“We started out holiday in the shepherd oak cottage, everything appeared clean and tidy, communication with the owner for key collection was great and all went well.”
Unfortunately on the second night we were disturbed by noise and in the morning found this was due to mice in the kitchen cupboards. There was a large amount of mice droppings, as we had a 1 year old with us, we contacted the owner and asked to be moved to another cottage. Within the hour we were in an adjacent cottage Bramshurst.
Bramshurst was clean and tidy and perfectly adequate (no mice), however it was a less expensive cottage due to the architecture, windows and location of the property (being terraced and not semi detected, and having a view onto the other cottages, rather than open grass).
The owner checked we were ok and everything was fine in the new cottage, however after checking out and requesting the difference in price to be refunded from Shepherds Oak to Bramshurst or any compensation for the move of property, this was rejected and a 10% discount offered if we booked directly with them next time, offered instead. We do not think this is acceptable and would like the difference in cottages price refunded at the least - if we had wanted to stay in the cheaper cottage we would have booked it and saved money.
Thank you for your feedback
We appreciate you reporting the issue with the mouse. The cottage is in a countryside location where field mice live.
We understood your concerns and moved you to a different property within the hour. This property is exactly the same as Shepherd Oak apart from the view.
It’s really important to us that our Customers have a good holiday & if there are any problems we need this to be reported so we can take immediate action. Things can happen on holiday and as an owner it’s important that we listen and take action. We didn’t hear anything further from you during the holiday so had concluded that all was ok for you.
As a gesture, we would like to offer you a 10% discount off a future stay with us.
Sykes owner relations