“My partner and I have placed many bookings with Sykes Cottages over the last 3 years, all at the same site (Charteroaks) in Lanreath, and during this time the service has dropped MASSIVELY.”
Our most recent holiday was ruined.
Upon arriving at the lodge in December, there was a vile pungent smell of drains, before even heading inside the place. Once we got inside, we immediately wanted to leave and due to the awful, dilapidated conditions it was left in. It's evident that this lodge had not been cleaned for MONTHS - there's reviews as far back as October 2022 with the same issues!
There was black mould absolutely everywhere, from the slatted blinds in the bedrooms, to the ceiling in the bathroom, to black sludge around the showers/radiators - mainly in the master bedroom but mould absolutely everywhere throughout the property.
The paint was peeling in most places, there was also what looked to be a massive red wine stain on a child's highchair (no idea why this was even left in the lodge). Cobwebs in every single room, from above the large glass doors in the living room, to each bedroom. Thick dust along the skirting boards and the carpet in the master bedroom was warped/uneven - possibly due to leaks from the skylight above.
We tried to contact both the owners and someone on site to move us immediately, however although they state a '24/7 helpline' no one was there for us upon arriving Saturday evening, nor most of Sunday. Sykes managed to finally locate us a property Sunday evening to move into on the Monday - halfway through our holiday.
My partner and I first stayed in this lodge back in March 2020; it was our first holiday together and we'd never visited the site before. We were blown away at how beautiful the site and the lodge were, and how service was the main focus. When we visited recently in December 2022, this has ruined it completely and we probably will not stay again; and strongly encourage others to avoid the site entirely, at least this lodge as it is a health hazard.
Thank you for your feedback following your recent stay with us in December, it is disappointing to read that you were let down on your returning visit with us.
I am truly sorry for the experience which you had, and this is not something that we wish for any of our guests to endure. Please be assured that the feedback from your stay with regards to the smell and conditions have been passed on and these have been rectified immediately.
I am so sorry to hear that the cleaning was not up to an acceptable standard, we are currently working closely with our housekeeping team and have seen large improvement in this area since your stay with us.
We have only recently taken over the management of the resort and are in the process of currently organising refurbishing works throughout our site in order to create a more enjoyable holiday for all our future guests and I am sorry you were unable to experience this. We are working very hard in order to deliver excellent customer service and this has been followed since the new year with pre and post arrivals being made to all guests staying to ensure they have the correct contact information for ourselves should there be any issues on site. We are also in the process of renovation works to the Old Mill restaurant to create a welcoming reception for guests to check in to and have a more personable experience when requiring help during their stay.
Thank you again for leaving your honest feedback, as this is very valuable in order for us to make the improvements which are needed. Hopefully, we will have the opportunity in the future to show you the differences which are being made Property Owner