“I stayed in the accommodation with my family.”
This included my partner, parents, sister and nieces. Over all the accommodation was lovely. The location was great for doing things in the area (Chester zoo, the Gruffalo trail and Chester itself) We love having a hot tub in accommodation like this so this was a big draw for us. Having the hot tub overlooking the lake was lovely too. The accommodation feels new and is well designed, even though there was a lot of us we didn't feel like we were on top of each other.
The accommodation felt mostly clean, however there were a few things which were missed which let it down. This was mainly loads, I mean hundreds of spiders and webs. I know the location is rural / remote and this will mean there are insects. However it was clear that the outside of the property was not cleaned often as part of the between guests cleaning. It looked like the spider webs had not been cleaned that season and certainly within the last month. There were also a few webs inside when we arrive so this looked like poor attention to detail from the cleaning crew, beyond their normal areas. Which I do have to say were immaculate, so it’s not a criticism of their work as such. More that perhaps this item should be added to their check list. As I’m aware how these things work, and they are on tight schedule.
There were a lot of wasps around and as we had small children we felt on guard because of this, the property is warm due to the glass doors, so we needed windows open. Again I fully understand this is to be expected and you can’t control the insects in the area! A wasp trap on the deck would be a great touch to help deal with this issue though.
As we were close to maximum occupancy we found the amount of plates, cups and cutlery provided to be not enough. I think there are perhaps 8 of each, but for even light cooking and multiple meals a day this wasn’t enough. Similarly, we could have done with more equipment to cook with such as a few more bowls and pans. We were not doing lots of from scratch cooking but found it not quitter enough.
My final issue I would raise is the very poor customer service via WhatsApp. You obviously get busy in the summer and direct people to use this to get in touch with your team. However, the reply took several days. When I did get a reply, I was given approx. 40 mins to reply before being told my query would be closed. This is an absolute cheek! It also doesn’t foster good will with customer, so you’re doing yourself no favours. I understand it’s a busy time, but perhaps employ more people for your very busy periods?
