“Arrived 21july 4pm we left at 6.”
30 after finding king size bed with 3 areas of urine stains we contacted the male owner who would not consider there were any stains even after explaning that lady in the next lodge was shown the stains and also said she would not sleep on the mattress either. we were offered only 1 nights money back on a take it or leave it ,owner also said if we had not taken our own bedding we would not have noticed it, the stains, disgusted. also bird muck on decking and table and chairs outside also swinging hammock chair as advertised was missing , a 200 mile round trip for nothing .
- Susan Shoulder, Aug 2023
It is very disappointing to read your review following our detailed telephone conversation. As discussed we take great pride in our family lodge and the rigorous cleaning regimes. I assured you that the small marks under the mattress protector were definitely not urine and was the result of a small juice spillage which soaked through the mattress protector near the edge of the mattress. You agreed that there was absolutely no odour from the mattress or any other issues with the cleanliness of the lodge. The mattresses regularly undergo specialist cleaning to ensure the highest standard of cleanliness. However, all marks can never be fully removed despite mattress protectors and cleaning. The mattress is less than a year old and we ourselves sleep on that mattress every time we stay at our lodge. Despite the above we offered you a new mattress from another lodge or to move you to another owners lodge to ensure you were happy and could enjoy your stay. However, disappointingly you said you still did not wish to stay as this would eat into you holiday time despite the fact it would only take about 20 minutes to arrange. Despite trying everything to resolve your concerns which you were not willing to accept I still offered you some money back which given the circumstances I think is extremely fair. Regarding the two bird droppings on the decking I’m afraid I cannot guarantee that this will not happen given we are in a costal location and on a lakefront with many birds living in the area. As can be seen by the many many excellent reviews that have been posted here over many years, we have never had any concerns over cleanliness and are extremely disappointed you felt this way. I also genuinely believe that if you had let us resolve this issue for you at the time you would have had a great stay.
Property Owner
