“This is a potentially lovely house in a delightful town but our stay was spoiled because firstly: when we arrived at 4pm the house had not been cleaned.”
The beds were covered with the previous visitors' towels and bedding. The toilets were dirty and there was urine dribble on the floor of one toilet. Secondly, one of our predecessors had left a note listing 9 issues, all were still unaddressed. I also had to refix the downstairs toilet seat, not something one ever wants to do, let alone today whilst Covid is still spreading.
The manager explained she had tried to phone me but my phone was off and that the cleaner 's car had broken down, which is unfortunate but she was nothing like as apologetic as I would have expected.
We went out for two hours when the cleaner arrived but the surfaces could not have been satisfactorily wiped in so short of time and the place did not smell antiseptic on our return.
Previous visitors had drawn attention to the broken bath selector in the bath/shower, it was still broken during our stay. This was something that particularly mattered to us. As it was the water from the shower drained painfully slowly, leaving a dismal tideline.
In fairness the manager did offer to come to see us but one of our party has a medical condition which meant that they could not have accepted a visitor into the house during Covid.
I left a note of all of our concerns for the manager. A week has passed and she has not replied to them.
Accidents and breakdowns happen but I would have expected a better service from a reputable company.
The Property Manager had messaged and telephoned Mr Dean in advance that the cleaning would not be complete before 4:00pm check in because the cleaner’s car had broken down. At the time, Mr Dean denied having received any communication, so the Property Manager had to send him screenshots of her messages and outgoing calls. Mr Dean abruptly approached the Property Manager, who is very experienced and very polite. The statements he makes about his own arrival time and timing of the cleaner’s visit do not match those of the Property Manager; and his description of the state of the property are completely at odds with any other feedback we have ever received.
Property Owner
