“On arrival the owner had switched off the heating system and the property was freezing.”
Had to go to bed fully clothed including coat. We didn't arrive untill 9.30 so we're unable to sort this. This was fixed the following day. Also knowing we were arriving late it would of been nice to have been left some milk. Every time we have rented a property from sykes and on other sites also there is normally a lovely welcome pack of goodies. There was nothing. The local shops in the area closed very early and we searched high and low for some milk and were unable to get any. Unfortunately we left ours behind. The garden was advertised as dog proof and very safe. I do understand that sykes takes no responsibility of this statement and that is fine. The garden was not safe or secure and our dog got out and this distressed us beyond belief. We rented this specific property as it stated how secure the garden was and how dog friendly it was. No dog treats or bowls etc either. The enclosed garden space and sun room looks like it was attached to the main house when in fact it is down a very steep unsecure path. We then spent the entire week on high alert the dogs are going to get out and had to have them on leads in the garden. Having said all that the property was lovely, very clean and tidy and was in a fantastic area. We would reccomend to friends who do not have dogs. I've never complained before and do not expect the world but for us this is a basic requirement. Having spent £1000 for 1 week out of season a 50 pence carton of milk and some biscuits really would of gone a long way.
Dear Luke
Thank you for your feedback about your recent stay at Lanapoule. We appreciate your kind comments on how clean and tidy the house is and glad to read that you made use of the garden room – it really is a lovely suntrap on a sunny day!
We just wanted to provide our comments to your other points to help explain what happened, as this is certainly not usual for guests staying in Lanapoule.
Before your stay with us, as you know, the UK had a terrible storms that swept through and left lots of damage – including to our neighbours fence that fell down. This has now been repaired and the garden is once again secure. Our neighbour was waiting for contractors to repair the fence, which caused the small delay. We are sorry this was not actioned sooner for you.
The power outage that hit the area earlier in the week also ‘tripped’ the central heating, I imagine it was cold when you arrived and I wish that we were contacted earlier so we could have rectified for you – as when we spoke you know how quick it was to fix. We are looking to update the guest book with a ‘troubleshooting section’ so if another storm sweeps through, our guests will not be impacted.
We are a dog-loving family and strive to provide a safe and clean environment for guests to come and stay in beautiful Salcombe with their pooches. We provide dog bowls under the sink for guests to use for water and feeding during their stay, We are sorry you never found them.
Finally, the small Spa shop around the corner does close at 10pm, we are sorry you missed the opening hours. The guest book does give a few other options for supermarkets in town. We stopped leaving items for guests due to the restrictions over covid, we will review this moving forward.
We hope you understand the storm provided some very unique and once-off occurrences out of our control, but do hope we can welcome you (and your pooch) back again to beautiful Salcombe.
Thanks
John & Carol
John & Carol
Property Owner