I had a very disappointing experience with the customer service when trying to resolve an issue with a holiday rental.
Upon arrival at the property, we found multiple cleanliness issues including dirty cutlery with visible food residue, debris and rubbish on the floors and food remnants under furniture. There were also several basic amenities missing that you would reasonably expect in serviced accommodation.
After our stay, the property attempted to charge us an additional £93.80 cleaning fee due to some cups being left in the sink and dishes in the dishwasher which would have been cleaned if we had been left with dishwasher tablets or washing up liquid. This was a shock considering the condition the lodge had been left in for us. I disputed this and provided photographs taken at check-in as evidence.
While the charge was eventually returned to my account, the handling of the complaint has been extremely poor. I was told on 4 February that the matter was being investigated, and I followed up again on 23 February requesting an update. I sent a third request a few days ago for an update on this but still no response. I have received no communication regarding the outcome of the investigation or the concerns I raised about the property. It is now 10th March.
It is disappointing that over a month later there has been no follow-up or explanation. This is a clear lack of communication from customer support.
Based on this experience, I would expect far better communication and accountability when customers raise legitimate concerns.
The lodge we stayed in was nice but the customer service received is unacceptable. I would not advise you book with this company.
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