“Overall we enjoyed our stay at The Waterfall Retreat, however we did experience a few issues.”
After the first couple of nights we discovered mould growth in the lower ground floor bedrooms (Herdwick and Teeswater). Fortunately we had some bedrooms that were not in use so we could swap round. This was reported to the host who took 2 days to respond only to tell us this was a previous issue which they had rectified by using a dehumidifier in those rooms. To us a dehumidifier is a temporary fix, not something you leave running everyday and have to empty twice.
The floors are extremely creaky in the dining and kitchen area so if you have early risers in your party they could well wake you up in the morning. The kitchen area is also quite small making it challenging to prepare a full meal for everyone.
Overall cleanliness was passable but we felt it could be better.
Water pressure and temperature was hit and miss especially in the showers.
We felt with a bit more involved management some of these issues would be resolved quicker.
We reported the sauna light not working and the dials controlling the jets on the hot tub being extremely stiff to turn so hopefully these have been attended to.
On the positive side the location was great, the beds were very comfy, the house was warm and comfortable, the outside space was lovely for sitting out for food and drink and the main living room was great for getting everyone together at night.
Thank you for your feedback on your recent stay at The Waterfall Retreat. We're glad you enjoyed the location, comfortable beds, and overall ambiance. We apologise about the confusion over the ensuites, as there must have been a miscommunication. The original message was sent to our bookings team rather than the maintenance team which was why it took a couple of days to be picked up as the bookings team don't work everyday. Once the maintenance team were updated we had someone out stright away to look at it for you. It had been an issue 5 or so months ago and was completly rectified at that point. The dehumidifiers are in the rooms as a precaution when we have a lot of rainy weather, we don't expect them to be used 24/7. By the time the cleaners arrived after your stay the fans in both ensuites had been turned off at the wall, which would have been the primary reason that damp and mould were accumulating in the ensuites.
Our maintenance team responded to every issue that was raised during the stay, but many issues they were told were not a big deal and didn't need to be addressed until after your stay, but we're happy to confirm these have all been corrected now for future guests.
We sincerely apologize for the inconvenience caused by the mold issue, noisy floors, and kitchen limitations. We understand your concerns about the dehumidifier and will take steps to address a more permanent solution. We'll also look into the reported maintenance issues with the sauna light and hot tub jets.
We appreciate your suggestions and will strive for a more involved management approach to ensure quicker resolutions in the future.
Thank you for choosing The Waterfall Retreat.
Property Owner
