Arriving at this let and entering the caravan, we were surprised to find that some cupboard fronts were Sellotaped up. Upon inspection it was clear that the reason for this was due to the fact that the fronts were cracked/cracking. A small fridge was placed in the caravan near the door and although it was out of place with no mention of it in the inventory list on the advert, we assumed that the owner needed it for their personal use. After a long journey and with items to refrigerate and goods to unload we set about unloading.
We had enquired as to the availability of a hoover at the van prior to our arrival to ensure that we could clean were more often than not the clean/ers haven't. The cleaner had given a basic hoover around , which some might say is sufficient but when under the table has items such as a blue foam ball and wrappers/debris under the radiator it needs removing and mopping.
The cushions had hairs on them and had not been cleaned beyond a shaking down and as with all furniture throws, unless your cleaner takes them outside and shakes them before hoovering them or changes them completely then they will have debris remaining especially in the tucks.
The cupboard handles needed cleaning especially the utility cupboard that houses the boiler but we removed the stickiness best we could and sanitised all handles.
By no means is this the worst let we have taken but it is hard to believe that this is new to rental as it does have its flaws already. The toilet seats are loose especially the main bathroom room and the toilet roll holder needs tightening. Not a massive undertaking but just needs doing.
We emailed the owner to ensure that the cupboards and toilet issues he was made aware of and to highlight that the bed sheet had clearly had a wash but a stain (although not a major issue for us as we would place it to the bottom of the bed) meant the sheet was probably not suitable for long term use and when the owner brought across a replacement bed sheet for the double main bedroom , we did appreciate the gesture as we had certainly not suggested that he ought to. When he brought it though we did enquire as to what was with the cupboard door fronts and it is from frost damage.
It would be nice to inform prior guests as it is unsightly and is the first thing you notice upon entering the van. ( I would look to use fully plastic covering such as that used on large pallet deliveries as some edges are sharp when using the kitchen sink for washing up) The frost damage most likely accounts for the small radiator leak in the bathroom.
It also transpires that the small fridge was/is there as the actual fridge is not working. Again we had put our goods in their already and instruction prior to our arrival would have been helpful. The owner is awaiting a replacement part.
The view is stunning , the front veranda is new and the furniture on it is fine. The plastic storage bench/box seat at the side of the van is cracked and the patio table and chairs look tired but we didn’t sit at it and again rust is unavoidable.
Sadly on our last night, a meal was eaten at the onsite Haven restaurant and this did not agree with my daughter (she did find the lasagne was cold in the middle but ate from the edge inwards so it was discovered too late into the meal) and this resulted in her waking in the early hours and being sick, without notice and this meant the duvet cover and duvet needed attention. This episode was confined only to the duvet thankfully.
The duvet cover was cleaned down and left to soak over night (with no washing machine, in the early hours of the morning and on the last night you are limited in what you can do) and knowing that the cleaner was due to replenish with fresh coverings for changeover and covid clean and wash all linens from this stay period, we discarded the internal duvet for hygiene purposes.
Early on the next morning (our last morning) we emailed the owner to inform him of this and offered for him to calculate the cost of an internal duvet and apply for a deduction of an amount reasonable from the security bond and we would not object to that or if he would prefer, we would purchase a new duvet and leave it ready for the cleaner and change over.
We were asked by the owner to leave windows open upon leaving (fair enough) and the offer of us replacing the duvet was not responded to and therefore not taken up so a deduction amount was expected.
I was surprised to receive an email stating: The owner made a claim of £50.00 from the original £100.00 refundable security bond on the 28th May 2021 17:43pm.
You will receive the remainder of the security bond up to 7 days from the date above.
The owner has given the following reason for making a claim on the security bond:
To replace a damaged duvet and time spent cleaning and travel expenses to replace the duvet. The guest is aware as they informed me of the accident.
It seems unfair to charge for travel expenses and cleaning! The owner needed to attend to issues at his van such as his bathroom seats and the wall toilet roll holder and in regards to cleaning extras I suggest to enlist your cleaner to the basics right first.
I will not dispute the claim as it is tedious to do so and I most certainly think as renters, it is correct and fair on our part, that if an accident takes place, it is declared to the owner. I offered this as I believed that to be correct and right. Sickness is neither the guest nor owner fault and baring in mind that you needed to attend your van and therefore travel cost reimbursement is not reasonable.
With covid cleaning and disinfection fewer items translates to less work.
