“Sykes Holiday Cottages - Butterchurn - Otterburn
We stayed in the first-floor apartment which was well positioned, well equipped, clean and near the wedding venue we were attending.”
When we arrived however, after an tiring 7 hour drive with our two young grandsons, the keys were not where they were supposed to be (on the windowsill inside). We then repeatedly phoned the number given ( 07768744922) to reach Darren, the owner. The number never answered. After a while we discovered and rang a " fire alarm number" belonging to the cleaner, a nice lady called Joanne who kindly explained how to get into the kitchen of the guesthouse part of the property and get the key to the upstairs apartment which had in fact a different entrance.
We found the property rather cold and given the time of year the heating was not timed to come on early enough in the evening. The information book in the apartment said “heating controls in cupboard” but this was not so.
On the last day Joanne came back to enquire whether we were okay, apologised and gave us some logs for the woodburning stove.
Darren was supposedly on holiday. That may well have been true but he could of course have made himself available wherever he was in the world or at least contacted us himself to apologise.
Overall we did not get value for money and feel justified in not recommending the property. Sykes Holiday Cottages should have seen to it that the description given of the property tallied with the facts. The book inside the apartment was also inaccurate. We suggest a financial compensation of sorts should be considered.
Thank you for your feedback. I’m sorry to hear that you don’t feel that you could recommend my apartment , this is far from typical, as everyone who has stayed has commented how lovely it is. I’m delighted that you found the accommodation clean, very well equipped and well appointed and our representative lovely.
It is most regrettable that in error, the key was not left out for you on the windowsill and I can only apologise for this simple oversight. but, I understand that you were able to contact joanne who was able to tell you how to obtain the key. We try extremely hard to get things right for our guests and this was a simple oversight of our apartment cleaner. It was however available to you onsite momentarily
The apartment was supplied with kindling, sticks, fire lighters and matches. You notified joanne at 4pm on arrival that the apartment was colder than you’d have liked. It is usual for the heating to kick in automatically at 5.30pm and guests are usually out all day and therefore, it has never proved an issue. The heating was timed to come on 7.30-9-30 and 12.30-2.30 and 5.30 - 10-30 and does not fall below 16oC. As soon as joanne was advised I boosted the heating to come on immediately and I adjusted the timings for the remainder of your stay remotely and you confirmed that the central heating had kicked in. I understand that later joanne checked in with you and provided additional logs and more than sufficient to last the duration of your stay. In future I will ensure that the log burner is lit for guest arrivals , such is my expectation. The notes in the book are intended to let guests know that they can switch the heating off from the cupboard and I will review and amend this description on my return. Thanks for bringing it to my attention.
At the time you were trying to contact my number I was on a flight to Thailand. My first in 5 years, that wasn’t supposed as you have suggested but actual and I resent your veiled suggestion that we may have been telling untruths. You are assured that had it been within my gift to answer the phone at the time you rang I would have done so, from wherever in the world and I was always available on WhatsApp to joanne to react immediately, with the exception of my flight times. Joanne is not my cleaner but, manages the property in my seldom absence.
Given that the apartment is extremely well presented, immaculate and well equipped and you enjoyed maximum occupancy at an already discounted price and we took immediate and positive action to rectify relatively minor concerns satisfactorily during your stay, I don’t agree that compensation applicable to this case. I thank you again for your feedback and I assure you that the actions that I have discussed will be taken to reduce the risk of recurrence. I completely disagree with your scoring that the property description is inaccurate in anyway, or that the apartment is anything short of immaculate and I note the absence of any adverse commentary to this regard to substantiate your scoring. Your issues were, immediate access not available as described and heating not on at point of arrival and both were actioned asap to keep matters in context and I will ensure that the log burner is lit for arrival. The heating was boosted asap at the time and you had everything to hand to light the log burner however, with hindsight I can appreciate that it would have been better to ensure that it was lit for you.
Property Owner
