“The park itself was peaceful well kept and the staff were pleasant and welcoming.”
However, the property we stayed in was a great disappointment.
There was mould on the bathroom walls and the shower screen was broken as well as the plug, so we were unable to have a shower without soaking the floor.
The condition and state of the kitchen was far from what was advertised with wood rot or mould on the worktops, particularly around the sink where years of being soaked had gone untreated.
The bed was dated and very uncomfortable, providing little support, to the point where the ...
However, the property we stayed in was a great disappointment.
There was mould on the bathroom walls and the shower screen was broken as well as the plug, so we were unable to have a shower without soaking the floor.
The condition and state of the kitchen was far from what was advertised with wood rot or mould on the worktops, particularly around the sink where years of being soaked had gone untreated.
The bed was dated and very uncomfortable, providing little support, to the point where the sofa was a preferred option for one of us.
It was on the second day that we discovered the most disturbing issue the lodge suffered.
When opening the dishwasher door the kick-board came away from the cupboards to reveal 4 or more rat traps and trays of poison. The floor was covered with old and fresh mouse and rat droppings.
It was disgusting and very unhygienic.
The fact the owners were clearly aware of a problem but were happy for customers to live and eat amongst this health hazard was concerning, especially when paying a premium for the privilege.
This problem should have been addressed and not covered up at the potential cost of customers health.
I believe this property is for sale which might explain the reluctance to properly maintain, but it is unforgivable to put profit above the customers well being.
This thoroughly spoilt our holiday.
We have of course taken photos if required on request.
Thank you so much for leaving us your thoughts Jon, we really do appreciate it. It was lovely to hear you found our customer service members to be welcoming and the resort peaceful and tranquil.
I am however, truly sorry to hear that you did not have the best experience in your chosen lodge and to read the maintenance issues and concerns which you experienced. I have passed these items to our maintenance team as well as to the owner and I am sorry that this was something which you had to arrive to.
The guest experience manager and the teams work very hard to ensure that all of our guests have an amazing stay with us and receive the best possible experience and it is very disheartening when we receive feedback like this, as we obviously do not wish for any guests to feel disappointed with their stay.
I am also sorry to hear that you would not like to return back and stay with us again. Should you change your mind, please do let us know and we will ensure that your future stay with us is far more relaxing.
Sally, Guest Services, Charteroak
Property Owner
