We booked this "lodge" (note singular) for four days last week as a family holiday celebrating a milestone birthday. There were nine of us in the party and we wanted to all stay together - as busy people, we don't get much opportunity to be together and his was the first time since having children that we had all managed to get together. Upon arrival, we were given the tour of the "lodge" (again, note the singular use of lodge) and were shown around three separate non interconnecting cottages, meaning that we all had to split up and stay in three separate houses. Each cottage had its own front and back door. We contacted the company who rented this three separate times over 48 hours and emailed our disappointment and expressed that we had been mis-sold the holiday. All of these phone calls, texts and emails went unanswered until we said we would contact Trading Standards unless a reply was gained by close of play on the second day of leaving messages. Of course the company who sold us the holiday denied any mis-advertising but everyone we have showed the description too, without exception, assumed this was one property. Granted the confirmation stated that there's were three "sections" in the lodge but the property (as stated here on TA) says The Shakespeare Lodge sleeps 12 guests - 7 bedrooms etc etc. Lodge not lodges - we felt totally mis leaded and gutted that we didn't get what we wanted. To prove a point, the young girl who showed us round as we arrived did state "I keep telling her not to sell it as one property" so clearly the poor girl has had more than one surprised guest turning up, expecting one large property and not three. We are so upset about the lack of customer service - not even a phone call to apologise or calm the waters, just a snotty email underlining that they are not misleading customers as it does state sections 1, 2 and 3. Interestingly enough, one of the party (who is a travel agent and has been selling holidays for over 20 years) pointed out that whether intentional or not, they were leaving themselves wide open to misinterpretation and surprise, surprise, there has been some text added to the website since we left to say that each "section" has a front and back door. It is three separate cottages - each with its own lounge, dining room and kitchen. Do not expect one large property if there are a lot of you. Even the biggest lounge (in section 1/ cottage 1) can only comfortably seat 7 people and although the dining area in section 2 (Middle cottage) looks like it seats a boat load of people, you can't get your legs under comfortably on two ends because they are trestle style tables.
Whilst the lodges themselves were quaint and clean, there were a few problems. In section 3 (cottage 3!) , one of the sofas is broken, there was a light hanging down from the ceiling in the bathroom (which we pointed out upon checking , asking for this to be repaired as it was dangerous), nothing was done whilst we stayed for the four days. Oh, and the shower door didn't close either! Last but not least, the hot tub was not clean - my hubby wouldn't go in it after day one as there was actual scum floating on the top of the bubbles. We saw someone on day three who added chemicals as we had complained but it was still murky. When we have stayed places before with hot tubs, there has been someone around every day cleaning it.
The beds were clean and comfy which is probably the best thing I can say. If you want a cosy large property where you can all stay together, this is not the property (or should I say properties) for you. It was ok - nothing exceptional to write home about and in definite need of a little TLC.
I hope that the management can take this as constructive criticism and correct this for future guests. Certainly taught us a lesson in checking and double checking where we go next time.