“We had a fair few issues with the property.”
1. Some of the lights kept flickering from blue to white. Very annoying. When we turned of they would come back on.
2. The listing said 2 singles or a king-size bed. The beds we asked to be singles. They were very small singles. We were a group of 7 women and we all were uncomfortable and kept thinking we was going to fall out of bed.
3. The hob was extremely difficult to use. Needs to have instructions.
4. The hot tub was set to 38 and could not be turned up. Could do to have been hotter. When asked we was told someone would be coming the following day. No-one tuned up.
5. Could do with more sofa sharing as not enough for 8 people to sit on the sofas.
6. We had many issues with the heating. When we arrived it was cold. We turned it up and it took 6 hours to get to 21 degrees in the main area. This kept dipping alot and took so long to increase again. Also all the bedroom heating was not great. One bedroom never got above 18 degrees and was very cold. Also around 11pm when we tried to turn it up in the bedrooms we was unable to. I believe these were manually done by the owners or set to not be able to turn up.
7. The decking area was extremely slippery. We had a very cold windy icy weekend. There could be some anti slip out on decking or at very least spme salt for us to have thrown down. Also could do with something at the sides of decking area as a wind break as it was awful and could get a break from the wind.
We was very disappointed due to these issues we found. We was going to speak to the person that was suppose to come Sunday about some of these issues. But as already stated that person did not turn up.
I do believe we should have a percentage refunded from out booking price.
Thank you for your feedback. We take guest experience seriously, but several points in this review require clarification for accuracy.
Lighting
All lighting was tested prior to arrival. No fault was reported during the stay and no issue was found when the property was checked afterwards.
Beds
The listing states the room can be configured as a king or two single beds. When arranged as singles, these are UK-standard single beds, not “small singles.”
The beds were originally prepared as requested, then changed at the last minute after being made. As a goodwill gesture, we arranged for the housekeepers to return and alter the setup at our cost.
Hob
The hob is a modern induction unit. A file containing manuals for all appliances, including the hob, is provided in the breakfast cupboard and referenced in the welcome information.
Hot Tub
The hot tub was operating correctly. For safety reasons, the temperature is capped at 38°C. Average body temperature is around 37°C, and above this the body naturally begins to sweat. Prolonged exposure above 38°C increases the risk of dehydration and overheating, particularly where alcohol is consumed, and is unsafe for children.
The controls are intentionally simple: two buttons operate the jets (Pump 1 and Pump 2), with a third for the lights.
Seating
The lodge provides seating for the advertised maximum occupancy. Layouts and photographs are clearly shown in the listing.
Heating
Instructions are in the house manual. The lodge uses a modern air-source heat-pump system, which maintains steady temperatures and operates differently from a gas boiler. The system was functioning correctly throughout the stay.
Decking and Weather
The decking is compliant with outdoor safety standards. The severe cold, wind and icy conditions during your stay were outside our control, and guests are expected to take reasonable care.
Access and Communication
A visit was made on Sunday following the message received. All curtains were drawn and it was clear guests were asleep, so no disturbance was made.
If guests were genuinely experiencing the number of issues described, we would reasonably have expected a direct phone call. All contact numbers are in the house manual and we are always available to assist.
We are disappointed that concerns were not raised clearly during the stay so they could be addressed in real time. The lodge was provided exactly as advertised and fully operational.
We consider this matter closed and remain focused on providing a safe, high-quality stay for our guests.
Property Owner