“On arrival the property had not been cleaned, the cottage smelt musky and there was dirty linen left in piles in the bedrooms, beds were left unmade.”
The owners rectified this by cleaning the property and offered us a very small compensation as we had had to wait until 18:00 hrs to enter the property . We had been travelling all day and then had to spend 2 hrs sat in our car waiting for the property to be ready.
We did not want to return to the cottage but we were refused a refund, it was very costly for 2 nights as it was the weekend of the marathon so we had no choice but to return.
When we re -entered the cottage it was cold as it had ...
The owners rectified this by cleaning the property and offered us a very small compensation as we had had to wait until 18:00 hrs to enter the property . We had been travelling all day and then had to spend 2 hrs sat in our car waiting for the property to be ready.
We did not want to return to the cottage but we were refused a refund, it was very costly for 2 nights as it was the weekend of the marathon so we had no choice but to return.
When we re -entered the cottage it was cold as it had been aired by opening the windows, no matches were left for the fire and the wall heater in the living room was now hanging off the wall. The heater was not rectified during our stay despite us mentioning to owners.
Once cleaned the property was acceptable to stay in.
This issue (first time ever the cottage has not been cleaned, human error with calendar entry) was resolved within two hours of it being reported and the cottage was made immaculately clean, warm and welcoming. The electric heaters were on upon arrival and it wasn't a particularly cold day. We always open the windows as standard practice during cleaning. The electric heater in the lounge was fixed to the wall when I left the cottage as I switched it on at the wall and regulated the temperature.
We checked this problem and realised that it was literally just a screw and wall plug that had come loose, which has been rectified.
We apologise for the lack of matches to light the fire (fire regulations) however the property has two long handled gas lighters in the kitchen drawer for this purpose.
We offered to pay for an evening meal for all four guests whilst they waited for the cottage to be ready however this was refused.
We felt that the request of 50% of the booking fee as compensation was excessive and hoped that the compensation offered was adequate.
Holiday letting is becoming increasingly more difficult in North Wales and as small business owners, we cannot be expected to give discounts at that level, especially when changeover costs for cleaning and laundry, plus electricity etc are factored in.
We apologised profusely at the time for any inconvenience caused and felt that we responded in a timely and professional manner.
Property Owner