“It was a surprise to arrive at the arrival time of 4.”
00pm and find the cleaners still cleaning. It was really inconvenient as we had a family group of nine with small children. The cleaning was hurried, left dead flowers, dishwasher needed salt etc. There was no welcome letter or pack, not even a pint of milk ! For a weekend stay costing £1500 that is really poor. The house was great, everything you need, comfortable and in a good location. Just disappointed it was not as clean as it should have been.
Thank you for leaving feedback and we are pleased at least that you enjoyed the house itself and all of its amenities on the wonderful Suffolk Coast. We changed our changeover team within the last 6 weeks and to date, our experience has been good. I can see that they let you down. They should absolutely have finished the clean before 4pm and should not have finished in a hurry.We asked them why this had happened and their reponse was as follows:-
"I do apologise for this however the team do their best to reach the check in times however that day they could of hit traffic or something like that so we will always try and be gone but please note that they can come up against things throughout their day which can result in them getting behind, which doesn’t happen often at all which is very unfortunate it happened on this day"
I do hope that this is an isolated incident.
There is a “welcome pack” of sorts that we provide to every guest, which is in the form of a bottle of prosecco and some cookies or chocolates. We used to leave a pint of milk for guests but found that this was only sometimes used (and if not used then it became waste) and so stopped this. We will certainly investigate doing so again with our new changerover team. A review prior to yours (not published) actually mentioned the excellent welcome guide – and there certainly is one, with a wide array of information relating to appliances, recycling, minicab services, restaurants, shops and including a very personal and detailed description of what we, the owners, enjoy doing when we are there for the weekend. I am mortified that this was not there for you and cannot explain it, as it exists and I myself have used it many times.
Needless to say, we are investigating why and how our usually high standards were not maintained for your stay and will take every step to ensure there is no repeat. Property Owner