“Cleanliness was poor - dead flies on window ledge; dog hairs on furniture, rug & lounge floor; sofa badly stained; skirtings & window frames need cleaning; hairs & dust behind/in between radiators; crumbs under cooker & in corners of kitchen.”
Comfort - single bed (balcony room & downstairs bedroom) were uncomfortable; most quilts were not warm enough for time of year; sofa dipped when you sat on it; dining room chair was broken
Facilities & maintenance - power button on dishwasher was temperamental; damp in kitchen, lounge & utility; plug in bath wouldn’t hold water; 2 radiators not working; couldn’t get main oven to work; no instructions on oven; no instructions on what waste to recycle, how to separate it & what to do with ash from fire; most bathroom/toilet fittings (towel & toilet roll) were loose; carpets fraying on door thresholds.
Such a shame as the house is in a fantastic setting & you can see where the owner has carried out modernisation but it is in need of a thorough deep clean, paintwork touch up & some updating
Thank you very much for providing your feedback. This of course is very disappointing to hear as we strive to ensure our guests have a fabulous experience, so please accept my apologies that this wasn't the case for you personally. It also comes as a surprise as we exchanged several messages and I was under the impression we had dealt with your issues satisfactorily. As no problems were reported by previous guests, we weren’t aware of anything needing addressing. The cooker apparently not working was rectified by turning it on at the wall, all the information relating to operating the appliances, dealing with recycling/rubbish, logs, heating etc was included in the guest information pack sent to you ahead of your stay (with printed copies left in the house), and my maintenance man came the following day to fix the radiators etc. It was lovely to hear back from you during your stay that you were all having a great time and that you're grandchildren loved the house in particular, and a relief that these issues didn't get in the way of your enjoyment of the property.
Unfortunately, previous guests had dogs which damaged the carpet which is being replaced shortly during my maintenance visit. I've booked an upholstery clean for the sofa, and will check the mattresses; bed comfort is subjective and hasn't previously been reported. As explained to you, the house has just been re-wired - it's an old property with stone walls, so some patches of new plasterwork are taking longer to fully dry out in the cold weather.
Dead flies on the windowsill of course creates a negative first impression for which I can only apologise, and of course I will investigate this. However, hopefully future guests will be encouraged by previous highly complementary feedback which includes many 5* reviews, including for cleanliness.
Many thanks, Anna (Owner) Property Owner
