“Our stay at Bracken Ground was really lovely; the house and setting are beautiful, the beds are extremely comfortable, and the care package left for us was a truly lovely touch that we greatly appreciated.”
However, I was both shocked and disappointed to see that the sauna was completely broken and written off, and the hot tub was not as pictured or ready to use. I understand that there had been a storm affecting the sauna, however, it was very clear that it had been broken for some time given the state that it was in (cobwebs, mold/moss and fencing up to shield it). I had booked our stay at this property in November, so I really do feel that it would have been appropriate for somebody to inform me much sooner, or at all, about the state of the sauna especially given that I booked this particular property because it had both of the outdoor facilities. Two of my party could not use the hot tub and were looking forward to the use of the sauna, which, given the expense of the stay was an expected luxury to be included. I would like some money back if possible - even just as a token - as I really should have been informed.
Thank you very much for your comments Mrs Sandilands and for taking the time to let us know your thoughts. Customer feedback is very important to help us continually improve our standards.
We are pleased you enjoyed your stay at Bracken Ground, however we are very sorry to hear that we didn't manage to notify you before your arrival about the sauna being out of action due to storm damage. We thought it would have been replaced before your arrival but unfortunately there has been a delay in the supply chain.
We have spoken to the owner and it is now planned for installation mid March.
The owner apologies for the inconvenience and disappointment this has caused to your party and we will now contact you directly to resolve your complaint.
We hope this doesn't deter you from rebooking Bracken Ground and hope to see you again in the near future.
Thank you once again for your feedback, the Lakelovers team
Property Owner