“We arrived early evening on a Friday to find no hot water and the most complicated heating system ever seen.”
No instructions or guidance at all from Charteroak. I happened to have kept the number of them from the days before when they called to check on us coming. A plumber was called but we were told "maybe tonight if not tomorrow" but luckily he turned up. Now when someone enters and says "I'm always here, it's the same fault but they wont pay for the repair", alarm bells ring and frustration builds. I was shown how to reset a trip switch inside an electrical control panel (cover removed) running ...
No instructions or guidance at all from Charteroak. I happened to have kept the number of them from the days before when they called to check on us coming. A plumber was called but we were told "maybe tonight if not tomorrow" but luckily he turned up. Now when someone enters and says "I'm always here, it's the same fault but they wont pay for the repair", alarm bells ring and frustration builds. I was shown how to reset a trip switch inside an electrical control panel (cover removed) running multiple areas of 240 volts for me to touch. We then faced the hot water tripping around 3 times a day. On top of this, the fridge was not cooling properly and the control were broken. The extractor fan above the hob was on full and the controls were broken. Some lights were out and on the deck, half the lights didn't work. For the money paid, we felt very disappointed and a complaint has been made to Sykes as the booking agent. The location of the site and this property were stunning but let down by the ever present faults and issues that really should have been resolved.
We are very sad to read you were disappointed with your stay at our property. We take all feedback very seriously as we look to provide a wonderful stay to all of our guests. The plumber you speak about is a member of the maintenance team and I am looking into further why they stated we refuse to pay for a repair as this is simply untrue.
He has informed us that he did not show any guest how to trip a switch, again this is being looked into further as it is unacceptable behaviour.
With regards to the other matters I have spoken with the team who confirm the following:
We only have record of the issue being reported once, not a 2nd time.
The lights outside are in working order – there are two switches one for each side, we apologise for this not being clear during your stay.
The weather was very hot during your stay which will have had some impact on the fridge temperature, though it is not broken. Upon review, we found no issue with the extractor fan.
Property Owner
