“We arrived on the 2nd of January.”
The cottage was nice, clean and had all the facilities. The park was pleasant also. We’d not been there half an hour when we had an urgent email from Sykes cottages to call them. We did so, sorry I cannot recall the name of the lady we spoke to, but she said the resort was closing on the 3rd and we’d have to leave a day early. We had originally booked the break from the 1st to the 3rd but altered it to the 2nd to the 4th at the property owner’s request so they could get cleaners in on the 1st. If we had known the cottage was only available for 2 days instead of 3 we would never have booked it and sought alternatives. We were very disappointed.
We were offered alternative accommodation at nearly £300 for one night! Three nights had cost us £400 so this seemed extreme. We were told the cost of the night would be refunded, but no compensation was offered.
We then enquired as to what time we needed to leave. The lady at Sykes said she had made an executive decision and we could stay on the Friday for as long as we liked. The next day another representative from Skyes told us the owner wanted us out by 11 am.
I am very disappointed in this total failure of communication. At the moment it seems both the owner and the agency are more than happy to take money but are not willing to do the right thing when they make a mistake.
We have reviewed this feedback and can see that, as you rightly put in your feedback, there was a miscommunication between Sykes, the owner and the holiday park where Top Lodge, 4 Skiptory View is situated, the end result of this was a curtailment of your stay.
We, as a business strive to provide a service that is second to none and on this occasion we seemingly have failed. For that, we can only apologise.
After reviewing the case notes for your specific issues that are outlined above, we can see that there was an offer of one night to be refunded which was accepted.
Apologies for any disruption to your holiday that we have caused, it is never our intention.
Property Owner