“We enjoyed our first stay when this site was under the previous owners and were looking forward to returning; especially as we had not managed to take a break for some 7 years.”
The first cabin we stayed in had a lovely position but was extremely dated with items damaged and scratched; it was also fairly dirty all over, with sinks and showers blocked too. We were making the best and ignoring the down points; we run a wildlife rescue centre so spent most of our time enjoying the wildlife.
On our one and only day out, we received a call asking us to return to the cabin and move all our belongings to another cabin as there was a leaking pipe under the cabin. We didn't really want to cut our day short, have to repack or move cabins and since the leak had been found just after midday, we asked if it could be repaired. They insisted we move and that it could not attempt a repair; funny it was fixed the next morning.
Obviously things happen and items break, but their approach was that they'd given us another cabin and everything was fine, don't worry, it was only a holiday we'd been waiting for, for a very long time. There was an offer of some type of refund, but after move we had no replies from them and to date, no reply or recompense.
Here's a tip, we were a customer and you are not doing us a favour. I may have glossed over it if your attitude hadn't been so poor, hence I took the time to write this.
Hello Rick,
We are very sorry that you experienced some issues during your stay with us here at Stonerush Lakes, the team would not wish for any guest to have any problems during their stay and we are working very hard on making as many improvements as we can on our resorts and within our accommodation.
It was a very unfortunate situation which happened with the leak on the first lodge which you had booked, causing water to continuously rush from the bottom and the water to the lodge had to be turned off and isolated. The leak was repaired the following day.
Under normal circumstances you should have received a further call the following day to ask if you would like to move back into your chosen lodge, so I wholeheartedly apologise to you for this call and offer not happening and this is a fault from our side. We do however, hope that you enjoyed the lodge which you spent the rest of your holiday in.
We have spoken with our cleaning company and with the owner of the lodge, as they have also spent time carrying out various maintenance jobs.
I would like to assure you that we take our feedback extremely seriously and will always act upon any works or improvements which are needed, including the service which we offer. I do hope that you will make the decision to return again.
Our deepest apologies again Rick,
Kindest regards,
The Team at Charteroak, Stonerush Lakes
Property Owner
