“Good afternoon
Today I returned from a 4 night stay in Betony Bamburgh
Although the location of the property was amazing I was totally appalled at the standard of cleanliness
Despite asking for an early check in which was refused due to Covid cleaning we arrived in the dark … no lighting outside to find key when entering the property it was freezing cold no heating on and I had 2 young children
The floor was not cleaned properly furniture has obviously not been moved rubbish behind units … the cobwebs on ceilings in both rooms huge !”
!!
The bedding was stained as were the duvets
The mattress on the en-suite room was extremely uncomfortable as the springs had gone
The crockery in the kitchen was all chipped …we cleaned the floor and washed the bedding the next day as we were unsure it was actually clean
Considering the amount we paid to stay it was not acceptable ewe should have had a five star experience
Dear Mrs M . I am very sorry to hear you have had a disappointing experience staying in our lodge and i can also see the standard has not been high enough for some weeks now . please accept my apologies . I have had a meeting this morning with the cleaning company who service the lodge and have been assured of a better standard going forward .
To address your concerns in order: I have no idea why you were not allowed an early check in as the lodge was ready two days earlier and I gave permission over the phone for the next door guests to arrive in the day light so no reason for you not to be offered the same .The outside lighting is an issue I agree and I have a meeting with the electrician to install some PIR units ,the cobwebs I m afraid are 24 feet up and beyond the remit of the cleaners but I will organize someone to remove them .I have ordered a new mattress for the en suite bed ,and had a conversation with the cleaning company about the stains you mentioned, the chipped crockery has been replaced , we have a large amount of it but Im afraid it does chip rather easily when clattered in and out of the dishwasher,it looks good as a service but has not met the demands of its remit !!!! but should have been checked prior to your stay .
Over all, I would have preferred if you had contacted me at the beginning of your stay and made me aware of your concerns so that i could have done something about it at the time and you would not have left with a bad feeling .
once again please accept my apologies for your concerns , ready 2 days you arrived to deliver the christmas tree and i set the heating to 22 degress so i am not sure why you were cold on arrival
Property Owner
