“We absolutely loved the house, the views are spectacular and for a family with 4 16 year olds and 2 older( not so) children in their early 20's, the bedrooms and bathrooms are perfect.”
Our issue is with the agent, Sykes, and not for the first time. Following a fairly significant mouse issue, we continually chased Sykes for action, to discover none had been taken until over 3 hours later, when we asked to move out. The pest control company were unable to come by the time anyone contacted them, and we were offered several very sub standard properties, without the view or proximity to the sea, which was what we went away for, or the bed set up for our party, yet Sykes ( see ...
Our issue is with the agent, Sykes, and not for the first time. Following a fairly significant mouse issue, we continually chased Sykes for action, to discover none had been taken until over 3 hours later, when we asked to move out. The pest control company were unable to come by the time anyone contacted them, and we were offered several very sub standard properties, without the view or proximity to the sea, which was what we went away for, or the bed set up for our party, yet Sykes ( see James' response on Trustpilot) still insist they offered us 'several alternatives'. In all the review responses, Sykes very unhelpfully point out that they are merely the agent. We are well aware of that. Our issue is not with the owner, as we feel were we able to deal with them directly, we could have had a proper conversation rather than call centres in Chester, and infuriating scripts. Having said that, the issue is clearly well known to the owner, as there were traps with dead mice under the kitchen cupboards and the dishwasher cable was chewed through causing a substantial leak in a kitchen cupboard, leading to further loss of food. The fact mice were getting into the kitchen cupboards and had eaten our bread, was really not pleasant, and shows there must be quite a significant problem, and the house should not have been available for a holiday let in that state. In short, with a more robust solution to the mouse problem, we would love to stay there again, but not while Sykes are the agent. We will never use them again. Once spoken to, the owner has offered a refund for the stress and inconvinience the incident caused. I hope the owner is now challenging Sykes' appalling lack of action and robot-like service, as I feel confident they are charging them a fortune. We felt they would happily have left us waiting for someone to come out, without any reassurance of when, any ability to escalate issues away from people who can only quote scripts, and anyone who cares enough to take timely action to resolve an issue. This was our holiday, we don't go away a lot and this was a treat for my husband's 50th. It's amazing what a difference good or bad customer service can make and Sykes have a long way to go to address their customer service.
Thank you for your feedback. We are truly sorry for the situation that occurred during your stay at Dolphins. We pride ourselves on great customer service, we can only apologise that you feel we have fallen short on this occasion. We tried hard to get pest control to you as soon as possible, however due to it being the Easter weekend this proved quite difficult. We managed to secure a visit the next morning followed by housekeeping to clean the area. We offered you a re-house, which you understandably declined as it was not within the area of South Sands. The owner was very apologetic and offered you are refund, which we are pleased you accepted. We appreciate this is not something that you should have to deal with on holiday. Unfortunately this was a situation out of our control and we felt we acted as quickly and professionally as we could given it being Easter weekend and the circumstance we were faced with. We cannot apologise enough that you were unhappy with our service and can only hope you still managed to enjoy your holiday.
Property Owner
