we would hope, trees crushing cars, (thankfully no- one was injured), treasured team members “flying the coop” for new and exciting adventures, but who are very much missed and most poignant of all, varied dear friends and colleagues battling with serious illness and coping with bereavement. So on balance it’s been a bit of a mixed bag of a year and I am sincerely hoping that 2014 may bring a little more calm, balance and positivity, as well as good health and much contentment to those near and dear to us.

That said there’s certainly not been a dull moment and whilst life feeling like a rollercoaster can make you feel a bit dizzy on occasion it certainly cannot be called dull!

So all that remains is for me to thank you all so much for your encouragement, support, enthusiasm for the hotel and the team and for reading my blog- it is hugely appreciated and always great to read comments from you all.

We hope to see many of you in the New Year and please do keep up to date with all our news and special offers by reading our newsletter and website, as we have some fantastic mid week rates up our sleeves in readiness for the New Year, starting immediately from 1st January, so hurry back and come visit us soon.

Have a superb Christmas and New Year and all good wishes to you all one and all, from all of us here at TerraVina.

Till next year!

Nina, Gerard, Chris and all the Team

Ps: many congrats to my mate Philippa Robinson and her friend Mel Hatton who
have recently successfully completed the Land’s End to John O’Groats classic
car Tour ‘Le Jog’, with all of their hard won donations going to raise
much-needed funds for Naomi House and Rosewood Free School, (adjacent to our
own adopted charity, Rose Road Association) which will enhance the lives of
the children using the facilities. If you want to read all about their
fantastic achievements then here is the link:
http://www.heroevents.eu/Events/LeJog/lejog_2013/event_report/

Well done Philippa and Mel- brilliant achievement!

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Christmas Time at Hotel TerraVina- twinkly lights, a sprinkle of glitter and some Christmas cheer

Christmas comes but once a year and when it comes it brings good cheer……it forgets to mention how quickly Christmas seems to come upon us fro one year to the next- no sooner have the decorations been packed away only to be unwrapped again ready to be hung once more. This year it was with some trepidation that we unwrapped the decorations from their boxes as we weren’t sure how many would be in good repair- during the storms earlier in the year we had a huge tree that fell and crushed a number of cars along with the storage shed where the decorations, amongst many other things were kept- the glass baubles were all shattered, the “nodding” reindeer now have slightly squashed legs, but still nod and a few other baubles and trinkets did not survive the weight of the tree upon them….. however, with an assortment of new decs mixed with the salvaged old ones, the hotel is now looking resplendent, with twinkly lights, baubles and icicles hanging from various trees dotted around the place.

I love Christmas and decorating everywhere to make it all look festive- I was able assisted this year by Laura, Suzi and Rebecca with added muscle from Matt, Chris and David and Clive our stoic night porters who were tasked with gathering all the decorations from far and wide around the hotel.

We recently hosted a Winter wedding with Christmas as the theme and the room was transformed into a Winter Wonderland and looked truly beautiful- it’s amazing what magic chair covers, cloths and a very fancy fibre optic curtain can make, coupled with beautiful festive floral arrangements- truly lovely.

And so it is that we are all currently feeling very festive and full of good cheer- as always there have been some hiccups with the rare few guests who are not so embracing of the bonhomie of this time of year, but overall we are blessed with lovely guests who we are thrilled to welcome back time and time again and we thank you all for your continued enthusiasm and support of TerraVina- it is hugely appreciated.

I’m off to Romané’s Carol concert, where he is reading a passage from Isaiah and no doubt I will let the side down and have a teary eye as I look on proudly and wonder where my baby boy has gone to be replaced by such a gorgeous, tall and handsome young man instead!

Till next week, when amongst the frantic Xmas shopping, wrapping, tree decorating (at home) and general mayhem that is Christmas I will find the time to write the last blog (probably) of 2013.

Nx

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Nina is back and writing Hotel TerraVina’s blog after a two week (or so!) sabbatical

After my last blog of a couple of weeks ago, when I ranted and let off steam, I have had a couple of week’s break to calm down, tie up some loose ends and generally just tackle all sorts! Many thanks to Sheila for writing a guest blog in my absence last week- much appreciated.

I would like to say that I am now calmer, less stressed and the world is once more a calm and friendly place- sadly I can’t and whilst I won’t rant again about all the things that continue to irritate, stress and frustrate me, needless to say that the last couple of weeks have been a rollercoaster and I’m feeling ready to jump off! I’m not sure why I am so irritated by the lack of flexibility that some customer services offer, be it in café’s, shops or restaurants; why indifference to guests and customers should irk me so in hotels, hospitals and airports, but despite trying to “keep calm and carry on”, it’s not working and I’m as cross and angry as ever at the lack of customer care that so many of us are subjected to, in so many varied situations, on an almost daily basis.

However, I’m taking a deep breath and thinking calm and happy thoughts, which leads me onto some heart warming snippets to blog about instead.

At the end of November, the annual dinner dance at Rose Road, the hotel’s adopted charity that Gerard and I support, and for whom we are both Ambassadors was held. The evening was lovely, and was a success in raising much needed funds for the charity – some of the young people who are cared for at Rose Road were in attendance and it was truly heartwarming to see them enjoying themselves and to share their undiluted joy at such simple pleasures as listening to the dance music, being turned this way and that in their wheelchairs to the tunes and watching them be enthralled by the disco lights and glitter balls- it puts life’s irritations into better perspective.

This week we took Suzi (our original TerraVina General Manager), out for lunch to thank her for all her hard work over the past almost seven years- we offered a list of venues for her to choose from and as she had never previously visited, she chose Le Manoir aux Quats Saison, which is a favourite of Gerard and I, no less because we love Raymond. George, our exec chef came along too as Suzi’s guest and a great time was had by all- the Manoir team are exemplary when it comes to service standards, but they offer exceptional customer service in a very natural, friendly and warm manner and so the result is that the restaurant doesn’t feel stuffy at all, but just a lovely place to relax and enjoy a delicious meal- Raymond was on fine form and he and Gerard enjoyed catching up and chatting. It was a lengthy and fantastic lunch and Suzi and George both loved the place, which whilst it is always lovely looked even more resplendent with the beautiful Xmas decorations and twinkling lights.

I’m surprised that Xmas is so close- how did that happen? Friday 6th December is our hotel decorating day and we have gathered the troops past and present to join in and help and so we have Suzi, Laura and Jackie, our long past assistant manager and once Restaurant manager coming back for the day to help me and the current team decorate- it’s a TerraVina tradition to all share decorating the trees and we love it- I always worry that the mess and muddle of decorations all over the place will never be cleared away and then in a blink it all looks beautiful and so I am looking forward to welcoming familiar faces back for a fun filled day of decorating and laughter and no doubt a glass or two of bubbles to help us in our decorating tasks!

Till next week and thank you for continuing to read the blog regularly, it is much appreciated and always surprising to hear so many people enjoy reading it as much as I enjoy writing it- I have missed writing it the past few weeks and am very glad to be back!

Nx

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