“Appalling service.”
This is an expensive property and our third stay here. We reported there was no heating on arrival (this was apparently unknown but the pile of 5 portable electric heaters dumped just inside suggest otherwise). Despite an email and several phone calls and promises of a maintenance person nothing happened. I’m unwell, having chemotherapy. I was cold, spent the evenings in my winter outdoor coat, and had to go to bed in thermals and a sweatshirt. The electric heaters were inadequate for the ...
This is an expensive property and our third stay here. We reported there was no heating on arrival (this was apparently unknown but the pile of 5 portable electric heaters dumped just inside suggest otherwise). Despite an email and several phone calls and promises of a maintenance person nothing happened. I’m unwell, having chemotherapy. I was cold, spent the evenings in my winter outdoor coat, and had to go to bed in thermals and a sweatshirt. The electric heaters were inadequate for the large open plan space and had no timers. Several times we had to return from a trip out to turn them off for safety. We asked for some firewood and no one got back to us as promised.
Also the dishwasher didn’t work. This was a known issue to you. We were told the owner had ‘elected’ to replace this rather than send maintenance round, but it couldn’t be delivered until day 11 of our holiday and no other date options were given and no set time. Given that I’m immunocompromised and it was so late in our stay, we declined to be interrupted. I had booked the stay on the understanding that I was unwell and not to have anyone come into the property unless it was a dire emergency. This is because I am unwell, rest a lot, and have to air and clean the contact surfaces if anyone does come in.
We were cooking all our meals in the property as I was too unwell to eat out. The lack of a dishwasher was therefore a major inconvenience and I would not have booked a property without one. I made clear during our stay that I expected compensation for the lack of basics, namely central-heating and a dishwasher, as this lack was not consistent with a 5 star expensive holiday as advertised. The oven thermostat is faulty and the downstairs bathroom extractor doesn’t work. We reported these last year, but nothing has been done. We had to buy oven and meat thermometers to avoid food poisoning.
The property was superficially clean, as in the cleaners did their basic job. They told us they steam cleaned the floor after complaints from the previous guests. However , steam cleaning does not remove ingrained actual dirt. Everything that touched the floor got very dirty. This is a problem when you have a dog. The downstairs bathroom floor was mouldy - not want you want when you have impaired immunity. And the balcony furniture was dirty and covered in algae. The place clearly needs a deep clean.
Overall there was a disappointing lack of care, cleanliness, communication with Sykes was appalling, promises were not followed through, and we await an offer of compensation. If we do not feel you have acted on these comments we will consider further action. These issues seriously affected our holiday, and given my ill health, this was a desperately needed break that didn’t deliver.
Thank you for your detailed feedback regarding your recent stay at Lund. We will be contacting you directly with a response to your review.
Lakelovers Team
Property Owner
