“We arrived to a freezing cold house as the thermostat had been turned off.”
We turned the heating on when we arrived, but the radiators were just tepid. We had to sit under blankets on the sofa on the first evening and could see our breath as it was so cold! We expected that the heating would have kicked in by the following day, but there was still no improvement. The pans in the kitchen were also not fit for purpose as they were rusty and ruined the scrambled eggs we tried to make on Saturday morning. The shower upstairs was dirty and clogged with pubic hair. We had to clean this as well before we could use it. Sinks and baths were also dirty around the taps and also needed cleaning too.When we came back after a day at Beamish on Saturday evening the heating still was not fit for purpose and the hot tub water was green and smelly. This was very disappointing as the main reason we booked Prudhoe Cottage was as a treat for our granddaughter who has had a difficult year with type 1 diabetes and she never got to go in it. We called out the maintenance man who, to his credit, fixed the boiler, cleaned the hot tub and got us some new pans. Despite this we felt very disappointed as these things could and should have been sorted before we arrived and it ruined the start of the holiday for the rest of our family who were only there for two nights. We had no recycling bin either as described in the information book.
Thank you for your feedback.
We take guest comfort seriously and were pleased that our maintenance team responded within an hour of your call.
Heating: we are sorry to hear that the heating did not come on - it was tested the previous day and there were no issues. We are pleased that Ryan got the heating working straight away.
Hot Tub: It was checked and everything was working the day before your arrival so we do not understand what happened - Again we are pleased to hear that Ryan reset the settings and the issue was resolved quickly .
Pans: Apologies for the pans - these were replaced by Ryan during his visit.
Bathrooms: Ryan was keen to sort out the complaint you made regarding the bathroom but was unable to as you wouldn't let him go upstairs to check the issue. We were disappointed to find the damage to the bathroom wall after you had checked out . We understanding that accidents happen, previous guests have always informed us of such damage and offered to cover repair costs, allowing us more time for pre-arrival fixes.
Recycling Bin: We apologise the bin was missing - a new one has been purchased for future guests.
Property Owner
