Response on behalf of the Owner; I have taken the opportunity to fully investigate this matter.
We are very disappointed that the guest did not enjoy their stay at our holiday cottage and we send our sincere apologies, as we strive to provide a quality and positive experience for all our guests.
As described in all our literature, Sandyford House is situated almost adjacent to the All Saints Church, in the Market town of Rothbury. The ancient church clock was installed in 1750, more than 250 years ago, in the 13th Century Church and the church clock chimes throughout the day and night. Whilst locally we are proud of the heritage of our church and its clock, we can understand that holidaymakers may not adapt to and enjoy the chimes during their brief stay; however this certainly is not one we can control.
Sandyford House is a Grade 2 Listed Cottage, and the oldest house remaining in Rothbury, built in 1720. When the cottage was built in 1720, almost 300 years ago, it was built with small windows to keep in the heat and as a consequence the houses were dark. We will consider black out blinds.
Whilst we respect that rest and relaxation is an essential ingredient in any holiday and as a consequence lack of sleep, may cause irritability, we cannot be deemed responsible for the church clock and its chimes, but do extend our sympathies to the guest.
We have recently appointed a new housekeeper and a checklist to ensure all equipment is in situ and all appliances are fully operational and I have been assured this had in fact been implemented and both the sauna and Jacuzzi bath were tested and working. I personally checked the Sauna and Jacuzzi bath, this past weekend and hey presto- like magic they both worked at the flick of a switch.
The large kitchen island has a granite worktop which has on many occasions, been the social hub, a rest place for wine, beer and champagne glasses, the cottage sleeps six and many a party of 10 or more has been held in there and in the adjoining kitchen.
The first floor lounge comfortably sits six guests with quality furniture and furnishings.
The guest refers to comfortable beds and soggy mattresses, one which we will sleep test, as soon as is practicable.
At no time did this guest attempt to contact us, to enable us to attempt to resolve his issues, although telephone numbers and contact details are displayed and we own two other businesses within a 200 metre distance from the cottage, both details of which are identified and displayed.
We send our sincere apologies to the guest and will make adjustments where we are able.