“The property was nice and comfortable; however, we, unfortunately, experienced issues upon arrival as the new towels supplied weren't washed beforehand and left us with black bits after showering.”
These had to all be washed on our first day of the holiday, and we didn't have a dryer, so it was an unexpected inconvenience.
Our main grievance was not being informed that the caravan sits directly next to a MAIN RAILWAY LINE, which causes it to shake whenever a train passes, which is very frequent and throughout the night, not something you would expect to endure when you're trying to have a peaceful holiday.
We appreciate the host has only recently started renting the caravan out, so we believe this to be an oversight. Still, we advise them to update the advert to reflect the TRAINLINE, so potential guests know.
- John Thomas-mullen, Apr 2024
Thank you for providing feedback on your recent stay at our lodge. We appreciate the opportunity to address your concerns and make improvements based on your experience.
We understand that your feedback was prompted by the claim process we initiated regarding damage to the property and missing items. We take such matters seriously and strive to ensure that all our guests have a comfortable and enjoyable stay hence the claim to put the lodge right for the ambiance of all other guests.
Regarding the towels, while they were freshly laundered before your arrival, we understand that new towels may shed fibers initially, sorry if this was a problem for you. Rest assured, we are taking steps to minimise this issue for future guests.
In regards to the railway line nearby, we've taken note of your feedback and will review our listing. It's worth mentioning that the trains do not run throughout the night, like the majority of standard train services in the UK, they stop at night and reconvene in the morning. Previous guests have not raised similar concerns about the railway line and have enjoyed peaceful stays at our lodge. However, we understand that everyone's preferences are different.
It’s important to address some concerns about your departure. Unfortunately, upon inspection, we found that the lodge was left in a poor state, with damage to fixtures and items missing which were never reported. Additionally, there were a matter of other issues which we advised you upon finding which we don’t feel are for the other general public to see/hear on such a platform! alsothe barbecue was used, left switched on and left completely uncleaned. As a result, we had to initiate a claim process for the damaged and missing items and a thorough deep clean which we did not charge for considering the above! We kindly remind all guests to treat the property with respect and cleanliness during their stay as indicated in your welcome pack as this is also our family holiday home.
We hope that despite these challenges, you were still able to enjoy some aspects of your time here. Your feedback is invaluable to us, so thank you for sharing.
Best regards
Property Owner
