“There has been no outcome of our complaint - we are expecting a call back from Sykes and have been for days.”
We would like a refund for the 3 nights we didn’t stay & the upset that was caused. My mum was actually poorly due to the state of the ‘cottage’. I’ve never had a worse holiday - my mum doesn’t have a lot of money to spend and this holiday was her treat for us both. I am devastated for her. I will be following this up with Sykes again as the hygiene of the property was appalling! I have many pictures to show this - hair in the bedding and bath, hair on the sink, mould in the pans, grease down the oven door, dog hair all over the rug and sofa (before our dog had even come in the property & he doesn’t shed), pizza under the sofa.. and more.
I would like some resolution as we only managed to stay for 4 nights of our 7 until we had to go as my mum was so upset. We even went out and got our own cleaning things - this shouldn’t be happening!
We acknowledge your comments.
We explained to you when you rang us at 2.30pm on Saturday re key collection, that we'd a lot of extra cleaning to do following the mess left by our previous guests. Phil had to do an extra 200 mile round trip from home to help bring the cottage upto a suitable condition. The state of the cottage was reported to Sykes. Our normal clean is approx 3 1/2 hours, but on this occasion, it took over 7 hours.
Phil asked you to ring us if there were any problems /issues, but the first time we knew you were unhappy was when we received our Forward Arrival Schedule on the Wednesday. You'd responded to Sykes Arrival e-mail with issues & said you wouldn't be staying the whole week. We could have addressed these issues easily if we'd been notified.
We rang Sykes for advice & they contacted you. Sykes have told us that the call was 'amicable' & you'd left the cottage that morning.The following Monday we saw your review. After 12 years of owning the cottage, we have never had such a negative review & we again contacted Sykes for their advice.
Sykes rang you again, looked at your photographs & listened to the original call with you. There was no mention of a return call required or a claim for compensation as your review states.
Sykes do not believe the issues you've raised were worth a 'walk-out' & we could have easily resolved the problems had you contacted us soon after arriving.
We are obviously very upset & disappointed that you didn't enjoy your stay. We take a real pride in trying to give our guests an enjoyable stay as many of our on-line reviews & comments in our Visitors Book state. On this occasion, we did our best to leave our cottage in a clean, satisfactory condition given the time available.
Property Owner