Thorney How

22 Customer Reviews

• "My principal comment is that I was not able to contact Sykes and my frustration was compounded by the supposed methods of contact remaining available yet not functioning."

  The day before we were due to check in I was very nervous as I had organised for 11 friends to travel a long way, 2 from America, to spend a week together and nobody from Sykes was responding no matter how I tried to contact you. Although the rental turned out problem free and we all really enjoyed the stay my inability to contact Sykes persisted throughout. The owner thoughtfully rang to let me know that the builders might be a little noisier the next day: they were not at all and even one of them spoke to us to apologise for any disturbance they might have caused. But I heard nothing from Sykes although I am now receiving numerous messages asking for my feedback. I repeatedly tried WhatsApp and received what I now understand to be a series of different, automated replies. The replies, which usually took a day to come in, purported to be from a live person by informing who was messaging me and assured me that I would get a response to my enquiries yet not even one materialised and i now see that not a single message from me has been read. This happened many times (see full copy of WhatsApp attached below) I sent a question on Sunday 18.08 and received an immediate reply saying you would get back to me as soon as possible. 23 hours later, Monday evening, I was asked to confirm my name and booking which i did 10 minutes later. I then had to wait another day, Tuesday, when I received a message asking, ‘How can I help you?’. I responded to this in 3 minutes. Once again i did not hear anything until the following day, Wednesday, saying that as it had been longer than 24 hours you were no longer able to respond but if i still needed help i should reply ‘Yes’. I did this but did not hear back until the next day, by now Thursday, saying that due to the nature of my query I should log in and send a web message (not working either). I pointed this out and asked another question on WhatsApp that generated the message saying you would get back to me as soon as possible. This time I did not get anything on Friday, the next day, but on Saturday received a message asking if there is ‘anything else’ you can help me with and that if there is I should ‘just respond to this message’. I duly responded within 2 minutes and 6 hours later Natasha asked for my name and booking reference (info already on the chat), ‘so I can help’. One again I provided these and it is now Sunday but I of course have not received a reply. If WhatsApp is not working, as is evidently the case you should not pretend that it does, nor continue to send messages that are not followed up. The message function I was advised to log in and use as an alternative was simply never working at all. I tried to use the ‘active chat’ many times but having provided my details I always received an automated reply to the effect that due to the high level of demand the facility was not available; this makes no sense. We also tried to phone the office on the number suggested but when we were asked to chose an option by pressing a particular number on the keypad our choice was not recognised and we could not progress the call. This happened whichever phone we used. I did eventually find an email address that received a reply. Below is an unexpurgated copy of the WhatsApp. I accept that I was being stubborn in persisting to use the chat but it was frustrating and I retained a small degree of hope that I would get a response. [04/07/2024, 11:38:38] Justin Preston: Hello. We are staying at Thorney How from tomorrow. Can you tell me please if there is a coffee machine or maybe a cafetière please? We have tried calling, messaging and the live chat but none of these is working. [04/07/2024, 11:38:41] Sykes Cottages: Hi, thanks for contacting us today about your holiday! We have received your message and will get back to you as soon as we can. [04/07/2024, 18:51:50] Justin Preston: Is there any chance you could answer please? We have tried to contact you a number of ways but none works. [05/07/2024, 09:39:56] Sykes Cottages: Hi, you're talking to Lisa, Please can you confirm your booking reference and full name so I can help today? [05/07/2024, 09:41:02] Justin Preston: Justin Preston 26ZF3-24-EN [05/07/2024, 09:41:11] Justin Preston: Good morning [05/07/2024, 10:39:28] Justin Preston: Do you have an answer please? [05/07/2024, 11:14:32] Justin Preston: I tried the live chat and it is of course not working. It is very disappointing that I cannot contact anybody at Sykes. It is also worrying given that 11 of us are relying on you for our accommodation tonight and beyond [07/07/2024, 