“The property is lovely and really nice.”
Before arriving we had a damage and cleaning information pack with a hot tub disclaimer. The information pack was a little worrying as the cost of cleaning charges for pet hair and I had 2 with me. When we got to the property it was simple instruction from the email to access the property but no greeting on arrival. When we were putting food away in the freezer there was a smashed bottle which had not been cleaned up, there were a pack of Pringles on the cabinet that were out of date from July ...
Before arriving we had a damage and cleaning information pack with a hot tub disclaimer. The information pack was a little worrying as the cost of cleaning charges for pet hair and I had 2 with me. When we got to the property it was simple instruction from the email to access the property but no greeting on arrival. When we were putting food away in the freezer there was a smashed bottle which had not been cleaned up, there were a pack of Pringles on the cabinet that were out of date from July and also a plastic bottle left under the one sofa, this I was disappointed with due to the emails received about the cleaning charges. The hot tub we read through and said it’s cleaned every time someone leave and will be switched on and heated up ready. On the first night we never bothered with the hot tub due to the rain and darkness. We then went to look around 10:00 on the second day and the hot tub was cold and nothing would work it was saying pool too warm. I kept checking this by the hour and the water was cold with no change. I went to reception which was not open, I range the contact number provided on email and booklet in the love and no answer I also emailed the admin team and again no answer. I was unable to use the hot tub all weekend and this I am unhappy about as you pay extra to have a hot tub and we were unable to use. On the day of leaving the request to strip the beds and bag the sheets and towels ready for cleaners to collect was done before leaving. The hot tub had started to heat up but this was the day we were leaving. I feel we could have had more assistance to get this hot tub working and the general cleanliness wasn’t to the standard of what it seems before you attend due to the items we found, but the email makes you slightly worry before attending and taking your dogs as chargers and explained for different cleaning.
Hello, thankyou for taking the time to write such a detailed review, we take all feedback seriously and we always aim to improve our lodges and customer service.
There is a Good Housekeeping Bond in place, as per terms and conditions of making a reservation through Sykes; this is a standard arrangement for many Holiday Homes. Unfortunately, we have had to introduce an additional Housekeeping charge to remove excess dog hair throughout the Lodges, which would be deducted from this Bond, if necessary.
We have discussed the bottle of Prosecco and Pringles left behind, with the Housekeeper, this is a very rare ocurrence, but we have implemented a procedure to ensure this type of cleaning error does not re-occur. Apologies for any inconvenience caused.
The Hot Tub was cleaned and temperature checked on the day of your arrival, and we have been assured that the Tub had reached the desired temperature. Once the cover is removed, the temperature will drop quite quickly; also if guests interfere with the controls, the system can divert to error mode. There is no additional charge for use of the Hot Tub, the price is inclusive.
Over the festive period, reception is closed, to allow staff to spend time with their families, but there is skeleton staff on duty, who would have been able to assist you.
We do request that linen is stripped from the beds etc..... but again this is standard practice with many holiday homes.
Property Owner
