“This is a really lovely property with many benefits, as you will see from the description and photos but, just to add, the garden is very dog friendly and secure, and the beds were the most comfortable we've slept in on holiday.”
However, there seems to be an ongoing issue with the Wifi. We had no Wifi for the entire duration of our stay. Normally this would not have been too much of an issue but, for this particular holiday we needed Wifi access and we would not have booked this property if we had been aware that there were problems. (We only saw a review of the property dated Sept2024 where the guests also had no Wifi for the week, once we were on holiday.) We, of course, had allowed for possible Wifi connectivity ...
However, there seems to be an ongoing issue with the Wifi. We had no Wifi for the entire duration of our stay. Normally this would not have been too much of an issue but, for this particular holiday we needed Wifi access and we would not have booked this property if we had been aware that there were problems. (We only saw a review of the property dated Sept2024 where the guests also had no Wifi for the week, once we were on holiday.) We, of course, had allowed for possible Wifi connectivity issues due to location but, in this instance the router was not working and needed to be replaced. We reported the problem within minutes of arriving at the property, an engineer visited 5 days later, and a new router arrived 7 days later. We felt that there was significant delay in our communications with the property management customer service team (albeit very polite) as they kept telling us they had to speak to the owners before they could advise on anything; for some reason with this property we were not able to deal with the owners directly. Somewhat unhelpfully at the end of our holiday we were asked if we could fit the new router ourselves when it arrived. Quite frankly we were a bit put out by this suggestion, as the router needed to be fitted in a very awkward space in the boiler cupboard above a door, which you needed a ladder to reach, and we only had 20 hours left at the property having gone without Wifi for the whole week. Four days after our holiday has finished and we are still awaiting a response from customer services. Our data costs for the week for a family of four were significant, we could have had a very nice meal out for what we had to spend on buying extra data. In addition to these costs, this holiday also involved several phone calls and numerous messages to and from customer services (we were in contact daily to try to sort this problem) which, did somewhat spoil what would have been the most fantastic break.
Thank you for taking the time to provide feedback. We are delighted to hear that you liked the property and garden.
The owners were made aware of the WiFi issue on the Monday morning of your stay and sought to find a solution as soon as possible.
The BT line was immediately checked remotely by BT and found to be in working order. An emergency engineer was then organised to attend the property as soon as one was available in the area to check the router and the internal WiFi system.
It has now come to light that the router was not the fault and the problem was due to an external issue with BT Openreach which was out of the owners control.
The WiFi within the property was and is in full working order.
The issue in September was linked to user error.
The owners would like to offer as a good will gesture some compensation for your expenditure on data and inconvenience
Property Owner
