“This self-catering property is in a lovely location with a good partial view, the place is also spacious and has the potential to be a great place to stay.”
However, there were several issues that affected our experience.
The freezer drawer was dirty and sticky on arrival, to the point that we could not use one of the drawers during our stay, which impacted the storing of our food. The owner was already aware of this but we had not informed before we arrived. The owner also mentioned that the cleaner had been “so concerned because of all the requests” we had made. We found this comment surprising, as our requests seem limited to reasonable requests such as removing complimentary alcohol, asking if a decorative statue could be moved to prevent accidental damage, and asking if complimentary crisps could be swapped for a different flavour.
There were also a few maintenance issues, including dishwasher not working, the kitchen window by the sink not opening and the bathroom extractor fan not working. Specifically, the dishwasher contained small pieces of broken glass in the filter. When I reported both the broken dishwasher and the glass, my concern about finding broken glass inside the dishwasher was not acknowledged.
Before our stay, I contacted the owner multiple times to ask what items would be provided so that we could pack accordingly. Unfortunately, some of the information given was inaccurate. We were told a dish sponge would be provided, but there wasn’t one.
The complimentary butter and jam were both out of date (the butter had expired in March and the jam in June). When I raised this, I was told the jam would be “absolutely fine” and that these items are replaced monthly, despite our stay being from 18 July. The owner did offer to reimburse us for the sponge, butter and jam, which I appreciated. However, I was not comfortable being told the jam was ‘absolutely fine’, as I did not want to consume food that was past its expiry date.
Communication before our stay was generally prompt, and the owner did try to accommodate to our needs, which we appreciate, such as their suggestion to offering to replace the alcohol with juice. The owner was willing to offer a refund if we wished to leave. However, I felt some of these issues could have been avoided with better preparation and quality checks before guests arrived.
Overall, while the property has many positives, I hope these issues are addressed to improve future guests’ experience as it was not as enjoyable as we had hoped.
We did accommodate every need for you and your family. It is a self catering property. We left you two dishcloths two tea towels hand wash( which you accuse me of not leaving until I pointed it out on a picture) we replaced
the alcohol with juices got the flavoured crisps you requested, we removed all alcohol out the property and the Roman head as requested. Our staff went above and beyond to do this for you. I apologise regarding the butter and the jams they should have been checked by housekeeping but they are a complimentary item . We do expect people to bring their own products when arriving at the Lodge. These are just given so people have something when they arrive like the loaf of bread for some toast if you arrive late. And the drinks are given as a gift. The Cleaner did leave a sponge somewhere for you but there were dishcloths left. I understand that Sykes are going to be refunding you the £4.81 requested for the sponge and the butter that you have to buy. But like I say, we do not provide these as a rule they are complementary.
The previous guest had spilt some ice cream in the freezer. It was not able to be cleaned up properly because it has stained. I spent a lot of time on messages to you showing you where things were and helping and advising you. Which I don't usually do as the owner Sykes are supposed to deal with this. I did give you the opportunity to leave the Lodge and have a full refund if it was not up to your standard because of not having a sponge and a small butter being out of date. I can assure you that everything is replenished on a monthly basis and this is a one off. I did not say it would be absolutely fine to use the butter. I asked you to go and buy your own and I would refund you. For everything we bent backwards for your stay, I do find your review quite unfair. Lave view comes how it is , it's self catering as I've mentioned we never usually have to move things for Guests.We do not provide washing powder! Thank you.
Property Owner
