“Thank you for your feedback,
Hob - we have had issues previously, but mostly these were due to operator error and the one time the hob wasn't working, an engineer was sent to replace the faulty part.”
The hob was working fine when we were there at Christmas and no issues were reported by previous guests. It is an induction hob (which was selected for safety reasons) and therefore, is more complex to use than a gas or electric one. We recommend that everyone reads the instruction manual provided in the Welcome Folder. We'll ask our cleaner to look at it to make sure there isn't a fault, before incurring the cost of calling out an engineer unnecessarily.
Bed - was made up as a double as our ...
The hob was working fine when we were there at Christmas and no issues were reported by previous guests. It is an induction hob (which was selected for safety reasons) and therefore, is more complex to use than a gas or electric one. We recommend that everyone reads the instruction manual provided in the Welcome Folder. We'll ask our cleaner to look at it to make sure there isn't a fault, before incurring the cost of calling out an engineer unnecessarily.
Bed - was made up as a double as our cleaner had assumed that as the cottage was booked for 4 adults, that's what they'd want. She rectified it within hours of the issue being raised to me and me passing it on to her, despite us currently being out of the country.
Pans - There is a large selection of pans, roasting trays, Pyrex dishes, etc. Again, they were fine when we were there at Christmas and neither previous guests nor our cleaner have not commented.
Drains/Gate - We regularly have the drains cleared by our gardeners, however, due to the constant rain we've experienced recently, and the fact that it all runs down the track and into our property, they can get backed up. The gate opened and closed freely when we were there at Christmas, and neither our cleaner or gardener has commented on this to us. We like people to keep the gate closed, as we've had comments from previous guests about our neighbours dogs getting in. However, if they find the gates difficult to close, or the area is muddy, then obviously we would not expect them still try to close them and cause themselves an injury.
The customer contacted us via email regarding the beds on the day they arrived and the issue was resolved within a matter of hours. Had they contacted us about any of the other issues during their stay, (rather than waiting until after they left and gave us bad feedback), then we could've tried to assist in resolving them.
Our cleaner has checked the hob and it’s working fine. Instructions for how to use it are in the Welcome Folder and the guests clearly located the back-up hob anyway, so were able to cook.
The property had its pre-season clean prior to this arrival and was spotless, photos to evidence this were sent when the clean was completed.
There are more than adequate pans, baking trays, roasting dishes, etc.
The guests contacted us about the mix-up with the beds as soon as they arrived, so it’s disappointing that instead of contacting us regarding their other ‘issues’ during their stay, so that we could rectify them, they decided to just leave us a negative (and completely false) review after they left!
They also failed to mention the 4 glasses they broke!
It’s extremely frustrating when we try so hard to provide excellent facilities and make the cottage a home away from home, that some people seem it ok to leave such poor and completely false feedback!
Property Owner
