“On arrival, we were very pleased with the property overall.”
The garden was lovely and the facilities were good.
However when my parents, who were using the annexe side of the property went for a shower, they found they had no hot water. I phoned the emergency phone number in the folder provided, and spoke to a lovely lady, she apologised and said although she wasn't looking after the property that day, she would contact the owner, however they would unlikely be able to send anyone out that day and would probably be the following day. This was fine. The following day we saw no one and I called again. Explaining that my mum was disabled and needed the down stairs facilities, the whole reason we loved the annexe. She then said she would call the owner again. Called back and said the owner had tried to remotely fix this via the App, and to leave it whilst it reset. We did this still no hot water we are now into day three. I messaged but there was no reply. After the weekend I was able to call the helpline for yourselves, it was a bank holiday so we had to wait until the Tuesday. Once I had logged the complaint with you. It was very quickly sorted and within an hour, we had someone from the neighbouring farm to have a look. Thankfully he did manage to fix the problem quite quickly and hot water was restored. I was very disappointed that it took until day 4 for this to be sorted especially as I had told the emergency contact that we needed the downstairs facilities. My poor mum couldn't shower, and it was a very hot few days. We had paid for a facility that we couldn't use for the majority of our stay.
Thank you for your feedback. We are pleased to hear that you enjoyed the property, garden and facilities overall, but we are very sorry that your stay was affected by the hot water issue in the annexe.
We completely understand how frustrating this must have been, particularly given your mum’s mobility needs and the warm weather during your stay.
Unfortunately, we were not made aware of the ongoing issue by our management company. As soon as we were notified, we arranged for someone to attend, and the hot water was restored shortly afterwards. Had we been aware sooner, we would have acted immediately.
We sincerely apologise for the inconvenience caused and are reviewing the communication process to help ensure issues are escalated more effectively in future.
Thank you again for your feedback and for highlighting this matter.
Property Owner
