“This was our first holiday as a family post lockdown (paying a premium for the cottage), and upon arrival we found the property to be in a disgusting state of cleanliness.”
Considering the additional measures for cleaning and sanitising holiday properties in line with formal guidance, we were particularly shocked to find visible dirt, dust, hair, used tissues (I could go on) throughout the property. We immediately contacted Lakelovers who were very apologetic over the phone and did offer to send a cleaner to the property. However, given the lateness of the day due to the later entry time permitted, we declined as we have a 2 year old and quite simply what were we expected to do in the mean time waiting for the property to be cleaned, sanitised and left for the advised time before re-entry. We therefore tried to clean the property as best we could but still due to how filthy it was, we never felt comfortable there.
We provided a series of photos to Lakelovers, but had to chase for a response. Eventually, we received a response and were told that as we had declined the offer of a cleaner on the Saturday evening, they would only offer a £50 gesture. Our original complaint was not seeking monetary return, more an acknowledgment that this was simply not acceptable under any circumstances, but particularly given the situation with the pandemic. The response almost implies that we were to blame for not accepting the offer a cleaner opposed to taking any responsibility for the state we found the cottage to be in.
We and family members have used Lakelovers on a number of occasions previously, due to this experience and the response received we will not be booking with you again nor will we be recommending you to others.
Thank you for your feedback Mrs Thompson We are very sorry to hear your comments regarding cleanliness at Biskey Steps as this falls well below our expected standards. Your comments have been passed onto the owner and the Housekeeping Manager and they will look into the issues you have raised and monitor this moving forward. We hope you understand we are working at full capacity with limited staff due to the Covid pandemic, but hopefully we will be back to normality as quickly as we possibly can. Thank you for bringing this to our attention.
Property Owner