Response on behalf of the Owner; Thank you for taking the time to write a review following your stay, we are so pleased you think that we were friendly and it’s positive to hear you feel the Lodge ideal for families. We welcome and positively act on constructive feedback. In fact so much so, that as we are coming to the period in the year where we are able to make the most additions and improvements, we recently ran an online survey to ensure that any changes we made would create a more positive holiday experience for our guests. It was therefore very disappointing to read the majority of your review, particularly so as I do not find it constructive for either us to understand or that of our potential guests, who use these reviews to make a balanced decision on their next stay. For example, you have made sweeping statements relating to the Lodge needing some money spent on it, and that the weather being awful did not show the Complex at its best, but have given no substantiation around what caused your discomfort, or how this could be improved. Unfortunately, as much as we would love to be able to, we are unable to change the weather conditions.
With regards to your comment relating to providing you with plastic pet bowls for your Pets’ Welcome Pack (which is where I understand you feel the pet pack needs updating), the pack we provide for your pets consists of a food bowl, food mat, blanket (if your pet is a sofa dog) a towel, doggy bags and a treat. It is a complimentary welcome pack to ensure you know your pet is truly welcome. The charge that is applied for your pet is for additional cleaning costs only. Therefore, if you felt uncomfortable using the bowls, I would have happily removed these for you. I will just advise that we do offer a selection of dog bowls, including ceramic and stainless steel, so had you have mentioned, would have changed these over. Plastic dog bowls are very commonly sold and do not harbour germs if they are cleaned and disinfected in between use, which I can assure you ours are. In addition, one could argue there would be more chance of a stainless steel bowl harbouring germs due to the additional limescale build up if not washed or descaled properly.
I am afraid I am unable to respond to what you have interpreted a ‘shower over the bath’ to mean, as it is a proper shower over the bath with full pressure that sits in a full length shower riser rail, which is all I have known a shower over a bath to mean.
The description for the Wooden Lodge clearly states that it has steps to the entrance, and has a handrail. This is clearly set out in both the Agency description and our very comprehensive Accessibility Statement on our website, which also details the height of these steps. I would have also happily made provisions for your comfort ready for your arrival, such as a portable ramp or additional grab rails had you have contacted me in advance, or alternatively had you have mentioned this to me at any point during your stay, I would have acted on providing these immediately.
Whilst we cannot control the weather, had you have mentioned any of the other above concerns you had at any point during your stay with us, we would have happily dealt with these as appropriate. Our guest’s comfort and enjoyment during their stay is of paramount importance to us at Lancombe. We do hope you find somewhere more suitable for your next holiday.