“The property was musty and the smell of dog was overpowering.”
A humidifier had been left on so the bed was damp. It was dusty everywhere. Hairs in the bed and sink. Toilet roll tubes left in the bathroom. The toilet itself was dirty. The freezer was completely frozen over. Requested the travel cot and high chair and neither were left. Didn’t stay for more than one night. We stayed at another property instead. Very disappointing.
Thank you so much for taking the time to leave a review and we are sorry to hear that your stay was not what you had hoped for. We have spoken to both the cleaner and Heart of the Lakes (who manage the day to day running of the property for us) about the points you raised.
Whilst this is a property that takes pets 'one small dog is allowed' it is unusual for there to be a strong smell, as the cleaners air this every time they go in. In addition to this we also supply the Shark pet hoover to remove as much pet hair as possible, that said we have asked that the property has a longer airing time, where possible. The property does benefit from a very large 6ft by 4ft sash window as well as a side window to allow a full flow of air.
Regarding the damp bed; this again is surprising as fresh bedding was put on that afternoon before your arrival. The ‘humidifier’ you mention is actually a dehumidifier so actively removes any excess moisture from the room, as well as some odours.
Regarding the freezer we believe that this may be because previous occupants may have not fully closed the door and as such the small freezer box in the top of the fridge may have frozen. We are installing a new kitchen in October 2022 so hopefully this will remove this issue.
In relation to the general cleanliness of the toilet and dust the cleaners do not recall leaving it in this state but we can only apologise if this was the case.
Unfortunately, having spoken to Heart of the Lakes it does seem they had not placed the highchair and cot at the property at the point of your arrival, for which we are sorry. Heart of the Lakes did assure us that whilst this was an oversight, if you had called them that day they would have been able to rectify that immediately, as their office is only a few miles away.
It seems that unfortunately you did not let Heart of the Lakes know about any of the above issues you mentioned until after you had left, and not during your stay, and unfortunately did not call them to say you were leaving prematurely. Otherwise, I have great confidence all of these issues could have been rectified, as we have found Heart of the Lakes to be very responsive to issues raised by guests.
As you can see the vast majority of feedback we receive is extremely positive so we always ensure that we act upon any negative experiences. We do hope this response is helpful and assures you that your experience was an extraordinary experience, for which we are extremely sorry, and that we have taken any action required to remedy any such issues.
Property Owner