“We are just back from staying at Squirrels Snug, White cross bay, and would like to raise a complaint.”
First of all, on arrival we made a complaint as the property had a vile stale drains smell. Complaint was acknowledged and somebody was supposed to attend.
This did not happen. On Saturday we had a Customer service call to say is everything resolved. We advised no, and were told somebody would be with us within 30 minutes. NOBODY yet again attended the property. Smell remained and was disgusting, we feel from the ensuite bathroom. Surely your cleaners should have reported this ?
This continued all weekend, and nobody attended the property. This is not satisfactory.
The accommodation has many cobwebs, the lamp in the twin room was filthy, and down the sides of the curtains also, this is not acceptable standard for a property that costs so much for 3 nights.
Sunday morning we woke to no heating or hot water so could not wash, and minus 2 temperatures,
After calling several numbers we eventually had a call back and an engineer was sent.
He was a very nice man and did fix the problem. However late afternoon we had the same issue, although this time we did have hot water. Security came to support and then the engineer came back to make sure were okay.
Also please note, there are bulbs out in the lounge, there is a shower head in the main bathroom that does not fit to anything as it is broken too.
Having stayed at various lodges here over the years we were very disappointed with the lack of support, and although when we spoke to someone, they seemed helpful, it was very often not delivered on. We have always been more than satisfied with the cleanliness and never had issues.
The vile smell in the lodge was still not fixed when we left this morning, and nobody attended. We spent a small fortune on candles etc to try and mask the smell.
Can you please review the issues and advise feedback at your earliest convenience.
For a payment of £621 for 3 nights we would expect that this to be spotless and well maintained. We would expect a stress free holiday which this certainly wasn’t, and did not expect to spend so much time chasing numbers etc to try and get issues resolved. When on a Sunday morning you are all huddled around the electric fire in the lounge, freezing cold, of course it most definitely ruins your holiday, without the other issues.
One additional point, you Market this property as having views across to the marina, this is NOT correct.
Look forward to hearing from you.
Thank you for your feedback, we are sorry to hear of the experience you had. Feedback such as this is most unusual for Squirrels Snug. The comments regarding the cleaning has been brought to the attention of the cleaner and will be looked into. Our Maintenance Manager did attend on Saturday following the report of the smell and found that it was not to do with the lodge directly, the smell was coming from somewhere else and this has been reported to the park for them to look into as it is to do with their infrastructure. We are sorry your stay was affected by the smell and the park are working on locating what caused this. Other maintenance issues reported were resolved during the same visit. Squirrels Snug is located close to the marina with glimpses of the lake depending on the time of year you visit.
The Lakes Owner Relations Team.
Property Owner
