Mr Brown, March 2020
As Mrs Mcmahon has described in her review, we also arrived to find the cottage cold and was given the exact same information.. We were told by the owner that the underfloor heating in the kitchen / lounge area was not working and needed significant repairs (the whole floor needed to be taken up). The heating in the hall, bathroom and bedroom was inadequate.
We had to light the gas stove first thing in the morning and return to bed waiting for the lounge area to warm up. This would take sometime to reach a reasonable temperature in the lounge area.
There is a notice asking guests not to leave the gas stove on whilst away from the cottage and as the property is so poorly insulated it becomes very cold very quickly. On our return each day the gas stove was the only heating available, and again, it took sometime to warm the main room through.
The bed was most uncomfortable and clearly needed to be replaced. The owner is aware of this too. Guests also need a torch in the dark evenings as it is quite dark from the car park area to the cottage door.
We did mention on our departure these issues with the owner and were informed that the cottage would not be available over the winter months.
What makes matters much worse is the fact that we contacted Sykes to inform them of the situation and asked them to amend their website accordingly so that any future guests could take this into consideration. The customer service advisor was really rude, saying that it was the guests responsibility to ask the owner for additional heating. This wasn't the point we were trying to make. We were merely suggesting that future guests would be aware of the problem before booking. It was clear from the website that Sykes were still advertising the cottage in the winter months, contrary to what we had been told.
Since our first discussion with Sykes, we have asked to speak to a supervisor. We have spoken to Sykes on four occasions and been promised return calls twice and no one has either investigated the situation, changed the website, or returned a call. This is really poor customer service.