Communication for arrival was very poor and anxiety inducing. I was told I would receive an email with virtual check in details 24 hours prior to arrival and I did not receive this. Even after chasing myself (which I should not have to!) I did not receive information until 2 hours after the check in time!
Considering it is the Middle of winter and heating not on upon arrival, it is outrageous.
The Bed for the 5th person was not made up so had to do this ourselves, but there was not even pillows and no cover for the duvet which we found in a wardrobe.
There was No hot water on arrival or at all throughout our trip. When contacting the property manager, they sent a ‘friend’ round to look at the boiler and he simply told us to keep a tap on for 2 hours. This did nothing and we had no hot water!
When leaving the property for an excursion the next day I informed the property manager and requested someone to sort for our return that evening and to also bring more toilet roll. No contact was made or any effort to sort the problem until 8pm that evening when the children were asleep. This is simply not good enough.
Before going to bed, I had to spend 2 hours continuously boiling the kettle and pans of water to fill up the bath enough for a warm wash. No customer should have to do this, never mind after a very cold day wondering around London with 3 young children. It’s disgusting service!
Additional to these major issues, the property only had 2 forks in the kitchen for 5!