“Disgusting!”
Fly infestation ! Had to throw away all food, we came for Xmas & a birthday & this was far from a celebration. We cancelled all plans to meet up with friends also as we were so tired & depressed from the situation. Spent 3 days cold as having heating on made them worse. Also the beds hadn't been changed, I had to sleep in with my friend as it was so musty & he found blood on his pillow. Dishwasher stank & microwave had old burnt food under the glass plate. Generally filthy & unhygienic. Left a day early but would have left the first night if I could have but due to it being xmas this was near impossible.
Thank you for your feedback. We understand that your stay at Tarn End Cottage did not meet your expectations, and we apologize for any inconvenience caused. We take all guest concerns seriously.
However, we would like to offer some clarification on your review:
Fly Infestation:
• We as owners did address your initial report of flies on December 27th, the provided photos only show individual flies, and subsequent visits by ourselves and the developer/management team on the same day found no evidence of significant clusters. During our telephone call on the 27th you confirmed that you were happy to stay until your leaving date.
• It's important to note that the windows, curtains and blinds remained closed throughout your stay, as confirmed by neighbours, ourselves and management team. While we offered pest control as a precaution, you declined due to asthma concerns.
• On our visits on the December 27th, you refused twice to come down from upstairs to speak to us or the management team to enable us to resolve the issue.
• You stayed 85% of your stay!
Heating and Temperature:
• The property is a new build and retains heat well. Additionally, during the visit on December 27th, we and the management team observed the second guest dressed in a t-shirt. We were surprised to hear of you feeling cold, especially with the heating readily available and you had knocked the heating off in the entire cottage.
Bedroom Complaints:
• The stain on the pillow was fresh and would have been noticed on linen changeover but could have easily been resolved during your stay if reported, you only notified us on the 6th day of your stay and use. The photos provided suggest a fresh stain and not a laundered stain. The bedding is laundered and pressed by a professional company, the beds are freshly made up by the cleaner after every guest stay and I personally made the twin beds into a king after your request, therefore the stain would have had to been overlooked 3 times! We have disposed of the pillow due to hygiene reasons.
• No evidence of musty smell or dampness was found in the main bedroom during inspections.
Kitchen Appliances:
• We found no noticeable smell from the dishwasher or burnt food in the microwave during our visit after you left. These appliances were subsequently deep cleaned, regardless.
Additional Points:
• Evidence suggests you cooked during your stay, despite your claim of not being able to due to the flies. Used pans were visible on the worktop during our visit and opened vegetables were in the cupboards when the cottage was being cleaned, plus glasses etc in the dishwasher.
• You utilised the welcome pack items and guest hamper, indicating some level of enjoyment during your stay.
We understand that your perception of the situation may differ, and we respect your right to share your experience. However, we believe the objective evidence paints a different picture than your review suggests.
We strive to provide enjoyable experiences for all our guests. We encourage future guests to reach out with any concerns during their stay so we can promptly address them and help ensure a comfortable experience. We are pleased to say that our subsequent guests gave us excellent feedback on their review and a 5 star rating.
Property Owner