18:08:29] Justin Preston: Hi is there anybody there who could answer a question please? [07/07/2024, 18:08:32] Sykes Cottages: Hi, thanks for contacting us today about your holiday! We have received your message and will get back to you as soon as we can. [08/07/2024, 17:21:46] Sykes Cottages: Hi, you're talking to . Please can you confirm your booking reference and full name so I can help today? [08/07/2024, 17:31:30] Justin Preston: Hi, you asked this question previously on this chat and I replied. I did not hear back from you [08/07/2024, 17:31:45] Justin Preston: Justin Preston 26ZF3-24-EN [09/07/2024, 16:35:52] Sykes Cottages: Thank you, how can I help? [09/07/2024, 16:38:53] Justin Preston: I have been trying to contact you since Thursday and the immediacy has now passed [10/07/2024, 17:31:45] Sykes Cottages: Hi. As it's been longer than 24 hours, we're no longer able to respond. If you still need our help, please reply to this message with "yes" and we'll be in touch as soon as we can. Thanks for your patience. [10/07/2024, 17:38:50] Justin Preston: Yes [10/07/2024, 17:39:12] Justin Preston: You have not responded so far to any of my questions [10/07/2024, 19:49:40] Justin Preston: The rubbish was not collected today as it should have been. We intend to put what we accumulate now into the bin but it does mean it will be very full. We wanted to let you know. ‎[11/07/2024, 10:04:52] Justin Preston: ‎ [11/07/2024, 15:48:53] Sykes Cottages: Hi you're chatting to Rose. As your query is regarding a complaint or review please head to the help centre and send us a web message in your customer portal through the link at the bottom of this message and our Customer Relations Team can investigate further and respond to you here. https://www.sykescottages.co.uk/account/login [11/07/2024, 16:17:15] Justin Preston: Hi, sorry it was not clear. I do not think my message regards a complaint or review. I had a question to ask [11/07/2024, 16:17:20] Sykes Cottages: Hi, thanks for contacting us today about your holiday! We have received your message and will get back to you as soon as we can. [11/07/2024, 16:21:29] Justin Preston: I tried the live chat but yet again that is not working and I cannot get the messaging function to work ‎[11/07/2024, 16:25:10] Justin Preston: ‎ [11/07/2024, 20:15:29] Justin Preston: I have tried to use WhatsApp for 7 days and despite receiving responses purporting to be from a real person (usually after a delay of 24 hours) I have not had a single one of my questions answered. The live chat similarly has not worked once, the message function on my login does not work and when we tried to phone your automated system was not working. Fortunately we did not have a major issue but I am extremely disappointed with this level of service. [13/07/2024, 09:17:49] Sykes Cottages: Hi. We're just getting in touch to check that everything has been resolved for you? If there's anything else we can help with, please just respond to this message. Thanks. [13/07/2024, 09:19:51] Justin Preston: Hi, I have been trying to use WhatsApp to contact you for over a week. You have not responded to a single one of my messages. Is this working now please! [13/07/2024, 15:14:38] Sykes Cottages: Hi, you're talking to Natasha. Please can you confirm your booking reference and full name so I can help today? [13/07/2024, 16:13:38] Justin Preston: Justin Preston 26ZF3-24-EN Now 14th and no response As I said earlier, we all enjoyed the stay: the house is in a superb location. The bedrooms are very well decorated, the beds very comfortable and generally finished to a high standard. The showers could perhaps be updated but otherwise the sleeping area was very comfortable and generally excellent, exceeding expectations. The kitchen was adequate despite the oven being a little temperamental but retained the feel of being in a youth hostel. A few more luxury appliances, perhaps a coffee machine, would improve the feel. The main observation was that it was a shame that the kitchen could not be integrated into the living area somehow as those doing the cooking were isolated from the rest of the party for long periods. The only other disappointment was that the best part of the garden was not available to us. There was one night when those in the smaller cottage were sitting outside, enjoying a glass of wine In the sun and a great view of the sunset on the hills. I realise that there is little that can be done but the outside space available to us was a little disappointing and not as accessible as we would have like. There were many other things we did like about the property and overall we were very happy with it and enjoyed our time there hugely. If there is anything else you would like to know please ask as I would be very happy to assist if I can.

