Response on behalf of the owner; Thank you for your feedback. It is, however, extremely disappointing that all of our collective efforts (ourselves, the Area Manager, numerous Customer Service Operators, our handyman and the utilities engineers), was not enough to satisfy you. Neither was our generous offer of compensation that was accepted.
During the initial conversation with these guests (early on their first morning), following a litany of complaints they took great offence to a genuine enquiry as to whether they were planning to leave the house.
As they clearly were keen to stay, we made every effort to satisfy them and make them happy.
This included: numerous telephone calls, emails and texts, all dealt with immediately. We arranged multiple visits from our handyman to “fix” a window which wasn’t broken but which they claimed was “dangerous”. They completely, however, missed the fact that we put a child safety device on it for them. This they only realised when showing it to the Area Manager, who also came out to visit them on their last day.
We advertise that the house has all the amenities needed, and is set in what is a genuinely spectacular setting. In addition, all the photographs are recent, and represent the house as it is; therefore we are unsure as to what exactly these guests were expecting. The star rating is set by the letting agents, and they write the description with our input.
The guests immediately prior to and following these guests, had no complaints and wrote very lovely reviews in the visitors book. One family went home and immediately booked to come again next year.
It is such a shame that these guests could not enjoy the house more, in what was a completely glorious week of sunshine, as opposed to spending so much time: on the phone, taking nearly 50 photos, writing letters of complaint and sending emails.
Despite the guests’ claims, we confirm we do not have a damp issue at the house. We agree there is redecoration and updating which needs to be completed (which is factored into the current pricing level). This programme of improvements is planned to begin in the New Year, which we do hope our future guests will enjoy.