Paradise699758
January 2023
Our first day of a five day stay was completely ruined as the log fire did not work, there wasn't heating in the main bedroom and the WiFi wasn't working! Worse still, Sandra Robinson, the owner, refused to take phone was eventually calls and would only text which was very inconvenient and inhospitable. To my shock, I found out the next day that she was holidaying in South Africa and had not even bothered to delegate hosting to her housekeeper/someone else in her absence!
As a result, we tried calling and texting at 6.30pm on Day 1, but did not get any 'help' until 8.30am the next morning (a very brief and unhelpful text message from an owner too busy holidaying to worry about our plight).
By this time, my vulnerable, heavily pregnant wife, who suffers from sinus issues and is used to very warm rooms, had to sleep in a cold room we weren't able to enjoy even the basic amenity of Wifi and watching a movie on Netflix. We would have been 100X better off staying home!!!
When we text back to explain she hadn't solved the problems, she took another 4 hours to reply!
Claire, the housekeeper, eventually arrived in the afternoon of Day 2. She couldn't solve the kindling issue. It was only after we rang around friends to get ideas and suggested getting firelighter cubes that we were able to finally get the fire going at 3pm.
Claire was brilliant. She would answer the phone and respond to messages within minutes. She fixed the Wifi, got us an electric heater for the bedroom, etc. She was the hostess Sandra should have been and salvaged the rest of our stay.
Naturally we demanded a refund for our completely wasted and stressful first day and night when the owner was not available and was not able to solve our problems until well into Day 2.
To our utter shock, she point blank refused to issue a refund, sufficing with the briefest and most indifferent of apologies ('I'm sorry for your trouble but...').
We were equally disappointed with Sykes who refused to refund from their ample coffers and don't even have the power to enforce a refund in such circumstances (even when their agents sympathetically agreed with us that the owner ought to refund). Pathetic.
In 20 years of regular cottage holidays, I've never experienced such negligence or indifference from the owner or company. I just hope this review will warm holiday goers to steer away from Sandra Robinson, and I hope Sykes revise their ridiculous policies on this issue. They're more than happy to profit from our bookings, but stingily avoid responsibility when the holiday goes horribly wrong.