“Arrived at the property, no key in the key safe causing stress and upset.”
Once inside, horrified by the poor standards. Cereals and debris on the mat, filthy fridge, wine cooler (looked gorgeous on the pictures) filled with dirt and a dead spider. Old, musty sofa with dirt and tissues under the seat pads. First floor twin, mattress thick with dust and hairs. Skirting boards thick with dust. Mouldy bath mat. Very poor quality pillows and bedding. Second floor velux windows thick with dust. No pass in the folder, had to explain our situation on every visit causing embarrassment as we were told to 'just go in'. Be advised that the pool is an hour round trip and with petrol costs a further expense on top of the price paid. Overall, this property is lacking in cleanliness and poorly managed. Very poor response and terrible 'customer service' by Sykes cottages despite the obvious issues experienced by us and others staying at Gillercombe. Not interested in listening to our views- the level of grime would not have been resolved by a visit by the 'cleaners'. Will not be recommending the property or Sykes. Much nicer, cleaner, higher specification properties available elsewhere.
Thank you for your feedback. I am sorry that you feel this way as I spoke to you on the phone on the evening of your arrival and offered you a re-clean of the property, that evening or at any time to suit you. You declined my offer and said it would be ok. If you changed your mind at any point during your holiday you could have contacted me or Orian Property Maintenance who service Gillercombe for me and we would have sorted out any issues, including the cleaning, bath mat and bedding immediately but you didn’t get back in touch with us.
Unfortunately it looks like the spa passes had been removed from the visitors information book and I will personally go to the property and replace them this week during the changeover. The spa will never decline access for Gillercombe guests. I will also bring new bedding and thoroughly check the cleanness of the property. The spa is 9 miles from the property and the time taken to get there depends on the traffic which I have no control over. There are closer spa’s to Gillercombe but they are not as luxurious as the Langdale Spa and I want my guests to have the best experience possible on their holidays. I will monitor further guest feedback and if that shows the spa is too far away then I will change to a closer one.
On this occasion the cleaners left without putting the key back in the key safe. I am very sorry about that. I have been assured by Orian that it won’t happen again. Property Owner