“We booked with Northumbria Cottages multiple times over the past few years, but do not feel this property met the usual standards we have previously experienced, especially due to the premium price tag for this property.”
On arrival there was no cot in the property, even though this had been requested and confirmed on the booking, luckily this was quickly resolved by the local team and a cot was delivered, but was not a great start.
We contacted you on Sunday about a few issues. When we got no response, we sent a facebook message on Tuesday, this resulted in a phone call on Wednesday saying they would send someone round to have a look at the issues raised and we left the key on the box so they could access the ...
On arrival there was no cot in the property, even though this had been requested and confirmed on the booking, luckily this was quickly resolved by the local team and a cot was delivered, but was not a great start.
We contacted you on Sunday about a few issues. When we got no response, we sent a facebook message on Tuesday, this resulted in a phone call on Wednesday saying they would send someone round to have a look at the issues raised and we left the key on the box so they could access the property, we also re-sent the email. There was then no further contact so we sent another facebook message on Thursday, then got a phone call while we had no signal and left an answer machine message saying they were outside, but did not attempt to enter the property using the key in the keybox despite you agreeing to do this during our phone conversation. On Friday we sent further facebook message, the only response was to contact the local team on the email address we had previously said we were using but had no response.
During the stay we noticed the following issue which were raised:
Cleanliness - the property was in need of deep clean - here are some examples:
Toothbrush holders were dirty
Towel rails thick with dust
Sand/crumbs in the corners of hard floor rooms
Cobwebs and flies in the window frames
Kitchen cupboards had crumbs in
Cooker hood dusty
Kitchen bin was dirty and had waste from previous guest
Electric blind on the top floor was stuck in the down position and could not be opened (not great for a seaview property)
Foul drain smell coming from the utility room that filled the hallway and stairs
En suite shower in the downstairs bedroom was slow draining
Lack of hot water - the property can sleep 6, but we were having cold showers after 3 people had showered.
After 3 weeks of trying to contact Northumbria coast and country cottages, still unresolved, we are disappointed.
Keildon is a beautiful property in a perfect setting but needs a lot of these things resolving to make it worth the premium price tag.
Dear Anna. We are very sorry to hear you were so disappointed with your experience at Keildon. We take your feedback extremely seriously. Holidays are so precious and we recognise that small matters can spoil a person’s time away. We are also very aware that future guests rely on feedback to assess whether they wish to stay in a particular property. We met with Northumbria Coast & Country last weekend as we were so concerned about the situation and wanted to satisfy ourselves that your complaints were being properly dealt with. We were reassured by them that all the issues raised in your feedback had been resolved to your satisfaction such that you would in fact stay again. We were really pleased to hear this but apologise once again that you were not 100% happy during your stay in our property.
Property Owner
