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What our customers say about their holidays
Ged - Verified booking
We would like to share this feedback with your so that you can improve your service.
Cleanliness: - On our arrival, the downstairs toilet was unflushed and there remained faeces in the bowl. - Although the surfaces in the kitchen were wiped down, other surfaces throughout the property were not and remained dusty and had flies on them - windowsills, skirting, etc. There were cobwebs in the corners of the rooms, and the place had not been adequately vacuumed as there were dust and hairballs under the side tables and sofa in the lounge. There was also some scum marks left in the shower. The 'clean' between guests had clearly been a swift one. - There was no toilet roll in downstairs toilet. - The towels that were left for three of the five guests were hand towels and were therefore too small. Customer Service: - It was disappointing that there was no feeling of welcome or follow up as to how our stay was going at any point during our week long holiday. Although there was tea/coffee/sugar/milk as a 'see you in pack', the biscuits that were in the box were not a new pack (one set was missing). - It was unclear about who to contact when there was an issue. (The water to the property stopped mid-way through our stay. We eventually found a number by googling Sykes Cottages on the internet and calling them that way.) - The water to the property is likely to be an ongoing problem - as mentioned above, we had no water at one point in our stay. This was influenced to a combination of factors, including use by ourselves (family of 4) and the guests in the house next door (who share the water tank) which was at full occupancy throughout our stay. The tank is too small for the demand when the properties are at full occupancy. - As a result of the water issue, we were drinking water with sediment in for about 24hours until the filter and water levels were resolved. The swift resolution was mostly due to a kind builder (Terry Jones) who happened to be working next door, and who is known to the owner. They should get special thanks as they were able to identify the issue and advise the maintenance man what was the issue later on that day. Other: - We think the danger of the road needs to be highlighted in the listing. It is a very difficult exit from the property either by foot or by car in either direction. The mirror helps, however, the property location is not advisable for families with young children. - The layout of the property is awkward, particularly the configuration at the rear. Despite the weather being amenable to using the outside area, it did not feel appropriate with only one bench. Perhaps if there was a second bench or outdoor furniture in the separated spaces, it might feel better to use. - The wheelie bin set up out the front was confusing, as it did not match the description in the welcome guide to the property (no blue food waste bin, for example) and the majority of the bins were removed part way through the stay, leaving us no where to put any recycling or rubbish for the last three days of our stay. - A washing machine would enhance the property facilities no end. This could be plumbed in at the back of the downstairs toilet, especially if the shelter was made more weather-proof. - The property would also be improved with hooks for coats, both inside the house and out the back of the property. We hope you and the owner find this feedback useful and feel able to act on some of it.
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Dan - Verified booking
On the whole the property is a characterful, beautiful and historic cottage, it has ample outside space and the setting is fantastic.
Unfortunately on arrival, we thought that the property was not cleaned to an acceptable standard. Whilst areas had been cleaned, much of the homes carpets and upholstery were not clean, dusty corners, cobwebs, and just a general feeling of uncleanliness was evident throughout all rooms, the kitchen floor in need of a scrub and polish, in addition to a lingering odour that bestows homes of dusty and slightly dirty nature. At 6pm following a full days travelling, we really did not intend to contact the holiday agent to commence a dispute, so we spent the first hour of our holiday hoovering and cleaning. We are practical and down to earth people, so it wasn't the end of the world to us. However, with a baby who would be crawling on the floors we needed to get it sorted there and then. We called into the Salcombe agents office for the property to inform them as we were passing by. We are not expecting action, we were just informing them of our experience. They suggested that we should have contacted them straight away and sent photos so that they could send cleaners out. This just wouldn't have been workable at 6pm on a Friday evening when we are knackered and need to get the kids down. Sending cleaners for a quick spruce up wouldn't have helped much, it's not necessarily the regular cleaning, but that the property needs a serious deep clean, the vac is a 25 year old Henry, so unless there's some emotional attachment to it, he probably needs replacing. The only mattress that seems fit for purpose is a single in the middle room, the rest, along with the pillows have the ability to reshape your back and neck into arrangements only a qualified chiropractor can sort out. A special mention to the fridge, whose noise became so loud at one point we thought it might be trying to communicate. A minor issue. Many areas were good however, the new cooker and hob were fantastic. The Amazon TV stick worked great for the kids. The single child's room decor was really fun. The house is of an age where you expect the quirks, and much of the decor fits well with that character and helps you disconnect from life back home. A side note, the nearest pub didn't do any food, although was welcoming. The Royal Oak further round was pretty bad, the bar lady served me whilst on her phone, empty glasses littered the place, with areas caked in dust. I love a dive bar now and again but this place took to a new level. We had fantastic weather with some brilliant visits to local villages and towns. We've made some wonderful memories and the cottage played a good part in that. The areas mentioned let it down, so I'm not sure we would return. I think the areas mentioned are fairly easy to address though.
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Sarah - Verified booking
Where do we start!
