“Have very mixed impressions after our week long stay.”
Many things were great: the park, the hot tub, the fact that other dogs were on lead, the lodge itself. However housekeeping and maintenance was erratic and inconsistent: we had to clean black mould in the ensuite bathroom before we dared to use a shower, there was black mould on the ceiling in both bathrooms and our car park became a puddle after rain. It was very difiicult to pack our stuff in a car while wading through ankle deep mud on the day of departure. I reported the bathroom issue on the 2nd day of our stay and said that wr needed to use a shower after using a hot tub, so I cleaned it. I also asked for a different hoover as one in property was overfilled and smelled unfresh, and a dustpan to be able to clean around the fire. None of my requests were actioned. I heard an apology for mould, but there was no real follow up on other things. In overall we are not sure if we are going to be back. The lodge has a lot of potential and it is a great shame that it is not looked after properly. Hot tub was excellent, hot on arrival and monitored daily. I believe it is maintained by an external contractor. Also some things in the lodge were broked: the kitchen recycling bin had a broken lid and a lounge radiator valve was detached! One of the sofas still needs attention as mentioned in a previous review. We paid just under £500 for a week, does this jusify poor state of the lodge and lack of staff attention? Perhaps things are let slip in quieter season. Only giving 2 points for maintenance for the hot tub. Really disappointed with customer service and poor level of cleanliness. The welcome pack was nice, but not enough for a week stay, we had to buy a lot of household products ourselves.
Thank you for your feedback following your stay with us at 14 Stonerush Valley, we really appreciate your time. I am so sorry to hear of the issues you found during your holiday with us, we would not wish for any of our guests to feel disappointed. As a team at Charteroak, we do work incredibly hard to ensure that the lodges are ready and to a particular standard before every guests arrival. On this occasion I feel that some items have been missed, despite the efforts from the team on site who helped, by raising the items to relevant departments during your stay. I am sincerely sorry for any frustration or upset caused by this during your stay, and I really do hope that despite the issues, you were able to enjoy yourselves whilst with us. Best wishes, Martha, Guest Experience Manager
Property Owner
