“We had incredibly high hopes for our weeks stay at Lakefield.”
We love the Lake District and have spent many years holidaying in and around the area. We always take time and care to read reviews prior to booking anywhere. Sadly, the reviews were, from our perspective, very misleading. The positives included the stunning view (we highly suspect that this is THE main selling point) You cannot fault the rolling hills, glass still Esthwaite water, and the sheep happily grazing and all only a stones throw from Hill Top House...) The garden is very well kept, the sofas were comfy, and the kitchen utensils well stock (but no sharp knives) However, none of these things quite made up for the less than average level of cleanliness. We arrived to find dust and dead flies laying in the main large window cill, and dust anywhere that was higher than table top level. Rust is clearly visible along the edge of some of the bathroom mirrors. The multitude of family games was let down by a) being precarious balanced atop one another in the hallway cupboard (getting them out was a game all in itself!) and b) most of them missing pieces. The electrics looked like something of nightmares, cables and extension leads everywhere, along with rather alarming signs reminding guests to be sure to switch things off to prevent burn outs or fires?! We were surprised that this house has passed any recent safety standards for it's electrics. The word 'luxury' is too often used without real justification and this was certainly the case at Lakefield. Beds, ensuite and hot water do not a luxury holiday home make. Lakefield was, by some way, the most disappointing home we've stayed in. We still can't quite fathom the extremely high scoring reviews it receives both on the LakeLovers website and in the notebook left out for guests to write in. Being asked to strip beds and put some items in one laundry bag, others in another type of bag, was all just a bit of an unnecessary faff and frankly, given the amount we paid for the holiday, one would expect that to be left for your cleaners to do. There was only one toilet roll left per bathroom (for a household of 8 ppl, you can guess how quickly that ran out) A quarter jug of milk was left in the fridge, and no welcome pack. Only one bin liner was left, which again, for a house for 8 guests was full after the first two days. No recycling in site, guests have to bag it up and dispose of it in Hawkshead. The carpets and rugs are threadbare in places, the general level of decor was well below par, and clearly hadn't been refurbished since the 1990s. My son described the upstairs as having a 'hostel vibe'... Fairly apt to be honest. The garage with table tennis table was dusty and uninviting and not really adequately sized for the table size (avoiding running into the wall was all part of the challenge!) We just feel that the website (along with the owners direct website) really didn't provide an up to date or realistic description of the house and it's amenities in their current state, and that made us feel let down. We were holidaying with friends and I felt ever so disappointed that what we had booked was of the poor standard that we discovered it to be. If there was a way of being reimbursed for these sort of situations this would be the only time we've ever felt any drive to follow up. To the owners and to LakeLovers, please update your website photos and description accordingly so that others might avoid the same disappointment in future.
We note the comments made by the guest. We consider the comments to be
unfair, misleading and incorrect. We observe that none of these comments
were made during the guest’s stay despite guests being invited to get in
touch immediately with any concerns. We reply in detail as follows:
1. Decor and Maintenance:
Lakefield is kept in excellent condition with significant expenditure
every year (over £50k last financial year). Visit England inspect
annually (the latest inspection was 15 May 2023, 2 months before this
guestâs stay) and were very happy with the way in which it is
maintained, awarding it a comfortable 4 star rating. It is kept
decorated on a rolling basis e.g. the main sitting room has been
redecorated twice since we purchased the property in 2007. Some
re-decoration in the hallways and one bedroom is already scheduled for
the close season. The main kitchen, the main sitting room curtains and
sofas have all been replaced in the last 4 years in addition to
significant other work and expenditure. All the windows have been
replaced with modern double glazing. All the bathrooms and bedrooms have
been thoroughly renewed/updated during our period of ownership.
We aim to provide a comfortable family home experience rather than a
minimalist environment. We are sorry if this guest was looking for
something different from what was advertised and apparent from the
photos.
2. Cleanliness:
Our cleanliness was highly rated on VisitEngland's report in May, with a
5-star rating. None of the guest's comments are supported by the report
- indeed they are contradicted. Our housekeeping team puts a great deal
of effort into cleaning Lakefield to a high standard, including dusting
picture frames and other higher areas. Visit England’s comments were:
Cleanliness
Overall housekeeping continues to meet a high standard across the
accommodation.
