“When we arrived, we were disappointed with the condition of the property.”
There was a bad smell when we walked in, and it didn’t have a fresh scent, which gave us a poor first impression.
After our long journey, we wanted to rest, but there were no covers on the bed. We had to request bedding from customer service, and instead, we found dirty bedding from the last guests left in the bathroom, which seemed unprofessional. While trying to put on new bedding, we noticed a bad smell in the bedroom. When we were doing this, we found mold on the bed frame, which likely ...
There was a bad smell when we walked in, and it didn’t have a fresh scent, which gave us a poor first impression.
After our long journey, we wanted to rest, but there were no covers on the bed. We had to request bedding from customer service, and instead, we found dirty bedding from the last guests left in the bathroom, which seemed unprofessional. While trying to put on new bedding, we noticed a bad smell in the bedroom. When we were doing this, we found mold on the bed frame, which likely caused the smell. Because of this, we had to keep the door and windows open in the cold to let in some fresh air.
The cleanliness fell short of expectations, as the floors appeared not to have been vacuumed thoroughly, and there was a general lack of attention to detail throughout. We hope these issues can be addressed to enhance the experience for future guests.
Dear Mrs Akter,
We are extremely sorry that the flat had not been cleaned before your arrival. In the ten years we have been letting the flat, this is the first time this has happened. Our cleaner is very good and very conscientious and extremely reliable but on this occasion a breakdown in communication occurred and she did not know that the flat had been in use over the weekend and would therefore need a clean on the Monday for you. We understand that fresh linen was delivered later the day of your arrival but you declined a clean. Our cleaner would have been there straight away had she known but she wasn’t informed until mid the following day.
We are also surprised to read your comments regarding smells and mould. We are at the flat regularly and have not been aware of either but will undertake a thorough check.
Please accept our apologies but we hope despite this, you enjoyed your stay at Fir Howe.
Tony Lister
Property Owner