I have travelled to many places, both abroad and now within the UK and i have NEVER had to deal with such hostility, unfriendliness and ignorance from hosts or staff like that of this duo. I must say, i had really hoped that the situation would improve and that i could write a more positive review, because the cottage has some real potential. However the hosts attitude and behaviour, particularly that of Stephanie means that i am unable to write anything but a very honest review. When we arrived on Monday 27th September, we noticed that the radiators were stone cold, and by the evening it was very chilly in the house. Therefore we wrapped up as much as we could as we assumed it would be too late to get through to the hosts and waited until morning to call Stephanie. Once we found some signal i called to report the issue with the fact that the radiators were not working despite following the instructions for adjusting the heating, and instead of apologising she became very defensive and told me she would adjust the temperature remotely, and she assured me it would work because they just had it on for previous guests a week ago. It didn't! So we waited and i phoned her again, but at this point she ignored my phone call. I tried the other number and eventually got through to her husband who told me the heating hadn't been switched on for months and so it would take some time to warm the house up. This clearly contradicts what the wife said, but nonetheless I asked for advice on what to do and followed the guidance. Nothing! Sadly, once they had run out of suggestions (two) they began evading our phone calls and text messages.
I'd like to reiterate that I have travelled to a lot of places and typically if you report an issue the hosts, management or staff are responsible for doing their utmost to resolve the problem, or at least to ensure their guests are as comfortable as possible. These people did not, and did the exact opposite. They couldn't care less, and never once apologised. There were many occasions where we would breathe and see our own breath in the air. It was absolutely baltic. We became so desperate that we began to dry our clothes just to keep warm. I also reported that I had underlying health issues, and so the cold significantly impacts on me physically, and we still did not receive any support or goodwill gestures.
As they have cameras in their cottage, I truly believe that their treatment of us was based on discrimination, because if we had been an older white couple or i am sure they would have been a lot more hospitable. This was confirmed after we returned home and phoned them to provide some verbal feedback and Stephanie put the phone down on my mother.
We have been patient, polite and considerate throughout this horrendous ordeal, despite the circumstances and we would expect the same back but clearly this couple are in the wrong business especially when dealing with paying customers!! I would urge anybody who may consider booking this accommodation to read this review and think hard before doing so. We were treated like animals, not humans, and these people showed zero remorse or concern.