“This was our second visit to the property .”
There are lots of plus points- location , parking , dog friendly enclosed garden , well equipped kitchen and space for a family. However there are also a number of things which would now prevent us booking again - the beds are now really uncomfortable, so much so that we all complained we slept badly. The mattresses and pillows need to be replaced and thicker duvets provided. The shower is small and has no shelving which requires adults to bend to pick up toiletries with very little room to manoeuvre. No extra toilet rolls are provided which means we had to replace quite early on in the stay as well as provide our own hand soap . I understand these don’t come as standard but it seemed a little mean. Also the living room rugs are a trip hazard - especially the one in front of the fire which was constantly buckling. They are also quite grubby .
Overall we enjoyed our stay and loved being able to explore the area from the doorstep and we will return but not to this property.
Thank you very much for taking the time to share such a thoughtful and detailed review following your second stay with us. We truly appreciate your continued support and were so pleased to hear that you enjoyed the location, parking, enclosed garden for your dog, and the space the property offers for families.
That said, we are genuinely sorry to hear that aspects of your stay did not meet your expectations this time, particularly regarding the comfort of the beds. A good night’s sleep is so important, and we completely understand how disappointing it must have been for this to impact your stay. Please be assured that your feedback regarding the mattresses, pillows, and duvets have been taken seriously and will be reviewed as a priority. The Heart of the Lakes team are checking everything out for us to check if anything needs changing.
We’re also grateful for your comments about the shower layout, lack of shelving, and the supplies provided. While we aim to keep guests informed about what is and isn’t included, we appreciate how these details can affect overall comfort. Our shower ‘caddie’ had actually been broken and we had ordered another one, and unfortunately you were there before it had arrived. We have one now back in our shower.
In addition, thank you for highlighting the concerns with the rugs in the living room. Safety and cleanliness are extremely important to us, and we will arrange for these to be checked and addressed promptly.
We are really pleased that, despite these issues, you were still able to enjoy your time exploring the area and made the most of what the location has to offer. It does mean a great deal to us that you would consider returning to the area again.
Thank you once again for your honest feedback it is invaluable in helping us improve. We’re truly sorry that this stay did not live up to your previous experience, and we hope you might consider staying with us again in the future once improvements have been made. Please be assured that had you been forthcoming with your concerns during your stay we would have made arrangements to attend to any issues or concerns.
Thank you.
Property Owner
