“Property was beautiful, clean and people were friendly.”
However the sinks, bath and showers were very slow to drain away and there was smell coming from the drain outside of front door. There wasn't any comfortable garden furniture to use, it was overgrown and one seat appeared broken.
When booking we wanted somewhere our dogs could come and for us to be able to relax, unfortunately our dogs were constantly on edge because of a number of dogs at the neighbours property constantly barking at the fence between. Also the owners appeared to have several dogs of their own that also came barking at the fence to the garden area we had access to. Also when booking we did understand that it was a working farm, but didn't expect to be right at the main gate that was in constant use by tractors, vans, horses, people etc. It was far to busy for us to relax and we felt we had no privacy. Because of all of the above we cut short our holiday to return home 3 days early.
We are genuinely devastated to hear that you didn’t enjoy your stay, particularly as we work very hard to ensure that all of our guests have a lovely and relaxing experience.
We are especially sorry about the issue with the drains. Had you let us know during your stay, we would have investigated it immediately.
In fact, the guests who arrived after you contacted us on arrival about the same issue, and we investigated straight away. We discovered that a woman’s sanitary towel had caused the blockage, which was responsible for both the slow drainage of the sinks and shower and the smell from the outside drain. We cleared the blockage ourselves that same evening.
There is vehicular access past Hideaway, but it isn’t generally very busy and we would expect only a few vehicles a day to use it. We’re sorry if you found this more intrusive than anticipated.
With regard to our 3 small dogs, they are never left loose around the property. There may have been a couple of occasions when we were bringing them past the hideaways garden that they ran up to the fence, and we apologise if this unsettled your dogs. We certainly wouldn’t want anyone to feel uncomfortable. The neighbours are conscientious to take their dogs in if Hideaway guests dogs are in the garden.
We’re also sorry you felt the garden furniture wasn’t comfortable. It is rattan-style furniture, and we provide multiple cushions in the utility room for guests to use for additional comfort. We wish you had mentioned this to us, as we would have been very happy to help.
It is such a shame that, in the couple of text messages I sent during your stay, you didn’t mention any of these concerns. We genuinely would have done everything we could to put things right at the time. We pride ourselves on being approachable and responsive, and we want our guests to enjoy their time with us.
We are very sorry that you decided to cut your holiday short, we truly would have happily sorted any problems that we were aware of.
Claire
Property Owner