Less non-essential soft furnishings ie cushions and furniture coverings as both government and British Holiday & Home Parks Association guidance strongly suggest the removal of due to the cleaning and disinfection requirements needed to ensure that everything is cleaned before and after each let. We were surprised and placed them to one side.
Fewer items translates to less work and a safer environment.
The local guides are helpful no doubt, but along with the 2020 site map these have been handled prior to us as new guests (cup stains on the map and highlighted areas from previous user/s). Again covid guidance stipulates to clear accommodations of any items that remain such as papers, personal items and fridge contents etc. and frequently touched surfaces to be cleaned and sanitised including cupboards and handles. We cleaned and sanitised the cupboard handles ourselves as they were sticky on arrival.
The owner doesn't clean his van himself prior to guest arrivals ( which isn't unusual) and is therefore putting his trust into others to do a good job. We all have different standards at the end of the day. The hoover pipe adaptions that allow for and in fairness are meant for spaces behind and at the side of furniture cleaning and corner and edge cleaning were new and unused until we hoovered! The long horizontal front of the vax simply doesn't get into and under many spaces.
The wifi signal is great so our younger guests said!
The owner is pleasant enough and polite but I suggest that informing of accidents/flaws relating to the van and its facilities on the owners part is as important as that of the renters doing the same.
Leanne ,
I am must say I am absolutely gobsmacked at this review!
Whilst I take. Onboard your feed back I would have loved to have been given. The. Opportunity to sort any issues when I came to the caravan on the evening you checked. In.
When I. Was at the van I asked and offered to sort anything you were not happy with?
However after. The break. You have presented a list. Of things that you say weren’t up to standards.
Customer service is something I pride myself in and the reason I had regular contact with you before. Arrival. And to ensure everything was satisfactory for you and your party.
When you highlighted there was a mark in the sheet I brought. Replacment sheets within an hour?
Soft furnishings like cushions are sanitised. Every time and rotated.!if you felt they weren’t suitable there was plenty of storage. That you could have put them in if requested when I was at the Caravan?.
The Hoover is a new hoover And perfect for the vans needs.
You mention we all different standards of cleaning,I have very high standards and take the cleaning and upset that you say the van wasn’t clean as everything was sanitised prior to your arrival to comply during With covid .I spray. Everything with a 99% bacteria spray !
I would like to say I do the cleaning myself so confused at your point. Saying I don’t the van wasn’t up to standard?I would have been more than happy to sort any issues for you at the time I came down to the van the Evening you checked in ,
However. you reassured me you hat everything was fine?
As explained to you the fridge section of the fridge wasn’t working and the previous guest had informed me that morning,
I arranged a replacement until the new fridge arrives .the space the same as the built in fridge?
I don’t think this is unreasonable?.as the other option. Was to cancell at the last minute.
You mentioned that there. Were hairs in the van ,I do advertise pets are welcome. As you dog was welcome ,whilst every attention is paid to try and ensure there is no hairs from pets there is sometimes a stray from time to time.
My concern is that if you Felt that the van wasn’t up to expectations I wish you had given me the chance. To sort any issues. Rather than wait. Until after the break when I was unable to sort anything for you that needed attention?.instead you have waited until after the break to highlight not giving me a chance to sort anything. As you had 4 days to do this ?.
I don’t feel that. Asking you to pay for the. Replacement duvet and mattress protector is unreasonable ?
also whilst extra time spent deep cleaning the carpets and. Walls in the bedroom. Travel expenses to buy a duvet. Had been part of the reason. To go and buy the duvet again as this is not something or an expense that is expected ! Van was left with no bedding ! Or mattress protector that also had to be thrown out!.
My gut feeling is that you are upset that I requested £50 be kept from the security bond due to the fact that you threw. Out my bedding. Without asking?And left me with no bedding .
the caravan was also left with a stench. Of sickness throughout?.
I thought I was being more than reasonable. Not requesting. The full Security bond of £100 ?.
The glassware and crockery were also dirty and put back. In the cupboard?
I wouldn’t. Accept. A booking. From Leanne. In the future as I feel leanne. Has been unfair with this review I take pride in what is my home from home and. Would like guest to feel. The same .
Leanne is right regarding Two of the kitchen unit doors are due to be replaced due to damage during lockdown they have some cracks ,they do have a temporary cover of tape over the cracks. Do to be replaced in the next few weeks.
Please don’t hesitate to contact me and I can. Direct. You. To my other reviews websites.
I wish leanne all the best.and feel sad she had this experience as it’s really isn’t what I offer .
But maybe my holiday home isn’t right. For leanne.
Kind regards
