“Unfortunately, on arrival and after checking the property over ,l discovered the mattress on the bed in the 2nd floor bedroom was so badly stained and disgusting that we were not going to sleep on it .”
We have stayed in Dartmouth for many years and have never seen such a dirty ,unhygienic mattress?The mattress protector was thin and useless at protecting the mattress, l had seen stains on the sheet and pulled it back to reveal the stained protector and then the mattress. After contacting Sykes and feeling anxious as to how this could be solved on a Saturday afternoon, l had to wait over 2 hours for another mattress to be brought in . Unfortunately it was the wrong size ,too small for the bed ...
We have stayed in Dartmouth for many years and have never seen such a dirty ,unhygienic mattress?The mattress protector was thin and useless at protecting the mattress, l had seen stains on the sheet and pulled it back to reveal the stained protector and then the mattress. After contacting Sykes and feeling anxious as to how this could be solved on a Saturday afternoon, l had to wait over 2 hours for another mattress to be brought in . Unfortunately it was the wrong size ,too small for the bed frame and creaked unbearably all week. This was not what l had expected at all when l booked the property and ruined the start of my holiday. The house is lovely and in a great position but this shouldn’t have happened .Whoever cleaned the property should’ve checked that the beds were fit for purpose . After Covid , l assumed hygiene was very important ?
Many thanks for taking the time to leave your feedback. We apologise for the issue you encountered with the mattress. I can confirm that the issue has been addressed and there is now a brand new mattress at the property. We agree that a stained mattress is unacceptable, which is why we worked so hard to supply a replacement as quickly as possible. I’m sure you will appreciate that there is nowhere in Dartmouth to purchase a new mattress which unfortunately meant, within the time frame available, we could only supply a double as a replacement. We understand you were informed that the alternative mattress was not king size and you were offered the opportunity to move to an alternative property, which you declined. We are surprised you mentioned the linen and mattress protector were also stained as we did not find this to be the case. Cleanliness and hygiene are our priority and of the utmost importance and we are truly sorry the mattress did not meet our usual high standards. We do hope you still managed to enjoy your stay at Middle Watch and all that Dartmouth has to offer.
Property Owner