  Reviewed by Justin4.4★Jul 2024

• "Overall we had a good stay."

  The equipment was plentiful and the large dining and sofa area was useful for the group. 7 of the bedrooms were great as ensuite but note that the 8th room is very far from the bathroom (have to go downstairs and through all the living spaces- we didn't realise it was this far from the description). We had an odd experience that made us feel uncomfortable and I hope the owners learn from it and don't do it to any other guests. We requested a highchair and were pleased that it was in the house when we arrived and we used it in the evening. The next morning, the highchair was gone. I called Sykes cottages and we received a new highchair outside the front door that evening. The owner/housekeeping have accessed the house without our permission, that we privately hired and removed it (without consent) and offered no explanation or apology. The whole group felt disgusted that someone had been in the house while we were in it - with children and adults sleeping and removed something without permission. We paid a lot of money for private hire so we were deeply disappointed and did make us feel on edge.

  Reviewed by Rebecca3.8★Jun 2024

• "Great accommodation for our family reunion!"

  Suited all ages. Lots of great walks. Accommodation perfect with enough space for us to chill out personally. Loved it

  Reviewed by Caitlin5.0★Jun 2024

• "We loved our week in Thorney How and Little How."

  We wanted to book it straightaway for next year, but sadly, the week we need to get all the family together had already gone. Great location, excellent facilities, well looked after. Would recommend to anyone. (A couple of minor things, just to show that we aren't relatives of the owners! The oven doesn't work very efficiently, and the main fridge leaks, even if you do try assiduously to make sure the door is closed. and some of the towels are a bit thin for a property this price). But these don't detract from our 5 start rating.

  Reviewed by Laurence5.0★May 2024

• "Enjoyable stay for all 15 ranging in ages from 13 to 77."

  A few minor pieces of (I hope) constructive criticism - 1 some female members of the party would have preferred to have a shower with a head that could have been lifted off rather than fixed in ceiling; 2 The shower doors in loughrigg need to be mounted securely on their runners; 3 The listing describing the twin bedrooms is a little misleading - it should just read ‘one of the twin bedrooms doors not have en suite facilities’ - obviously they can choose whichever other bedroom they want share facilities with, but as currently described it gives the impression there is some special facility between the two rooms. And finally -this feedback is for Sykes (but doesn’t seem to be separate box for this) - When viewing properties one sees a pop up saying’ reserve this property for £20’ This is deceptive - it’s more than £20 isn’t it?

  Reviewed by Robin4.4★Apr 2024

• "The refuse bin was not emptied and contained ours and the previous owners rubbish."

  Maybe a word to the council.

  Reviewed by Rob5.0★Apr 2024

• "My wife and I booked Thorney Howe to celebrate our 50th wedding anniversary along with our children and grandchildren."

  We were grossly disappointed finding ourselves in the middle of a building site with builders vans parked on the property every day, construction traffic constantly running past the property and often finding the road blocked with concrete trucks. When asked to respect our privacy and move the vans I was faced with verbal abuse from the builders. Sykes were very good at helping to resolve the problem with the parking and the vans were moved. The very next day we were faced with the same problem, and was faced with the same abuse from the builders. Then the water supply was turned off and we were unable to shower or flush toilets.I feel sorry for anyone who will be staying at Thorny Howe over the summer as the building works are set to continue for the next twelve months!!! Paul and Liz

  Reviewed by Paul2.5★Feb 2024

• "Fabulous property."

  Very clean upon arrival. Fabulous for large family holidays, ample space for all ages, no one felt like they were on top of each other at any point. Drying Room was an amazing and welcomed addition. Bedrooms well appointed, but limited to zero storage for clothes - no cupboards, wardrobes or chest of drawers ?! Lounge and dining area comfortable. Excellent to have ample fridge space. Kitchen cooker took a long long while to reach temperature and meant we needed to plan early for our meals. Lots of car parking spaces. Overall this is one of the best large houses we have stayed in the Lake District, and a great location within walking distance to Grasmere and some excellent walks.

