“TERRIBLE experience.”
Accommodation DIRTY.
Sofa covers, cushions, seat pads, lampshades VERY grubby and stained.
Dining tray found on top of 'fridge full of dirt and dead flies.
Floor in kitchen / living / lower bedroom / hallway areas filthy.
Skirting boards throughout the property filthy, paintwork VERY chipped and in need of repair / painting.
Deep cleaning team sent into property twice during our stay so we had to vacate the property twice but cleanliness issues remained. First team had very little impact and property remained dirty, hence visit by Cleaning Supervisor and second Deep Clean team.
No cleaning materials eg disinfectant, bleach, bathroom / kitchen cleaning fluids in the accommodation, not even washing up liquid!
No welcome pack.
Informed on arrival 'The Aga isn't working, but this won't affect hot water supply'. It did !!! No hot water on second day. Had to wait in the property to give them access. After a while the plumber told us we needed to use the immersion heater (switch labelled 'Do not Use' ).
Property in need of refurbishment, and therefore NOT as described on the website.
Garden maintenance required too. Weeds +++ and debris and garden furniture dirty. Weeding and garden furniture cleaned by second cleaning team. Unfortunately they didn't clean the inside of the property as promised.
Dirt and dead flies in the lower bedroom under bed and on skirting board behind bed.
Above issues had been raised by previous guests.
We have photos / videos but no opportunity to upload with this review.
The member of staff (Cleaning Supervisor) who came to see us at the property on Monday 11th September agreed with ALL our concerns and agreed a second deep clean was required.
No other property in Embleton available for us to relocate too.
We did not stay for the full week.
We have complained, with photographic / video evidence to support our complaint. We await a response. We feel traumatised by our stay at this accommodation.
Firstly, as owners we take the comfort of our guests very seriously and work to continually upgrade and improve these very much-loved properties. As we are sure you are aware, this is one of the most popular cottages and as such there are limited times to access for redecoration. It is a fully managed property so we were not aware of your unhappiness until later. Rest assured, we are in discussion with management and would also welcome the opportunity to talk to yourselves directly.
We have been informed that cleaners were sent in as soon as they were notified. We understand that you notified them the day after your arrival. Ofcourse, this should not have been necessary and for that we are profoundly apologetic. As for a welcome pack, we pay for and understand that there are logs for the log burner, lovely biscuits, a small amount of washing up liquid etc. There were also coffee pods. If this was not there then we certainly apologise.
We understand that housekeeping sent a hamper and asked what they could do to make you more comfortable, which we appreciate.
The aga had been switched off due to the heatwave. The engineer was there on your arrival day to relight and turn it to low but you declined, saying that you didn't want it. This did cause an issue as the engineer had to rebook and his time is precious but he obliged. We are sorry if it wasn't then explained that the immersion then needs to be switched on.
We understand that you left on the Thursday instead of early Friday morning. We are ofcourse upset to have unhappy guests. Most guests love the properties and there are many, many positive reviews and returning clients.
We look forward to the opportunity to discuss this with you personally
Property Owner
