Response on behalf of the owner; In response to your very negative review and personal comments regarding myself, I feel it is only correct to respond as Owner of Sunbrae Holiday Lodges. Unfortunately the requests that you made after making your booking with us, were in the main, unachievable. You requested to bring your own BBQ which is not permitted due to Fire regulations and Insurance. You also requested an umbrella to put over the BBQ in case it rained, again this was not possible for the same reasons. The request for a roof over the hot tub in case it rained was not achievable. However your request to arrive early was accommodated.
You were not happy with the catering equipment that we provide in our cabins. These pans have been adequate for previous guests in the past, and we meet the requirements from Cottages.com as to what must be provided based on the size and number of people the property sleeps. Therefore I must admit this did send warnings bells that you were planning to entertain, so I stated that if this was the case this would invalidate your booking and guests who do this are asked to leave, as per our policies and your booking conditions, we have every right to do so.
Your comment regarding the cooking equipment provided being old and dirty also needs to be addressed. I had that week, had my Quality Assessment on all the Cabins and all had scored 5 for cleanliness, and 5 for catering equipment which is the highest score achievable. I therefore fail to understand this comment.
If you had discussed your need for specific equipment, along with your other requests prior to arrival, this maybe could have been dealt with then. Perhaps you could have brought your own, as it was clearly such an integral part of your stay. The pan I offered to you was a Jam Making Pot, but this unfortunately wasn’t satisfactory for your needs either. It was not a Cow Milking Bucket.
The next request we received by text on the Saturday was for the “responsible person” to come down and carry out a Maid service and change linen and towels as you expected this to be done on a daily basis during your stay, along with demands to provide you with shower gel and adequate dishwasher
tablets. I explained to you that the Lodges are Self Catering and therefore guests look after themselves. We do not, and never have, provided a daily linen and towel change and we also do not extend to the type of concierge services more commonly found in hotels. It was at this point I suggested that as you clearly weren’t happy, you should contact Cottages.com regarding your issues. I also contacted them myself to inform them of the situation and they did ring you and leave a voicemail message to discuss your issues.
Regarding the note left for the hot tub. The tub was checked by Mr Knight on the Sunday following the maintenance of the hot tub and the note left is an Instruction purely for the guests own safety.
It’s a great pity that the situation arose due to our inability to accommodate your requests, as we take pride in welcoming all our guests and try and make their stay enjoyable and relaxing to the best of our ability. We endeavour to accommodate all reasonable requests whenever possible. Other reviews are proof that we successfully achieve this, time after time, but unfortunately, we were unable to satisfy you and your expectations were clearly way above what we are able to provide. We are of course naturally very upset to have received this review, and would point out that it is in stark contrast to our other reviews both prior and since this booking which we feel give a much more balanced view of our property.