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4/10 Poor
Claire R.
21 Aug 2021
UNCLEAN
On arrival we had a look round the property and the attached barn and to our horror found a BBQ that was not at all in a usable state (unclean and not stable). So contacted the management company, who asked the owner to replace said BBQ, which he did. In my opinion this should have been checked before we arrived. Unfortunately on further inspection in my opinion the cottage had not been cleaned to a standard that I would have expected during these COVID times - cobwebs, unclean windows and extensive amount of dust under the main bed and the downstairs bathroom had dust and hair on the bathroom pedestal . We did take photos which we later sent to the management company, but were advised that as we had sent the complaint after we had vacated the property then there was no claim for compensation, and were advised that we should have informed the management company whilst we were there, but as pointed out to them why should we be disturbed during our holiday for the cottage to be cleaned, when this should have happened already. We also pointed out that their COVID instructions advised that the pillow and mattress protectors were sanitised between booking, but some of the pillows did not have said pillow protectors so how could these be sanitised? Management company said we should have reported this when we discovered there was a lack of pillow protectors, but we pointed out this should have been picked up by housekeeping. My main problem, which may seem trivial, was that both wooden toilet seats in the property were infused with urine and smelt absolutely abhorrent, I set about cleaning these with bleach and daily sprayed febreeze on them to take away the smell. I did point this out to the management company when I sent my complaint in and was again told that I should have contacted them about this, but as pointed out this also should have been dealt with by housekeeping before we arrived. We were very disappointed also that after contacting the holiday company themselves the answers that we received to our concerns were very blasé to the point of rudeness and unacceptability. With regards their information of the holiday we found it to be vague and lacking in information.