  Reviewed by Stuart4.7★Feb 2024

• "Thorney How was a super venue for a family gathering."

  The facilities were great and the drying room a massive help as we had rain every day we were there. We had assumed, incorrectly, that the two twin bedrooms had an interconnected bathroom which was not the case. The 8th bedroom had no facilities and a long way to go for a loo in the night if needed! The living areas were spacious and the bedrooms comfortable. A great stay in a lovely area. The fire doors were a bit of a nuisance!

  Reviewed by Jane5.0★Feb 2024

• "The property was fantastic for our family group and the thoughtful extras supplied for our dogs were very much appreciated."

  Beds were very comfortable with crisp, fresh bedding. The towels could have been larger and not big enough to wrap around some of the larger adults. The kitchen was well equipped but it was a bit annoying going in and out of the heavy kitchen door to get dishes and cutlery. These were just small observations because we really enjoyed our stay and would love to return when the weather is better.

  Reviewed by Lynn4.4★Dec 2023

• "Just had an amazing Christmas in this property, pictures do not do it justice."

  Kitchen was well equipped, large living space. Beds really comfortable. Will be definitely returning Thank you Thorney How

  Reviewed by Diane5.0★Dec 2023

• "A large group of us have been coming to The Lakes in December for almost 30 years."

  Our requirements are for 7/8 bedrooms preferably all ensuite, pub in walking distance, nearby walks so we don`t have to drive and kitchen/dining large enough so that we can eat together. I have to say Thornley How meet this brief in every respect. The accommodation is spacious, beautifully decorated , warm and well equipped with plenty of parking. In terms of location it is only a 15min walk into Grasmere or the Travellers Rest (recommended ). There are also lots of walk options both short and long. Will definitely be returning.

  Reviewed by I5.0★Dec 2023

• "Would highly recommend."

  Really lovely property in perfect location. Quick walk into Grasmere and stunning Silverhow walk from property. Well stocked kitchen for mass catering and beautifully clean.

  Reviewed by Sue5.0★Oct 2023

• "We absolutely loved our holiday at Thorney How!"

  It was the perfect house for mixed ages - the adults could walk straight up the fells without needing to get in the car, and the teenagers could walk into Grasmere. It's a brilliant location. The house had everything we needed - incredibly comfortable beds in lovely rooms, a great big main room to watch films, eat and play board games, en suites for everyone and a big garden. There is so much space that we didn't feel on top of one another - the kids disappeared to the snug while the adults still had two lounges to choose from. The kitchen is very well stocked and a second fridge by the back door was very helpful. The drying room was also a huge plus. It all felt very new and clean. We don't have any negative feedback at all - it was just brilliant!!

  Reviewed by Claire5.0★Aug 2023

• "An excellent couple of nights at Thorney How with all the Family, 14 of us in total."

  Sykes Cottages came to the rescue at last minute after being let down on a different property that the owner had double booked. Thorney How is great for a large group, the rooms are all en suite, so no waiting for bathroom. The only negative is the large oven, it takes ages to get hot enough to cook, so needs switching on a lot earlier than your intended eating time. An outdoor barbecue would be beneficial, especially in weather like we have had recently.

  Reviewed by John4.4★Jun 2023

• "We were a family of 15 plus small dog and everyone really enjoyed the house."

  We loved the views, space and location and felt it really suited our needs. The drying room, air fryer and board games available were a bonus! We had a few WFH in our party and issues with the wifi continually dropping, though when we reported it direct to the owners, they were really helpful and quick to nip out to reset it all. Sykes customer support on the other hand were not helpful at all. One of the rooms had a bad smell following some gurgling noises from under the shower, from the drains perhaps, but tbf we did not report that and it is probably an easy fix. On balance that would not deter us from re-booking or recommending to others. There was also loads to do in the area for all ages so overall 5 stars all round.

  Reviewed by Jenny5.0★May 2023

• "Facilities and location were perfect for a family of 17, eight adults and nine children ranging from 14 yrs to 8 months old."

