“I’m not usually someone who likes to write reviews, but for this one, I thought it was important to make everyone aware.”
On the positive side, the house is clean, and the furniture and fittings are very good.
Now, the other side:
We were disappointed with several aspects of our stay at this property
On the first day, we had to wait 40 minutes after the scheduled arrival time of 5 pm to get the keys; we received them only at 5:40 pm
This place has cameras everywhere — 3 at the front, 3 on the sides/back, plus a hidden one in the garden which is aimed straight at the Jacuzzi (total of at least 10 CCTV). The ...
On the positive side, the house is clean, and the furniture and fittings are very good.
Now, the other side:
We were disappointed with several aspects of our stay at this property
On the first day, we had to wait 40 minutes after the scheduled arrival time of 5 pm to get the keys; we received them only at 5:40 pm
This place has cameras everywhere — 3 at the front, 3 on the sides/back, plus a hidden one in the garden which is aimed straight at the Jacuzzi (total of at least 10 CCTV). The listing says cameras are for “security only,” but it was clear they watched us throughout our stay. After the holiday, they even mentioned extra guests they claimed to have seen on camera.
One of the insuite toilet was leaking on the arrival and wasn’t fixed during our entire 5-night stay although it was reported.
The Jacuzzi was poorly maintained, smelled bad, and felt far from private with a camera pointed right at it.
There is also a strict rule requiring a £1,000 additional deposit for extra guests. Despite my compliance and the fact that this deposit was taken in full, it has still not been refunded. Over 30 days have now passed since my stay ended, and despite my formal complaint and multiple follow-ups, no refund has been issued. This prolonged withholding of funds is unreasonable, lacks transparency, and further demonstrates unfair treatment
Overall, not what we expected and definitely not a relaxing holiday.
We take guest feedback seriously, but your review contains several misleading and unfair statements that must be addressed.
Check-in: Our standard check-in time is 5:00 pm. The key code was sent to you at 4:30 pm after your group arrived early at around 4:00 pm, before the house was fully prepared. This was explained at the time by our housekeeping team. It was also during this process that it became clear your group had far more people than booked ? a total of 26. This was a serious breach of your guest contract. Moving forward, housekeeping has been instructed to refuse entry in such cases, as exceeding guest numbers compromises health and safety compliance, security, and the comfort of our neighbours.
CCTV: Security cameras are installed solely for the safety of guests, the property, and our neighbours, as clearly stated in the listing. They are not hidden. Footage is not monitored in real time and is only reviewed if a security or safety concern arises. Any claim that guests were 'watched throughout their stay' is false and defamatory.
Maintenance: No bathroom leaks were reported before or after your stay. Had such an issue been raised, our team would have attended immediately, as leaks are treated as urgent. Your claim of a leaking toilet is therefore false and defamatory.
Jacuzzi: The hot tub is professionally cleaned, serviced, and tested before every check-in. No faults were found in your water quality report before your stay. It became clear that your group did not follow the user guidelines provided, particularly the hygiene instructions, which caused the water to deteriorate and required deep cleaning at additional cost. To state that the Jacuzzi was poorly maintained is false and defamatory.
Deposit: The Good Housekeeping Bond (GHB) is a standard requirement and is only withheld in the event of clear breaches. In your case, it was retained due to unregistered guests and misuse of the property. Despite this, when you threatened to leave negative feedback unless the bond was refunded, we returned it in full as a gesture of good faith. You then chose to post this review regardless. Going forward, our management team has confirmed that deposits will be strictly enforced in cases of damages or breaches, regardless of the prospect of negative feedback, in order to protect the property and ensure fairness to genuine guests.
Your comments do not reflect the reality of your stay and overlook the booking terms you agreed to. While we welcome constructive feedback, we will not allow false claims to misrepresent our home or mislead future guests.
Property Owner
