“We had a 7 day pre-Christmas holiday at Primrose cottage, which was a miserable mistake!”
First the good parts and there were some:- Nicely decorated and furnished Cottage. Beautiful bedrooms with comfy beds and bathrooms had good showers and baths with plenty of hot water. The hot tub was excellent, privately located and well maintained. Now the not so good…. 1) Every plate and cup we went to use had food debris on them and all pans were covered in grease. 2) The bedroom light glowed all night even though it was switched off, this issue was first feedback in May but is still not fixed. 3) The road past the cottages has a very high level of speeding traffic night and day and you take a real risk when you pull out onto the road. 4) Finally our main concern was the complete lack of heating upstairs and minimal heating downstairs. After several phone messages to the owner who constantly failed to return our calls or keep us updated. We met the heating engineers on their initial visit they were there for an hour and checked the bio boiler and the heating in the other cottages and said that they were really hot and could not understand why Primrose was not working the same. They turned up the pump speed but that did not improve the heating and they stated that there must be a blockage. We phoned the owner and who said that the engineers would be back the next day at 9:00 we stayed in until 10:30 but no one came. We phoned again that evening as the heating was still not working and the owner said the engineers had been out but she did not know what they had done and would find out, she never came back to us and that is when we contacted Sykes for help. Unfortunately Sykes were of no help and the heating was not fixed during our 7 day stay. We had a cold week there and had to keep the log fire on every evening just to keep a reasonable level of warmth downstairs, upstairs was freezing. This is not what we expected after reading reviews on Sykes website and our issue was not resolved. So be aware; Sykes have no Customer servise, they represent the owners not us customers, they did not resolve our issue and offered us a £40 voucher as compensation, which we had already received from our original booking. The owner denied that the heating was not working and all Sykes said was take it up with the Owner!
Thank you for your feedback.
We are sorry to read that you were both disappointed with ours and the owners response to your complaint. The owners were contacted and they advised that they did attend the property on more than one occasion to try and assist you. We did also try and help when you contacted us but understand the resolution offered wasn't to your satisfaction, this was a gesture from us as the owner felt they had done all they could.
The road is shown on the listing and there have been no other negative comments regarding this.
Property Owner
