“First appearences show this to be a beautiful lodge and the welcome food pack was a nice touch.”
On closer inspection things aren't so good. The lodge was very poorly lit and the amount of cobwebs around was that bad my daughter slept on the sofa all week. There was a chocolate bar wrapper near the bed and popcorn underneath the sofa. There also wasn't enough information about the surrounding seaside towns and the local white horse Inn didn't serve food till Wednesday!! .None of that would have been a problem if we could have looked on the internet but that was non existent so everyday we wanted to plan anything we had to drive to the hotel and sit in the carpark to get internet. Like I said the the lodge itself is beautiful I'm just wondering if the owners know about the poor cleaning that goes on!
Ms Smith - we always appreciate guests taking time to leave comments and reviews about our lodge. We feel though that it is important to respond to the comments you have made.
Within the lodge our mobile telephone numbers are clearly displayed along with the offer that if there is anything we can help with, or if there are any issues during your stay, or if anything is not to standard or not working properly then to contact us as and we would respond immediately to anything that required actioning. We live less than 5 minutes away and had you brought any of the issues you have mentioned to our attention we could have done something about it. You did not get in touch with us at all during your holiday. Sadly, making comments after you have left does not give us the opportunity to rectify any troublesome situations that sometimes do occur and are out of our control.
The lodge is in the middle of Kenwick Woods and is surrounded by tall trees, which at this time of year does place it in the shade which I assume is what you mean by poorly lit? This is something we can't do anything about. Many of our guests find this one of the lodges main charms. All lights in the lodge were working and we have never received comment about this being an issue before.
As owners we clean and look after the lodge ourselves so we know exactly how the lodge is left for incoming guests and we do have exacting standards which are regularly commented on by other guests. Very occasionally, and accidentally, something i.e. a wrapper might get missed but to list all the things you have are unfair. For example, if the cobwebs were that bad that your daughter was having to sleep on the settee, why did you not contact us? We could have done something about it at that point. We saw nothing on your departure that would warrant anywhere near your description or require you to find an alternative sleeping area.
You comment on insufficient information being left - there is a basket FULL of leaflets and information left in the lodge about the surrounding towns/villages and attractions. There is also a file of information that is left for guests and again you had our telephone numbers but didn't call.
Wi-Fi is something we don't list as a 'feature' so when filtering your needs and requirements prior to booking you will not pick up our lodge up if this was an essential part of you enjoying your holiday. It is mentioned in the main body of the description as 'an extra' as we do share some W-Fi capacity with another neighbouring lodge and there is some coverage. However in the countryside we will never experience super-fast broadband so when in the middle of the woods download speeds can be frustrating and very limited but this is simply due to the location, which is something we can do little about.
We thank you for your custom and despite your review hope you may return in the future.
Jenny and Richard Precious.
Property Owner
