“Hopefully you already have my feedback as I have sent it directly on the Lakelovers account.”
The property was really good, the only thing to mention is a constant tapping from the heating pipes - needs attention before something fails. The service from Lakelovers was appalling-mouldy sheets, not vacuumed (vacuum bag bursting full), bathroom growing mould on towel rail and mirror, neither of which have been cleaned for weeks - pictures already sent. We had to buy cleaning materials and spend several hours cleaning ourselves before we could comfortably stay. The debacle continued with our request to stay for one more night. This involved 5 phone calls, never once did we get a call back, even on the day of departure, I had to call to confirm we could stay. In the end it took Heather (many thanks Heather) 5 minutes to get hold of the owners and confirm that we could indeed stay, something that was obvious from the start as you told me it was free for that day. So, why had it previously taken 5 days and 5 phone calls, text messages and WhatsApp’s to get nowhere except to waste more of our holiday. We have booked at least once a year with Lakelovers for the last 6 years and part of the reason is that they have always been really good and on the ball. The last two years they have lost the plot. There are all these lovely processes in place with new case numbers issued each time a problem is raised, but the human intervention has gone. When I walked in to the office in Windermere there were 6 people sat behind screens but they couldn’t help, I had to call Sykes cottages myself, what is going on ? I really hope this is taken constructively and you get back on track. I would say in closing that although I couldn’t get any action to be taken, I believe because they have to follow such strict operational procedures and can’t take a decision, all the people I dealt with were extremely pleasant on the phone and this is no criticism of them. Thank you.
- Marshall, December 2023
Thank you for your feedback, our customer service team asked you to provide the photographs and we did not receive a response from yourself.
When you came into the Windermere office, we offered housekeeping to go out to the property and rectify any issues and you declined our offer.
Your main reason for coming into our office was to ask if you could add on another night, as we are owner relations we do not have access to that part of the system so we advised you we are unable to add extra nights onto bookings and offered to ring our customer service team in Chester who deal with such requests but again you declined the offer and left the office, sorry you felt we were unhelpful - The Owner Relations Team
Property Owner