Willingcott Valley Commentaires

Thank for taking the time to write to us, it is important to us as a team and for the business and we are sorry for any negative experience. Firstly the feedback on our new on-site property management and housekeeping team, we are really pleased that you were happy with how the cottage was prepared and how clean it was. The swimming pool is also hugely popular with guests and we are delighted that it enhanced your holiday also.With regard to the standard of fixtures and fittings, I have taken the time to discuss with the owner. They wish to send their apologies for your experience and have taken your feedback on board. Carpets are planned for replacement at the end of the season but new mats were put in place in the interim. They were not aware of the cutlery, so will certainly look into this. Regarding the connectivity, the cottage has always been advertised without wifi, but they are now looking to have Broadband installed with the provider we use across other cottages on site. Please accept our apologies once again.

We are very disappointed to receive your feedback and saddened to hear of your negative experience. I have looked into your comments to ensure we improve our processes where necessary and to ensure other guests feel confident staying with us. Willingcott is a fantastic, peaceful and tranquil site. The bar, toilet facilities and food offering are under refurbishment and will be open in 2023. We are sorry that you anticipated more amenities on-site but we do currently have the outdoor heated swimming pool, 2 play areas, and free pool table with free wifi along with lounge area and tourist information. Your guest check-in information was received a week before your arrival date and clearly states a 5pm check-in along with housekeeping contact details and access code information. Housekeeping take great pride in their service and messaged two days before arrival to state check in time was at 5pm and to not arrive at the property before to avoid disappointment, confirming that the access code would be given on the day. This message was read. Housekeeping work exceptionally hard with a multiple of changeovers on a Saturday and they were able to contact you at 13:25pm to let you know that you could arrive early and to give you the access code. This is fantastic customer service.I understand that you messaged in the afternoon to say that the bulb in the twin en-suite was not working and we reached out to ask which bulb, ceiling or mirror bulb was gone. Upon receiving no response we were unable to action this and rectify during your stay. Housekeeping also attempted to reach you 3 times during your stay to seek permission to enter the house to see to the bulb, but there was no answer or response. The extreme hot weather last week has caused a unique situation where the internal doors have swollen and we are rectifying this when notified by our guests and checking during changeovers. Our first notification was post your stay, so unfortunately we were unable to resolve whilst you were with us. When booking the pool, the app clearly states that there are no toilet or changing facilities available, apologies if this could of been clearer and your experience at the pool was affected. We take great pride in our customer service at Willingcott and are very proud of our 4.7/ 5 star feedback from a loyal customer base. We do feel that upon reflection, a 2 star review is a tough judgement. Thank you.

So sorry to hear there were some elements that needed addressing. If you did let housekeeping know during your stay so that they could rectify anything for you then that's fantastic if not please could you let me know on; info@willingcott-valley.co.uk I can then ensure other guests experience is improved. Many thanks for taking the time, customer service is very important to us.