My complaint:
No problem with our early contactless arrival, first impression of the lodge was good. We noticed the radiator in the double room was not working after the first night, this was reported to the staff who came to our lodge to check that all was ok and also to main reception. We was assured this would be fixed. No one came to repair the problem, we had a 19 month old baby in that room so was dissapointed at the lack of service.
The sofa and chairs in the lounge are in need of being replaced, the sofa dipped in the middle so was impossible to sit on, and the 2 chairs was so uncomfortable. We found it was not pleasant to sit in the accommodation.
Upon our arrival home we realised we had left my husband’s shoes, I rang first thing Saturday morning as reception was closed Friday evening to be told to wait for a call back. 4 phone calls from myself later over the weekend I was told Mondayafter me contacting them again that no one had found them, although I gave a detailed description of were they was left. Very annoyed that someone could not of handed them in as they was not a cheap pair of trainers. The level of rudeness from reception was shocking each time I called about the missing shoes.
Suggested solution:
An apology would be a good start. Learn to listen to the customer and don't be patronising on a phone , it's obvious that either the accommodation hasn't been cleaned thourolly as the shoes would of been found. It just seems odd that they haven't been handed in!! Has this been cleaned?
When a fault has been reported then deal with it don't ignore it.
