“We stayed at Lakeland Loft Apartment from 21 to 28 July.”
On arrival at the property around 4pm everything seemed fine and we were really happy with it. Unfortunately we soon realised we had no hot water. On the Friday night we followed the instructions about pressing the boost button, which did nothing but it wasn't until the Saturday morning that we realised that there must be a bigger problem.
We phoned the number in the folder provided at the flat which said Lakelovers, this took us through to Sykes Cottages, my husband was on hold for quite some ...
On arrival at the property around 4pm everything seemed fine and we were really happy with it. Unfortunately we soon realised we had no hot water. On the Friday night we followed the instructions about pressing the boost button, which did nothing but it wasn't until the Saturday morning that we realised that there must be a bigger problem.
We phoned the number in the folder provided at the flat which said Lakelovers, this took us through to Sykes Cottages, my husband was on hold for quite some time, he eventually spoke to Laura who told him she would send someone out that day to fix the problem. (Though we don't think she reiterated that this was a bigger problem than hitting the boost button). We then went out for the day, on return to the flat we found that the boost button was lit up red but there was still no hot water, had someone been out to take a look at it? We had no idea as Lakelovers did not call us to update us on the situation, instead we had to call them back, we spoke to Judy who informed us that their maintenance man Keith had just reported back (5pm )to them that he had sorted the problem and to give the water an hour to give it a chance to heat up, we did this, definitely no hot water, we hit boost again just incase. Again, another phone call to let Lakelovers know there was still no hot water, it was now 8.30pm on Saturday night, we spoke to Alastair who arranged for Keith to come back out, he arrived, this time he had to contact his plumber colleague Paul, they went up to the attic to look at the water tanks, the power had to be switched off throughout the flat on two occasions during this time. They explained that two different parts would have to be ordered, one for the water tank and one for the boost tank. Keith said to us that he would report this back to Lakelovers and they will call us in the morning, "not to early" he said.. adding.. "they may offer to have us moved to a new apartment, as the parts may not be here until Tuesday", Paul said that "we didn't really need hot water anyway.. as he never uses it much in his own house!"
Again this just goes to show that our original complaint about no hot water wasn't taken seriously, had Keith taken the time to really check the system, it may well have been fixed that day.
The next again morning we were expecting a call from Lakelovers confirming what was happening. It got to after midday and again we had to, for a third time, call to find out what was happening, this time we spoke to Claudia who had no idea what was going on as Keith had not been in touch, she would find out and call us back. Again more time of our holiday spent on phone calls. We waited and Claudia did give us a call back, she told us that Keith would be back the next day (Monday) and it would definitely be repaired.
Monday - we arrived back from a day out to find that no-one had been to fix the water, with no call from Lakelovers to explain why. So, yet again, we had to phone Lakelovers and spoke with Judy again, she was very sympathetic, said we shouldn't have to be spending time phoning whilst on holiday and they would be looking into getting us compensation for the inconvenience caused, she said she would call us back, which she did to say that someone would definitely be out in the morning to fix this.
Tuesday- Tom, the maintenance man arrived as we were leaving to go out, he had the parts and would repair the tanks.
Finally, after four days of no hot water, we had hot water. But no courtesy call from Lakelovers to ask if we were happy, which considering the circumstances we thought would have been the right thing to do.
We really are annoyed and disappointed with the way all this was dealt with. We had to phone Lakelovers five times. When my husband Graham returned the keys this morning he spoke to Vicky about the problems we had, the response he got to this was that she knew nothing about this and how were they supposed to fix the problem if they knew nothing about it? She also said that we would have got through on the phone sooner if I (Lesley) had phoned as I had booked the holiday and system would have recognised the number, I actually did phone the fourth time myself and spoke to Judy and I can assure you that I had the same amount of time to wait for my call to be answered as my husband, this makes no sense and really, Vicky had no interest in the fact we had so much trouble, no excuses should have been given to us by a member of staff, especially after all the hassle we had been through, any complaint should be taken seriously, this was extremely rude and very unprofessional.
We are so confused about who we actually we were meant to be speaking with, we called the phone number provided in the folder at the flat.
I really don't think anyone would be happy being treated this way when they are meant to he on a relaxing holiday, would you? Why did no-one realise there was no hot water in the property, previous guests or a cleaner? Regardless of this, we have been treated dreadfully through mis- communication and feel we should receive compensation for the all of the trouble caused to us by yourselves.
Regards,
Lesley and Graham
Thank you for your detailed comments.
We apologise for the issues that you experienced during your stay, and we understand that you feel your complaint was not taken seriously. Whilst members of our Maintenance Teams attended to try and resolve the issue, and were unable to. We understand that the time spent to fix it was not to your liking. Our colleagues in the Lakelovers office, are saddened to learn that you felt that we did not deal with this issue appropriately.
We are looking into matters further and understand you are in contact with our Customer Relations Team regarding the points raised.
The Lakelovers Owner Relations Team Property Owner
