Prion 1.0 Spa (Pet)

The lodge was beautiful.

We did have some issues, on arrival the kettle was full of limescale, I did call and this was replaced but this should not have been left like this. I understand it is a hard water area, I live myself in a hard water area and descale my kettle! This had not been descaled for a long time. The oven was filthy, so we were unable to use this. Blinds were dusty, at least one knife needs replacing as it is missing a pin to secure it. The toilet extractor fan was full of dust, the toilet had missing cover to secure it. A light in the living area did not work. The worse thing was we went out on Tuesday and arrived back to a lodge full of of flies! They were wveyqhere in the bathroom and bedroom. A man did come over to spray which helped but then onwards we did not open any doors or doors windows, we still had the odd fly and dead ones randomly appearing on the floor! Despite the negativity it was a beautiful place and the hot tub is a lovely extra

Dear Sykes Holiday Cottages Customer Service Team, I am writing to formally complain about our recent stay from 23rd to 26th October 2026, under the name Zoe White, booking reference XB3YU-26-SA.

Unfortunately, we were left feeling disappointed and let down by several aspects of our stay, which fell below the standard we expected when booking our holiday. Upon arrival, we immediately noticed that the cutlery, plates and other kitchen items had not been cleaned properly. Before we could even settle in and enjoy our accommodation, we had to put these items through the dishwasher ourselves. This was not the standard of cleanliness we expected. We were also disappointed to find that basic provisions, including toilet roll and milk, had not been provided. We reasonably expected these essentials to be available upon arrival. This became even more frustrating when, as we were checking out, we saw a member of staff arriving to clean the lodge and restock it with toilet roll and milk. These provisions were clearly available, yet they had not been supplied for our stay, leaving us feeling as though our lodge had been overlooked. The hot tub was another significant disappointment. Upon arrival, it was not hot and ready for immediate use, meaning we could not enjoy this facility straight away as we had expected. Furthermore, the hot tub was not situated under any shelter, which significantly limited our ability to enjoy it in the weather conditions. Having specifically booked accommodation with a hot tub, we were disappointed that we were unable to make the most of this facility as anticipated. Our biggest disappointment was waking up on the morning of Monday 26th October to discover that the hot tub had already been emptied. Our check-out time was 10am, meaning we still had time remaining in our booking during which we should have been able to enjoy the facilities we had paid for. By emptying the hot tub before our departure, we were denied that opportunity entirely. We do not understand why this could not have been done after the 10am check-out time, once our stay had officially ended. In addition to this, we were extremely uncomfortable to discover that members of staff were accessing our lodge while we were still inside and asleep on the Monday morning. We do not feel it was appropriate for staff to access our accommodation while we were occupying it without our knowledge or consent. This raised concerns about our privacy and the respect shown for our personal space during our stay. We would appreciate a clear explanation as to why staff were accessing the lodge before our agreed check-out time and what procedures are in place to ensure guests’ privacy is respected. Taken together, these issues left us feeling that the accommodation had not been properly prepared for our arrival and that insufficient care had been taken to ensure we received the experience we had paid for. What should have been a relaxing break instead involved unnecessary inconvenience, disappointment and concerns about our privacy. We appreciate that issues can occasionally arise, but the combination of poor cleanliness, missing basic provisions, a hot tub that was not ready to use on arrival, limited usability due to the lack of shelter, the premature emptying of the hot tub and staff accessing the lodge while we were asleep was unacceptable and significantly affected our overall experience. We paid for a holiday that included the use of a hot tub and expected a clean, properly prepared and private accommodation. Unfortunately, we do not feel that the standard of our stay reflected the price paid or the facilities advertised. We would therefore appreciate a formal response addressing each of the concerns raised and would like Sykes Holiday Cottages to consider appropriate compensation for the inconvenience, disappointment and loss of use of the facilities we paid for. We would also like a specific explanation regarding the staff access to our lodge before the official check-out time. I look forward to hearing from you and hope this matter can be resolved fairly. Kind regards, Zoe White Booking reference: XB3YU-26-SA Dear Sykes Holiday Cottages Customer Service Team, I am writing to formally complain about our recent stay from 23rd to 26th October 2026, under the name Zoe White, booking reference XB3YU-26-SA. Unfortunately, we were left feeling disappointed and let down by several aspects of our stay, which fell below the standard we expected when booking our holiday. Upon arrival, we immediately noticed that the cutlery, plates and other kitchen items had not been cleaned properly. Before we could even settle in and enjoy our accommodation, we had to put these items through the dishwasher ourselves. This was not the standard of cleanliness we expected. We were also disappointed to find that basic provisions, including toilet roll and milk, had not been provided. We reasonably expected these essentials to be available upon arrival. This became even more frustrating when, as we were checking out, we saw a member of staff arriving to clean the lodge and restock it with toilet roll and milk. These provisions were clearly available, yet they had not been supplied for our stay, leaving us feeling as though our lodge had been overlooked. The hot tub was another significant disappointment. Upon arrival, it was not hot and ready for immediate use, meaning we could not enjoy this facility straight away as we had expected. Furthermore, the hot tub was not situated under any shelter, which significantly limited our ability to enjoy it in the weather conditions. Having specifically booked accommodation with a hot tub, we were disappointed that we were unable to make the most of this facility as anticipated. Our biggest disappointment was waking up on the morning of Monday 26th October to discover that the hot tub had already been emptied. Our check-out time was 10am, meaning we still had time remaining in our booking during which we should have been able to enjoy the facilities we had paid for. By emptying the hot tub before our departure, we were denied that opportunity entirely. We do not understand why this could not have been done after the 10am check-out time, once our stay had officially ended. In addition to this, we were extremely uncomfortable to discover that members of staff were accessing our lodge while we were still inside and asleep on the Monday morning. We do not feel it was appropriate for staff to access our accommodation while we were occupying it without our knowledge or consent. This raised concerns about our privacy and the respect shown for our personal space during our stay. We would appreciate a clear explanation as to why staff were accessing the lodge before our agreed check-out time and what procedures are in place to ensure guests’ privacy is respected. Taken together, these issues left us feeling that the accommodation had not been properly prepared for our arrival and that insufficient care had been taken to ensure we received the experience we had paid for. What should have been a relaxing break instead involved unnecessary inconvenience, disappointment and concerns about our privacy. We appreciate that issues can occasionally arise, but the combination of poor cleanliness, missing basic provisions, a hot tub that was not ready to use on arrival, limited usability due to the lack of shelter, the premature emptying of the hot tub and staff accessing the lodge while we were asleep was unacceptable and significantly affected our overall experience. We paid for a holiday that included the use of a hot tub and expected a clean, properly prepared and private accommodation. Unfortunately, we do not feel that the standard of our stay reflected the price paid or the facilities advertised. We would therefore appreciate a formal response addressing each of the concerns raised and would like Sykes Holiday Cottages to consider appropriate compensation for the inconvenience, disappointment and loss of use of the facilities we paid for. We would also like a specific explanation regarding the staff access to our lodge before the official check-out time. I look forward to hearing from you and hope this matter can be resolved fairly. Kind regards, Zoe Whitee

There were a few problems with cleanliness of the kettle (limescale) and baking sheets (greasy film).

The bathroom, bedroom, lounge/kitchen and hot tub were clean and comfortable. Plenty of hangers in the wardrobe for our short stay, any longer than 3 nights you might need to take some of your own.