I am posting this due to the fact at Sykes has been investigating this complaint since 2nd October, and despite transferring it to a staff member on the 14th, I have still not received an satisfactory response. Oh yes, I have received 5 emails, either acknowledging receipt or asking me for feedback. Feedback indeed, what do they call the first email on the 2nd which was in response to their first request? Yesterday I received one asking me to grade them. I thought it had come from Sykes, but when I clicked "send", it was a Trust Pilot review!
I had booked the accommodation, then looked on Trip - big mistake, should have done that first. There was one review detailing, dirty condition, dirty bins and a broken step. After I had sent Sykes email on 2nd October, I accessed Trip and, hey presto, the Review had disappeared.
2a Bridge Apartment - Masham
We are appalled at the condition in which we found this premise, especially as I had contacted Sykes previously and made them aware of a Trip Advisor Review and their telephone assurance that the premise was clean.
Fortunately, having received their "standard" email recommendations prior to our visit, I took cleaning equipment with us.
Sunday 27th September
Worktop dirty - bits of food
Cutlery drawer contained "bits" and the cutlery was streaky
Sink was stained and the drainer dirty - black mould behind the sink
Laminated floor had been swept, but was grubby
Bedroom furniture was dusty
This necessitated, as I am sure you will understand, the cleaning of everything listed - apart from the floor, I left that. I do not expect to spend the first hours of a holiday cleaning.
Monday 28th September.
The shower rail, controls and walls were streaky so I sprayed these with my cleaner. I also sprayed the showerhead. Black mould came off onto the cleaning cloth.
When I complained to Sykes I attached a photograph of the black mould on the cloth I used to clean the showerhead. I don't know about catching Corvid 19 from unclean premises, I think we were more likely to catch Legionnaire's disease from the thick black mould: this is only part of the mould, I left the remainder on the head. This is a serious health risk. It made us shudder to consider the implications if we had used it.
I telephoned the Owner, who assured me the Cleaner had visited the premises "the day before"; after viewing the photograph I sent him, as she lived locally, he asked her to visit and replace the showerhead.
A young lady arrived, informing us that she is not his Cleaner, she sorts out any problems that arise: that he employs Contract Cleaners. Her comments were that she was as appalled as we were at the condition of the premise. She changed the showerhead, cleaned the cutlery drawer. She - of course - agreed that I should not have had to clean the premises.
There is an instruction, on a Blackboard, about placing rubbish in the outside bin and ensuring a brick is kept on top as the pub dog raids it! Collection day being Tuesday. No collection Tuesday. When we returned to the premise on Wednesday, the lid was off the bin and rubbish was strewn around. Because we had not used the dustbin we left it, it was disgusting. Due to this, when we vacated the premise today, we removed our rubbish sack from the kitchen bin, and left it in the kitchen, leaving a note as to the reason for the "Cleaner". The bottom of the kitchen bin is filthy and smells disgusting.
One more point, the damaged steps leading down to the premise which Sykes had assured me would be repaired when the Owner visits. Comments in the Visitors' Book detailing the damage to these steps go back to 2016.