“Although the house itself is lovely, modern and spacious, it’s apparent that the owners take little care or time in maintaining the upkeep of it, as well as keeping the information for their guests up to date.”
Upon arrival at the property we were unable to access the key from the key safe as we had been given the wrong code. Therefore I had to waste precious holiday time trying to get hold of someone from Sykes to obtain the correct code. I eventually spoke to the owner who gave me the correct code and blamed Sykes for giving me the incorrect number one. On entering the property we were pleased with the layout, space, cleanliness, view etc but soon realised several issues with the property. Firstly we ...
Upon arrival at the property we were unable to access the key from the key safe as we had been given the wrong code. Therefore I had to waste precious holiday time trying to get hold of someone from Sykes to obtain the correct code. I eventually spoke to the owner who gave me the correct code and blamed Sykes for giving me the incorrect number one. On entering the property we were pleased with the layout, space, cleanliness, view etc but soon realised several issues with the property. Firstly we realised none of the remotes for the tvs were working (batteries eroded inside some of them). We were able to fix one for the lounge tv but had no luck with the ‘snug’ tv. Thankfully the weather was glorious so there wasn’t much tv watching. We then realised that none of the control panels for the velux windows were working, therefore we were unable to open the windows in the kitchen/dining/lounge area and close the blind in the master bedroom. Therefore we were woken up at sunrise every morning!! On the Saturday evening, after a day at the beach, we realised we had no hot water!!!! Therefore we all had to have ice cold showers and give our boys (age 3 & 6) a ‘bath’ in the kitchen sink using hot water from the kettle! I contacted Sykes and the owner directly on the Saturday evening but nothing was done to rectify the issue. I then called Sykes again on Sunday morning and eventually heard back from the owner via email, asking me to send photos of the boiler/heating system control panel!! Again, wasting precious holiday time. Luckily, my husband managed to do something to the control panel and the system began to work again, but with no thanks/help from the owner. Also to note, when I was trying to find someone to contact about the windows, blind and hot water, the emergency contact information in the guest information folder was years out of date (confirmed by the disgruntled ex house keeper who wasn’t happy her details were still there!!). The owner finally sent an electrician to the house on Tuesday (4 days after our arrival) who was able to temporarily fix the blind in the bedroom but not open the velux windows. He also mentioned it wasn’t the first time the house had issues with its hot water. And today I received ‘feedback’ from the owner via email about not taking the recycling bins out to the road on the day we left, but he assured me he would not deduct any money from the £300 security deposit I gave him for the ‘inconvenience’ this caused!!! My feedback to the owner (Philip) is that if you want to charge an extortionate amount of money for people to stay in your house then perhaps you should keep on top of its maintenance, and when your customers are as inconvenienced during their stay as we were, due to the numerous issues we encountered, perhaps you could be a bit more helpful and apologetic rather than criticise about a bit of recycling. So would I recommend this property to someone else, absolutely not!!!!
Emma, thanks for your feedback although I have to say I am surprised given our discussions while you were at the house.
If I may firstly address the incorrect code for the keysafe, the code supplied by Sykes was the incorrect one and I advised you at the time, I can only apologise on behalf of Sykes Cottages but I phoned you back within 5 minutes of receiving a message from Sykes and you confirmed that all was well and you had access to the house.
On the TV remotes, our housekeeper checks each one on changeover so I can only apologise if one was not working.
The velux remote and control panel had to be reset, as you alluded to at the time (your email contents below confirm) the bank holiday Monday made it very difficult but we got an electrician to the house on Wednesday morning, he was prepared to go on Tuesday evening but this did not suit you.
Have you had any luck finding an electrician to look at the blind? I appreciate it’s been a bank holiday weekend which may have caused difficulties.
The heating and hot water are all powered by an ASHP with underfloor heating throughout. The reason I asked you to send a photo (at 10.55 am Sunday morning) of the display was to be able to quickly workout a solution and if you recall, I advised what to do, you and your husband followed these instructions and you had adequate hot water thereafter. Your email timed 11.04 am Sunday morning below confirms same… less than 10 mins after my email to you.
Sunday, May 28, 2023 11:04 AM
Subject: Hot water
I think it might be working now
Sent from my iPhone
Finally, it is a condition of the booking that all bins and recycling are wheeled out onto the lane for collection on Friday morning. You neglected to do this and as a result the next guests were greeted with 2 overflowing bins. My email to you was merely stating this fact and that we were not deducting the cost to remove the bins from your security deposit.
I am genuinely sorry that your stay was not as you were expecting, yes there were some areas that we have to improve on and I am sorry that this impacted on your stay but I feel your review is frankly antagonistic and does not fairly represent the events at the time. Property Owner