Katy
A group of us stayed at Skyfall (Starfall) for a weekend in June 2019. The house is quite nice, though there are a few niggles which would be easy to fix such as no locks on the bathroom doors and visible wires in the overhead light above the dining table. There was plenty of hot water in the bathrooms, the beds were very comfortable and the garden lovely. We had problems with a kitchen tap that did not work, patio door that did not open and hot tub not prepared for us despite booking and paying for it. I am appalled at the customer service. Sarah Campos-Martyn doubted that I could tell whether water came out of a tap, and denied that the door could be broken. It turned out that the tap had been turned off by a plumber as it had been dripping and was awaiting repair – Sarah said sorry that she thought it had been fixed so I wonder why she doubted me if she knew there was an issue. Someone came to check the tap (and turned it on for us!) and tried the door with a key but could not open it – Sarah never apologised for the broken door. She also denied that we had booked and paid for the hot tub and as I did not have the email trail with me, I was unable to prove it until after the holiday. I emailed (twice) as soon as I returned proving that I had booked the hot tub and giving bank details for the return of the hot tub payment and security deposit. I received no reply. I chased the payment at 30 days (when the security deposit was due) by email and text and again at 36 & 37 days. I finally had a reply and deposit refund at 38 days with the apology that she had moved house and had only just got Wi-Fi. She did not address or even mention the hot tub issue. I wonder how it is possible to run a holiday property business for 30+ days with no internet; I expect she managed to reply to enquiries for new bookings during that time. I have emailed and texted again and I am still waiting for a response and refund for the hot tub.
Helpful Report
Posted 5 months ago
Countryholidayhouse is rated 4.55 based on 22 reviews

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