The Old Wool House Luxury Apartments

Mar 28th, 2021

Stayed here for a weekend getaway and it was absolutely perfect. Situated right in the heart of Carlisle, it was walking distance from the train station, and surrounded by plenty of nice bars and restaurants. Check in couldnt have been easier and the apartment had every modern amenity you could ask for. Including an amazing waterfall shower! All in all, a fantastic place to stay and I would definitely stay there again.
Dec 10th, 2019

Dec 9th, 2019

Jan 27th, 2019

My family were coming to visit me from America and needed a place for four people. We selected Old Wool House Luxury apartments but unfortunately fifteen minutes before their train arrived in Carlisle and we were due to check in the host cancelled our reservation because my dad's credit card was blocked due to fraud protection from being in a foreign country . Frantically, I called the reception saying that since I gave the number over the phone maybe they misheard me and that is why the payment did not go through to please try it again and not cancel our reservation. The lady in charge tried the card again and it still didn't work. I asked her to try another of my dad's cards but that also was blocked. I realized it must've been the credit card company blocking the charges because they were American cards. I tried explaining that since they were coming from America, there were extra credit card fraud protections and they had to call the credit card company for the cards to approve the transaction. I asked for an extra ten minutes so we could sort it out in person and offered to try my English credit card or pay in cash. The lady in charge refused and then immaturely refused to answer any of my calls. After coming all the way from America and taking the train from London costing them 400 for the train tickets alone and with large suitcases because they were visiting all the way from Seattle they arrived in Carlisle with no place to stay during the very busy tourist season. When the lady in charge initially seemed helpful and kind on the phone, she did not wait for ten minutes for us to call our credit card company to unblock our cards and initially cancelled our reservation without first speaking to me. She charged the card before we arrived which is what caused the problem in the first place then refused to work it out with us in person even though their train was due in Carlisle ten minutes later. Then she ignored all of my calls and texts. What kind of customer service is this I don't know. But don't book here if you are coming from out of the country because you could be left stranded too. Very unwelcoming and understanding accommodation.
Apr 28th, 2019