Response on behalf of the owner; This review is disappointing as the overall scoring does not seem to reflect the actual amenities, comfort, location etc. that the guests also benefited from. To address the issue that claims comments are not taken notice of, I have detailed improvements since the dates noted.
During and since 2013 to date, a brief list of TLC has been carried out as below:
Bathroom reconfigured to make shower over bath larger and on end wall. All tiles replaced with ‘shower wall’ system. New shower and taps. New bath panels. New towels. Redecoration as required. Twin bedroom inside front wall removed. Damp company undertook remedial works, installed damp membranes and new internal wall with treated plasterboard and plaster. At the same time the whole room was completely redecorated from top to bottom.
Master bedroom, partial redecoration and new curtains.
Full redecoration of front (main living) room, including new carpet and underlay, new curtains, new seat cushions, full re-paint of walls and ceilings.
As well as all the above, replacement of garden furniture, regular furniture cover washing, re-dying due to sunlight bleaching, carpet shampooing, repairs and replacements to bins, chairs, kitchen items and sundry goods have also taken place.
Unfortunately the ceiling in the front room was damaged by water ingress from the flat above after the redecoration. It was thought this was actually due to the main roof which was repaired. This was done just before the flat was fully booked so there was no opportunity to carry out a new repair and redecoration in the couple of hours at changeover. I booked out the first available week which is now. I have just returned having stripped the damaged paintwork back to the plaster and repaired and redecorated all round the coving. There was not opportunity to replace all the ceiling paper and the owner of the flat above is currently fixing his bay window so we need to ensure that all damp has fully dispersed from this before re-doing the entire ceiling.
With regards to your other comments,
unfortunately when bathroom sealant only gets a good clean once a week whilst being used by a few people daily, any marks or mould are much harder to remove. To put it in perspective the area is about 2 mm in size and in the bottom corner of the shower wall where it attaches to the bath. It is not mould just slight grey discoloration.
I have just re-shampooed the carpets, having done them only a few weeks before. Again, one family managed to make the main carpet very dirty and by the weekend it was completely ingrained. No hope of the cleaner getting the marks out before the next guests but the property gets marked down for cleanliness
Again, it is not possible to replace window panes during changeover whilst cleaning. I’m sure there would be complaints about paint and putty smell if these things were possible in the time. Both cracks are very small and not dangerous.
You don’t specify what lets the outside areas down. The bushes out the front have been recently cut and I have asked my gardener to provide a quote to drastically reduce them, however I have not yet received this. The garden furniture has been re-oiled recently and done again last Saturday.
The living room furniture is solid wood so I’m not sure why it needs replacing. The chairs have been replaced and recovered a few times. The sofa has been re-upholstered and the covers washed. There is nothing wrong with it. I have just been through all the leaflets again (I did this a few weeks ago) and found a couple of duplicates and about three out of date. As guests do like to keep bringing their own into the flat I don’t really see why this is an issue. We do have recycling facilities that can be used for any not required.
The cleaner should have checked the light bulbs and I’m sorry there were some not working. There are bulbs left in the property (kitchen) for replacements but I don’t expect you to have to climb on furniture to change the main ones. If you had contacted me or the caretaker during your stay, he would have come and done it for you.
I’m not sure how children’s clothes could get under the single beds as they are divans and only have the depth of the wheels for anything to get under. I have moved them to seal and redecorate the wall again and they were clean underneath.
I have passed your comments onto the cleaner.