“Very disappointed!”
We stayed in this property 4 years ago and it was immaculate, this time it was awful. Paper thin pillows and cheap poly cotton bedding. Cheap mattress. Patio garden full of weeds. Build up of dust and cobwebs on skirting boards. Cracked shower screen and yellow/brown shower door seals. Big build up of dirt around shower screen doors. Mats needed hoovering. Upon check in the property had not been cleaned from the previous occupants, unfortunately that couldn’t be helped as the cleaner had had ...
We stayed in this property 4 years ago and it was immaculate, this time it was awful. Paper thin pillows and cheap poly cotton bedding. Cheap mattress. Patio garden full of weeds. Build up of dust and cobwebs on skirting boards. Cracked shower screen and yellow/brown shower door seals. Big build up of dirt around shower screen doors. Mats needed hoovering. Upon check in the property had not been cleaned from the previous occupants, unfortunately that couldn’t be helped as the cleaner had had an accident. However when somebody did turn up to clean it was done in 40 mins which may explain why there is such a build up of dust and dirt around the property. The owners response regarding the cracked shower screen was that it is due to be replaced. My feelings on this, if you are going to charge over £100 a night then don’t rent it out until things are fixed. We left after one night!
Thank you for taking the time to write such a comprehensive review.
May we respond to your points?
Your call about the property not being ready at check in time came as a surprise to us all. We apologised profusely at the time, as did our property manager who came straight out to help you.
The bedding that should have been in the property was in the car with the cleaner, who as we all learned the next day had been hospitalized in an accident.
Our property manager came straight to you after your call. She did say that you were anxious and needed to get inside the cottage sooner rather than later, so worked as quickly as possible to try to accommodate your needs. She also stated that you had brought your own bedding so wasn't sure if you wanted the "emergency" set she had brought along.
The mattress is less than a year old, I guess some people prefer a softer style.
Your demand for a full refund at 0730 the following morning, stating that you would publish a damning review unless paid, was shared in full with Sykes.
None of us felt that some discoloured grouting warranted a refund and that weaponising the review system was an unhelpful way to move things forward.
We hope you enjoyed the champagne our property manager bought for you as a sorry for the inconvenience caused by the slightly later then normal check in.
Whilst we regret that your holiday did not begin as smoothly as either of us would have wished, we remain committed to providing a high standard of accommodation and responding promptly whenever unexpected issues arise.
Property Owner
