I wish I could give them zero. I paid £1600 for a week at a house in Campsegret near Bergerac just over a week ago. Everything was falling apart and it hadn’t been looked after for years. Tree root causing subsidence pushing up tiles in the lounge leaving them cracked and broken - a real hazard. House was infested with mice and cockroaches - which I only realised towards the end of the stay after they made an appearance. Pool patio dirty- umbrella's broken, dirty stained pool chairs. Stained bed linen. Towards the end of my stay I awoke to find cockroaches on my bed and live mice in the bin eating food from the bin and living in nooks and crannies in the house. In the last few days found one dead mouse and one live mouse in the pool. The list goes on and on. Sent picture and video evidence to Novasol and they won’t refund a penny. I’ve been with them every year for 5 years. Appalling treatment of a loyal customer. I emailed them while on holiday but they say I didn’t give them an opportunity to rectify things. I can only tell them about these things as they happen. We were out a lot sightseeing during the first half of the week so I only spotted these things midway through the holiday. I only spotted the mice and the cockroaches during our last few days. Does that negate the appalling experience I had? I came home covered in cockroach bites and my children had red blotches on them I suspect from the pool. Steer clear. They’re clearly not checking these houses out and if things go wrong they don’t take responsibility. I complained to the owners representative about the floor in the lounge and the poor security of the lounge door upon our arrival on day one and to Novasol midway through the week but it seems that doesn’t count and they won’t refund a penny!
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