In the lounge and dining areas, the flooring and furniture are cleaned
very well.
In the kitchens, deep cleaning of the appliances and other areas has
been undertaken to a high standard. The bedrooms are maintained well
ensuring all light fittings, ledges and furniture are cleaned well. The
beds are neatly presented, with carpets, furnishings and furniture
cleaned well. In the bathrooms, detailed attention has been given to
silicone, grouting, and ensuring all chrome, glass and mirrors are
polished.
3.Electrics and safety:
Lakefield's electrics were thoroughly checked by a qualified electrician
and any recommended upgrades immediately implemented about 2 years ago,
and an Electrical Installation Condition Report certificate (EICR)
issued. Lakelovers have our current EICR certificate. PAT testing is
carried out annually on all electrical appliances and Lakelovers have
the PAT-testing certificates. We assume that the extra wiring of which
the guests complain are the extension leads (all PAT tested) we have
placed for guests' convenience. The purpose of these is to allow a
number of guests wishing to charge mobile phones/laptops/tablets
simultaneously. Most guests appreciate this extra amenity.
There is one electric shower with a notice asking guests to turn off the
switch to the electric shower when not in use. No other guests appear to
have had a problem with this simple request.
We have installed the latest mains-operated fire alarm system and other
fire safety equipment. The property is inspected regularly by a fire
safety specialist to ensure it achieves a high standard of fire safety.
4. Welcome pack/bin liners:
We consulted Visit England in May 2023 about what is considered
appropriate as a welcome pack. They informed us that we already provide
significantly more than most owners of self-catering properties.
Specifically, there is a caddy under the kitchen sink with cleaning
materials, including a roll of black bin liners. If the guest had looked
in the caddy she would have found the bin liners.
5. Knives:
We provided at least 4 brand new, good quality sharp kitchen knives in
May 2023. We also provide a knife sharpener. Most guests comment on how
well-equipped the kitchen is.
6. Table tennis table:
The table tennis table is stated to be in the garage rather than a
purpose-built games room. If it has become dusty, it is a matter of a
few minutes to wipe it over and most guests are glad to have the extra
amenity.
7. Games:
The extensive collection of games is supplied as an extra. Guests are
requested to replace games with all pieces but unfortunately this is not
within our control nor is the manner in which they replace games in the
cupboard.
8. Photos and Lakelovers website:
The guest complains about the photos of the interior of the house. The
photos of the property on the website, taken by Lakelovers, provide an
accurate representation of the house. This guest gives no indication of
any way in which they are misleading.
9. Carpets:
The carpets throughout are in good condition. Rugs (high-quality
Persian, Turkish and Afghan rugs) are placed on top in some high-traffic
areas to protect the carpets. The carpets are not threadbare.
Visit Englandâs comments were:
âThe carpets and sofas continue to be maintained and present very well.â
10. Visit England Report:
As noted, Visit England, performs an independent annual detailed
inspection of Lakefield, carried out by a highly experienced inspector.
In addition to the comments regarding cleanliness referred to above,
Visit Englandâs report (May 2023) stated:
Public Areas
The main lounge and small sitting room upstairs, provide a comfortable
level of space. The areas are neatly decorated with painted and papered
walls. A good selection of artwork and personal touches are displayed.
The carpets and sofas continue to be maintained and present very well.
Ample lighting and heating including the open fire.
Bedrooms
The bedrooms continue to be maintained with painted décor, quality
carpets and very good furniture and furnishings. Ample space in the
rooms. Ample lighting and heating provided. Some of the lamps have been
replaced. The beds are firm and supportive with quality mattresses.
Bedding and linen provided.
Bathrooms
Again the space in the ensuites and house bathrooms has been used well.
In all bathrooms the décor, flooring and fixtures are maintained very
well. Ample lighting and heating fitted.
Kitchen
The space in each kitchen has been utilised very well allowing ample
surface and storage space. The units are of a very good standard and are
maintained very well. All appliances are maintained well with a wide
range of very good quality crockery, cutlery, and kitchen ware in place
with plenty of quality pots and pans provided.
Property Owner
