Countryholidayhouse Reviews

4.55 Rating 22 Reviews
91 %
of reviewers recommend Countryholidayhouse

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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
We stayed at The Old Manor, Almer for one week in July 2018 - our experience 
dealing with the owner caused a huge amount of stress before, during and after what was supposed to be a relaxing holiday. 1. 2 days before our arrival, and before the arrival of our 16 guests,
the owner sent us an email to say that they had had to move all the 
beds from the top floor to the middle floor due to fire regulations -
 when I called to request compensation, she put the phone down. This
 caused a considerable amount of stress for my wife and I on what
 was supposed to be a week of holiday and celebration. I understand
 wanting to comply with regulations but to inform by email and not pick up the phone given the implications for our stay is just 
bad management. 2. On arrival, there was a large bin full of rubbish and maggots - and a
Johnsons cleaners bag of bed linen outside on the path 3. The cleaner we booked with the owner to arrive on the Monday did
not turn up so we had to spend time changing the beds and cleaning
the property after the weekend when we were supposed to be 
spending time with family. When the cleaners did turn up on the last
 day, they told us that no-one had tried to contact them to arrange the
 Monday visit and would have been available if asked - we had to
 clean the place ourselves which was a huge inconvenience and
 spoiled a day of the holiday. We were also unable to find the vacuum cleaner which we were trying 
to find only because the cleaners had not turned up on the Monday -
 we found one vacuum cleaner which overheated - the cleaner told us that it was older than than the 6 weeks the owner told us and 
the cleaner had to get her own when she arrived at the end of our
 week. 4. We passed on feedback on the property by email during the week
Including utensils and cooking we thought the kitchen should be
equipped with - and told the owner that the toilet seat in the master
bedroom en-suite was broken - this was not fixed during the week. 5. On every email sent to the owner, I asked the owner to keep my wife copied as we were were both involved in the organisation of the
holiday - not once was this done as requested 6. My wife advised that kitchen knives were not sharp - the owner
s aid that the knives are not sharp for health and safety reasons and 
people normally bring their own!? 7. When the cleaners arrived on the last day, my wife made coffee for
them and passed on the feedback about the house - a guy arrived 
some time later to accuse my wife of being rude to the cleaners which 
the cleaners, when we asked them, told was not the case
Helpful Report
Posted 1 year ago
Countryholidayhouse is rated 4.55 based on 22 reviews