“Started as an exciting break in Whitby but soon after arrival at the property there was a bit of a problem, no hot water for a shower after a day travelling in the heat.”
Contacted Sykes customer support and then they passed on the information to the owner. After chasing them they said the owner has been informed and they would deal with it the next day, not ideal as there should be some sort of insurance to cover these emergencies, but things happen so we were happy to wait for next day.
We were then informed in the morning that the owner would have the plumber coming over to check and fix it, and we have to leave the keys in the keysafe.
Off we went for a lovely day of sightseeing and good weather, comes 6 pm we got home and nothing had been done and the owner didn't bother informing us. So had to call the customer support once again, chasing a resolution. They informed us that the owner couldn't find anyone and that this issue had happened before they had someone over but clearly they didn't do a very good job. Sykes Cottages offered 2 options, if we want to leave they would try a sort a partial refund or they could try and find other property for us to move.
Bare in mind this was a 3 night stay and we were going into our second night. We agreed to move of they were able to find another property, after 1 hour or so we received a list with properties but only 1 was adequate so we asked about that one. Then we had someone calling us from a other property (with bad reviews) asking for a £295 payment so we could move after they clean the property. By this time it was already after 7 or 7:30 pm and we were too tired to move all our belongings to a house that didn't had guaranteed parking.
So not wanting to make things more difficult I said we would endure another night and in the morning I would call so we can sort things out.
In the morning I called the support and asked what could they do to sort things out, if we could work on a partial refund that would make this experience adequate, they communicated to the owner and the owner offered £100. I didn't agree with it and said if the owner could meet us half way, and give half of what we paid (£150) and ot would be sorted. The owner came back with the message, "£100 is my final offer".
By this time nothing would be sorted and no hot water would be available during our stay. We felt the owner knew about this issue already and was not honest with us. We were informed that the owner had a part for the boiler already on order.
But if no one came to check the boiler during our stay how did the owner know what part to order?
Anyway we had to accept the £100 refund, because it was that or nothing.
So not a good experience at all, and clearly the owner didn't care about the customers.
Things happen but we believe it could have been dealt differently, the owner didn't bother communicating to let us know that no kne was available to fix, we had to chase that up.
The house has some positives, and I do believe the owner could have here a lovely place if he's more caring to the customers. There are a few things that could be improved in the property to make it a "luxury" accommodation. For example a new kettle, the one available was unusable full of rust or something brown covering the inside, the mop is stored inside a cupboard and as soon as you open you're hit in the face with a strong damp smell.
Over all the house is in prime location, tidy and has a park permit.
This should make this house one of the best in Whitby for a short stay. The owner needs a few improvements and it will be great. But not the best experience and we will not be returning, unfortunately.
Please note that the guest was offered a substantial reduction due to an unavoidable breakdown of the heating system and delay in obtaining a spare part.
The guest was also offered a full refund/cancellation.
The guest decided to stay.
Many of the statements in the review are incorrect or wrongly assumed.
The guest threatened the owner via Sykes to give an even greater price reduction or they would leave a bad review.
We have a zero tolerance to threatening behaviour.
Thank you for bringing the mop smell to our attention. This has now been replaced and will be replaced on a regular basis.
Property Owner