“Before reading this review, please note, we are not people who complain often and like to give fair and honesy reviews.”
We want to provide honest feedback to the owner, so that guests can continue staying in this beautiful location. The owner has a pure gem of a property to rent out and we would love for them to continue to benefit from this.
Winster Fields is set in a beautiful and peaceful location. It is a spacious, and has all the amenities you will need for a comfortable stay. We stayed in this accommodation 4 years ago and were really looking forward to returning for our holiday this year.
Unfortunately, when we entered the property, it smelt 'fusty', like it had been shut up for weeks. There were wasps and flies all over the surfaces and the kitchen was filthy! The cutlery and crockery were dirty in the cupboards, the bin smelt, there were food stains up the walls, the cooker hood and tiles were covered in grease, as well as the lights in the kitchen. It was clear that the property had not been cleaned properly before our arrival. If cleaners had been in, then they really didn't clean it properly. There were public hairs in the bathroom sinks, and urine splattered on the toilet brushes. We were less that impressed in arrival. Such a shame as we couldn't fault the property four years ago.
We contacted Sykes straight away, who were very apologetic and contacted the owner in a timely fashion. We were informed that the cleaners would be in the day after our arrival, but nobody appeared. I then contacted sykes again and they arranged cleaners for the following day. They did come this time, but again, it was clear they only did the bare minimum and only dealt with the issues I had provided pictorial evidence for.
In my opinion, the owner needs to liaise with the cleaning company regularly and discuss non negotiatiables for weekly, fortnightly and monthly cleans to ensure everything is cleaned regularly. In addition to this, there are maintenance jobs that need to be reported to the owner, who lives away. Light bulbs were out, damp patches on the ceiling and a broken chair. These all should be addressed quickly to ensure a comfortable stay.
There needs to be some investment into thsi property now, as it is looking worn. Decorating needs to be done, new frying pans and utensils in th kitchens and new sofas and cushions as they are worn and smell.
I am disappointed to be writing such a negative review as we love the location and had such a lovely stay 4 years ago. We enjoyed our holiday in the lakes, however didn't feel as comfortable as we should have done in our accommodation, due to the cleanliness.
I take feedback very seriously, and act upon it when appropriate. I was notified by Sykes of the compaint from the guest who requested an additional clean, at that time, the nature of the complaint was not particularised by the guest, who was asked to provide photographic evidence. The house has been in use constantly over the busy summer period and had been cleaned the morning of their arrival, I am therefore surprised to read of her mention of it smelling fusty and to certain of other comments.
After the photos were provided, the cleaning company's housekeeping manager personally attended on the Sunday to deal with the issues particularised, supported by photographs. The manager quite obviously could not undertake a full clean given the guests' personal effects were in the house.
Some of the matters included in the photos can only be described as trivial, such as a scuff on a wall, a watermark drip on the side of a bread bin and some dirt on the top of a spotlight some 9 feet up, nonetheless all were attended to. I have discussed this matter with the cleaning company who have assured me the property is and will be cleaned to a high standard.
There are no damp patches in the house but there are 2 marks on the ceiling of the main bedroom, which are COMPLETELY dry. They were probably caused by the bath above overflowing. They will be attended to when the house has its regular re decoration in the quiet period in January. I am not aware of a broken chair but will investigate this complaint. I stayed in the house at the end of May, after which new curtains donwstairs were fitted and 2 dining chairs with slightly loose backs were repaired. I note the comments about the frying pans and other utensils and the sofas. Items are replaced as and when required, also upgrades in amenities.
The lighting in the house is predominantly by LED lights embedded in the ceiling, bulbs do occasionally blow but because there are so many lights even in the smallest rooms, lighting is not materially impaired if some bulbs are out. Bulbs are replaced on a regular basis but it is impossible to guarantee at all times that there will be no failures.
Unfortunately, some guests are not quite as scupulous as this guest appears to be, sadly, some do put away dirty dishes or worse. I have not placed notices in the property to instruct how guests should behave, there is reliance on their common sense and generally impeccable behaviour. It is not part of the remit of the cleaners to examine every item in the well stocked cupboards for cleanliness, so apologise that the guest found some dirty items.
Guest need to be aware that Winster Fields is in a very rural area and that is a big part of its attraction. There are flies, wasps and spiders in the vicinity, therefore guests might find casualities. The cleaners have been asked to pay particular attention to dealing with dead insects.
I am sorry that the guest was not satisfied with the clenliness of Winster Fields, the cleaning company sees all feedback from guests and I have discussed with them issues arising from this feedback. Future guests will enjoy their stays at Winster Fields I have no doubt.
William Tacon
Owner
Property Owner