  We only ventured into Grasmere for an hour on the last day, seen it many times before. We enjoyed the place so much the consensus was “when can we do it again?” Catering in the kitchen was really easy, we had all our meals at “home” . Small things that need attention: Light above the sink in Fairfield was loose and didn’t work. Hot tap in downstairs toilet turns when switched off and goes outside the sink and finally the hot water became almost boiling after running for a short while.

  Reviewed by Elizabeth4.7★May 2023

• "Thorney How was an excellent space for our family gathering after Pandemic."

  There are so many comfortable cosy areas for small groups, or pairs or all to gather.. it was all we could have hoped for and needed. It was a great place for any large group to stay whether sunny or damp …. or pouring down!

  Reviewed by Chris4.4★Apr 2023

• "We had a wonderful stay at this property."

  It had everything we needed and was perfect for a group of families. It was decorated and maintained to a high standard. I miss the cosy living room and log burner! We will definitely come back.

  Reviewed by Emma5.0★Feb 2023

• "The property is in a superb location and some areas have recently been redecorated and re-carpeted."

  The beds and duvets in the main bedrooms were very comfortable but the bunk bed mattresses were very hard and uncomfortable. The property is well heated. There are several maintenance issues that need to be addressed before we would consider a return to the property; 1. In the ground floor room with the double bed, the shower head sprays water onto the ceiling from the connection to the pipe work. The ceiling over the shower has loose wall paper and plaster that is shedding debris into the shower. 2. The showers trays are slow to drain and quickly fill with water. 3. In the dining area the left most window (with frosted glass) was impossible to close because the wooden window frame has expanded beyond the size of the opening. 4. At times, the kitchen refrigerator was leaking water across the kitchen floor. 5. There is significant black mold near the external door and we found dirt and food debris under the fridge.

  Thank you for the feedback following your stay. We encourage guests to report any maintenance issues to Lakelovers immediately they are noted so that they don't adversely impact the enjoyment of the property by our guests. By way of background, Thorney How was completely refurbished when we acquired the former Youth Hostel in September 2021 so in addition to a full rewire there are new carpets and beds throughout. We have retained two sets of bunkbeds in one room as this adds to the flexibility of the layout since many of our guests have children in their party. Your comment about the mattresses on the bunk beds being hard is noted - this is the first time we have had this fed back to us. In terms of the specific points on maintenance. 1. Shower. We have looked at the shower and at some point the shower head has popped out of it's socket allowing water to spray onto the ceiling resulting in paint being soaked and peeling off. This has now been addressed - this is an example of something that the Lakelovers maintenance team would prioritise addressing once made aware of the issue during our guests stay. 2. Shower trays. We have reminded our cleaners to routinely check the drainage pots on the showers. 3. Windows. In the notes that we have left in the property we ask guests not to open the windows in the dining room which, as you have found are difficult to close once open. As the property is listed we are waiting for planning approval to replace the original windows - replacing windows on historic buildings is a very sensitive issue in the Lake District so we are following the proper process. 4. Fridge. The fridge was new as part of the refurbishment. We believe the fridge leaks water when it overheats - normally when the door hasn't been firmly shut. It has been fine this week when we were in the property but we will monitor and if necessary, replace. We welcome feedback on this from future guests. The food debris under the fridge is not acceptable, we have raised this with our cleaning team. 5. The mould has been dealt with - it appears to be linked to the new doors that were installed during the refurbishment allowing some condensation around the frame. Now that we are aware we will continue to monitor and address as necessary. Thank you again for the feedback. The Thorney How Team Property Owner

  Reviewed by Simon2.2★Feb 2023

• "Had a wonderful time at Thorny How."

  12 of us in total, everything we needed, very clean, comfy beds and great showers. The enormous drying room they have which I don't recall being mentioned was fab. All our clothes and walking boots dried over night. Grasmere is a beautiful place, which you have easy access to walk into from the house.

  Reviewed by Diane5.0★Oct 2022

• "Lovely property, very spcious and comfortable."

  Well equipped and ideally positioned for larger groups.

  Reviewed by Andy4.7★Oct 2022

• There are no reviews featuring this term Show all reviews