It was very clear from meeting the cleaners on the day we departed that they knew the downstairs toilet door was broken and unusable and not cleaned but failed to actually notify us! Secondly we went 24 hours without having a shower because the property ran out of gas. How can this happen in peak holiday season when they knew that 5 people were staying at this property for a week?? Thirdly, after seeing a complaint about towels, lack of hygeine as well as other things, and messaging property maintenance company with concerns, we found upon arrival, that there were only three bath towels for 5 people!! We left a message immediately on our day of arrival and 4 days later we still hadn't received a return call. Finally and most importantly, the state of the property was disgusting! To the naked eye, it looks as if they only thing that had been done was that bedding had been changed and the towels that we did have were clean. Floors were dirty, surfaces were dirty, the fridge hadn't been wiped over, fingermarks all over mirrors and kitchen door handles. The Bin was black at the bottom where it had never been cleaned out. Cobwebs were hanging from ceilings, the fire place and the front room window which also had dead insects all over the inside window sill. We can appreciate this property is not one of your high end rentals but we had no option, as we were late bookers, to take it as it was close to where our parents live. However, there are absolutely no excuses for the house to be so unhygienic, especially as Covid is still a national isssue. Our first hour of our holiday in Wales was spent cleaning the house which I'm sure you can appreciate, somebody was already paid to do before our arrival. At this point we would like to inform you that we abandoned our holiday on Monday the 16th August due to a positive lateral flow test result (we all tested negative prior to leaving home). One of our sons began to be very unwell on Sunday the 15th August. Since then two other members of our family have contracted Covid which have been confirmed with PCR tests. It is coincidental, especially as none of our friends, family or work colleagues have shown any symptoms of covid or tested positive as we've had to trace our whereabouts with the government and the NHS. To sauy we are disappointed and angry is an understatement. We await your comments.
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Jacqui - Verified booking
The cottage itself was lovely and very well equipped and comfortable, one of the best I've stayed in.
It was very clean and clearly a lot of thought has gone into guest comfort. The location is beautiful. What I didn't like was the lack of privacy. CCTV recording video and audio at the front. CCTV on the back garden. Neither were declared in the listing even though Sykes say it should be disclosed. Fortunately the hot tub is around the side and not covered by CCTV. Over zealous and very bright security lights made sitting outside in the evening with a glass of wine to enjoy the fading light impossible as they come on at the slightest of movements. This was a disappointment as it's a great spot for night sky gazing. Ditto for enjoying the hot tub after the kids have gone to bed. No screening between the neighbours conservatory which abuts the boundary so the neighbours were sat a few feet away looking straight into the garden. There was an odd and seemingly unnecessary mention of sex offenders in the guest information folder which my daughter read. I hadn't expected to be explaining to a 10 year old what a sex offender is on the first night of my holiday. The information on wild boar was interesting and informative. The hot tub almost certainly was not serviced during our stay. It had reasonable use as there were 5 of us but despite diligent showering beforehand by the 5th evening the water was cloudy and it had a very unpleasant smell. We left on day 6 so no idea if it was serviced after this. We pretty much only ever book properties with hot tubs and have never previously had issues with water quality or smell. It was too cold to use on the first evening presumably due to a change of water so don't expect to relax in it soon after arrival. When usable it was a great addition. On the whole what should have been a wonderful stay in a beautiful cottage didn't feel particularly relaxing particularly when using the outside space. I'm aware I could have cancelled on arrival as the CCTV was not declared however this wasn't a realistic option after a 7.5 hour journey with three young children. It's not particularly clear from the listing whether there's a dining table which almost put me off booking as we always eat meals at the table as a family. There is dining table with two benches and a fold up chair which was perfectly adequate for dining.
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Janine - Verified booking
A really disappointing stay!
The cottage lacked a lot of things on a very basic level and itâs description and rating is not accurate! Itâs a 3 tick/star at best! Not worth the money charged. 1st disappointment nothing at all to welcome you not even a pint of milk, no towels, no dishwasher tablets and absolutely nothing to light the fire! Yes itâs June but this cottage is in the mountains and it was12 degrees. The cottage is old and cold so does need heating. There wasnât even any toilet roll in the downstairs toilet. The cupboards still had the last guests finger prints all over them (glass cupboards)! Itâs not an enclosed property there is no gate on the front nor back so not safe for dogs given your on the main road. There is a gate to the main land the two properties are on but itâs dangerous to close this for the other cottage needs access and itâs on a sharp bend of a fast road so you need to turn in quickly. Parts of the cottage remain unfinished with skirting boards dirty and not even painted. It lacks warmth in its general appearance, a rug in the living room would help. The basic appliances were minimalistic (a 2 ring cooker) and what utensils it had were lacking (no scissors) or poor quality (tin opener that doesnât open tins). Biggest disappointment was the garden because it was shared with the neighbours (not advertised as such) and only has one large bench so if they are out you canât use it. Even if they are not out you have to have your dogs on a lead at all times (and there is no grassed area for them)! We didnât even get a dog bowl! I could go on. A very disappointing stay and poor response from Sykes customer service. We finally got towels, a bath/shower floor mat and dishwasher tablets. Itâs such a shame because a few little things That would not cost much to do could Make a huge difference to the customer service. A welcome pack for owners and dogs, a rug, a starter kit for the fire, an iron, a hairdryer, a dustpan & brush and painting it properly could make a difference! Value your guests they are paying a lot of money! The cottage is in a beautiful area just a shame itâs not that great to stay in it!
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