“We booked Millwood Lodge on the understanding that there was a ground floor bedroom for one of our family members.”
When we arrived that was not the case. There was one step down to one of the rooms plus a step down into the en-suite. The other two downstairs bedrooms were up three steps. The rooms were damp and lacked ventilation so condensation was a huge issue, our clothes were damp when they came out of the wardrobes if the room had a wardrobe or cupboard. Some had just hooks on the wall. Kitchen was missing some utensils and the cafeteria was broken. The oven temperature gauge wasn’t correct so cooking times took longer. There was nowhere for muddy boots and wet coats to hang to dry after our walks. The lounge was not big enough for all of us to sit comfortably together. We had a nice stay but would not go back.
Hello Karen, we are so very sorry that you had an unpleasant experience at the property. We spoke to you on the second day of your booking and on other occasions asking if all was well and to contact us if there were any problems. The only telephone contact from you was on the Saturday when there was a blocked gutter which we rectified immediately. We have had people
calling us prior to their stay asking about access when they have someone with mobility problems, at which point we mention the two steps into the property, two steps up to the two rooms on the right and the one step down to the other bedroom on that floor. There are no rooms with three steps leading up to them. We will work with Sykes to ensure that the steps are noted in the description as transparently as possible.
We have not had any damp issues, all rooms have opening windows for ventilation, and we encourage all guests to air the rooms where
possible. With regard to the oven temperature gauge, we will install a thermometer in it to ensure it always works at the correct temperature. If you had mentioned the utensils and cafetiere we would have replaced them immediately. We will of course look into the point you have raised
relating to the muddy boots and wet coat storage. Had you informed us of any issues you were experiencing, we would have done our very best to
help you, as quickly as possible. Kind regards, David & Caroline
Property Owner
