The Newt
In early 2021, after The Newt in Somerset had been open for a while, I suggested to some friends that we treat ourselves and stay there. They had a look at the prices and couldn’t bring themselves to spend so much, despite the fact that they had really successful careers. Then my friend died in December 2021, in his mid-60s, after a very short illness. We were all so shocked.
?So, this year I just thought ‘sod it’ and booked a two-night stay for Sunday and Monday earlier this week. It has long been on my bucket list, and I’m a huge fan of Babylonstoren, a preserved Cape Dutch farm estate in the Drakenstein, South Africa, which is owned by the same family.
?Once I had booked (and paid in full well in advance!) I received an email which proposed an itinerary for us:
?Sunday, 6 November
?Monday, 7 November
?Tuesday, 8 November
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?This could have felt a bit Center Parcs (which has had its place in our family lives), but it didn’t. It could have felt a bit starchy and formal considering the price, but it wasn’t. Instead, it was a complete, gorgeous, immersive and joyful experience.
?I don’t know the owners, Koos and Karen Bekker, but they clearly had a vision when they bought the original house and 850 acres (for sale at a guide price of ￡13m) in 2013. The planning application to change the house talked about an aspiration “to create a high-quality environment which will enable the historic park, gardens and buildings to be accessible to the public, and to accommodate up to 100,000 visitors per year”.
?It went on: “Through these proposals, there is a vision to give visitors the most exciting experience of what rural Somerset has to offer, including orchards and apple growing; walks through woodlands, parkland and gardens; and exploring the local heritage of cheese and cider production as well as the contemporary culture of good local produce and fine dining. The aim is to retain the features, materials and character of the existing buildings, and to use traditional techniques and local materials to retain the farmstead feel.”
?They have achieved this and so much more at The Newt. While the Bekkers certainly have a long-term strategic vision (the estate is now over 2,000 acres, for instance, as a result of buying a number of nearby farms), it was also hard not to be impressed by the day-to-day demonstration of their values in the people we met.
?Jim, head of the deer herd, talked openly about his ability to get what he wanted to do his job well. Ben, an apprentice from Preston working in the restaurant, was so enthusiastic about the team, the owners and the training he was receiving that he just wanted to return to The Newt once he had finished at university. Antonella, the experience manager, left us a bottle of cider to apologise for a time change for one of our visits. Paula, the beekeeper, talked about starting at The Newt two years before it opened and being given total freedom then to bring her vision alive. Everyone we met, without exception, was warm, kind, beyond helpful and demonstrated ‘Unreasonable Hospitality’ – read the book by Will Guidara to understand more.
?This is an experience where no expense has been spared and no detail left untouched. The reconstructed Roman villa is a total delight, the gardens are gorgeous, the food is delicious, the rooms are exceptionally well thought through and the tours are interesting. I truly did not want to leave. Yes, it’s very expensive, but for me, it was totally and utterly worth it as I remember with joy all the elements which made up the whole of the experience. I just wish our friends could have been with us.
Ann Elliott is a hospitality consultant
Worth visiting in June - even if just gardens Amazing experience I agree so worth making an effort to go - even if you don’t stay Roman house so immersive and worth a visit too
Retired
2 年2/1 Outcome was disappointment when a really simple solution would have been fine Message is understand the issue before providing the solution and examine your tech solutions to be sure right messaging Fabulous place just get problem resolution needs to be addressed
Retired
2 年So one of the givens in exceptional customer experience is consistency and whilst I agree with much in your post our experience has been different Our day visits as a location close to us at the time has been good. Expensive but good. When we chose to celebrate a special event in the restaurant the experience was not so good. Three e mails before arrival stressing we had the table 7.00pm to 9.00pm. We understood and accepted this and booked cars accordingly Arrived at 6.30pm, fabulous cocktails in the bar and taken through to dinner at 6.50pm. All good Oysters as pre appetiser were superb. Wait staff at our table engaging and attentive Starters excellent Main course excellent Dessert was where it went wrong. Request for dessert orders came at 8.50pm after 3 more e mails during dinner confirming that we had the table 7.00pm until 9.00 We had no time to enjoy dessert given the consistent and continued demands to vacate the table by 9.00 pm which we based our car booking on We shared our disappointment on departure. Standard response by e mail next day was ‘come back for lunch on us’ except it was dinner that was spoilt ( and the occasion ) Next offer was full refund which seemed unfair to us as what we had was delicious