27 Jan 2014
"Lovely Cottage Lovely Garden Very clean"
We stayed at this lovely cottage last December and found it extremely comfortable and well equipped, it proved to be very convenient for all the places we wanted to visit, so when we visit our relativ… More
3 Jan 2014
"Misleading Advertisement, Dirty House, Argumentative Hosts"
We chose Oak Cottage for the advertised central location since it originally stated it was “in the heart” of Hitchen, and the map indicated so. No communications with the owner stated otherwise. … More
This review is very unfair and not at all representative of our lovely holiday cottage, and we feel we must reply in detail to all the criticisms.
(Their Comments) (Misleading Advertisement, Dirty House, Argumentative Hosts)
(Our Reply) The advert is not misleading at all. Our web site is unusually clear, with many large clear pictures of all the rooms and the grounds and a full descriptions of the cottage and the interior. We are nice people. We spoke many times on the phone to this lady and we were even thanked by her for the information we gave.
We always talk to our guests in a friendly and polite manner.
The pictures were taken in August last year after the whole house was totally renovated and it looks lovely.
(Their Comments) We chose Oak Cottage for the advertised central location since it originally stated it was “in the heart” of Hitchen, and the map indicated so.
( Our Reply)It was not us, but Holiday Lettings who wrongly described the cottage as being in Hitchin. Our web site clearly advertises the Cottage as being in Stevenage because that's where it is.
We clearly show the correct address on our web site in very large letters at the top of the home page.
The reason for the confusion was because despite us sending Holiday lettings the correct address in Stevenage, and also sending a Google map with a pin marking the right place, Holiday Lettings changed it, to Hitchin without telling us, and they also moved the pin on the Google map to Hitchin.
This whole problem was caused by Holiday Lettings changing the address without telling us
(Their Comments) (No communications with the owner stated otherwise.)
(Our Reply) This is not true. Despite the Holiday Lettings site being wrong, our web site was and is correct, and it was our web site that was used several times including where they needed to go on line to pay, and where all the correct information was displayed.
(Their Comments) (Imagine our disappointment on arriving to a bleak corner of Stevenage,)
(Our Reply) The cottage is in a row of pretty Victorian cottages in one of the most historic roads in Stevenage Old Town. Most of the cottages are over 150 years old and as such it's a protected area within the historic Stevenage Old Town. It is one of the most desirable parts of Stevenage.
(Their Comments) 20 miles from old town Hitchen.
(Our Reply) This is factually incorrect. it's 5.3 miles to Hitchin. There is no Old Town in Hitchin
(Their comments) Also, no one was there to greet us and we found out that we'd missed an email telling us the key was under a plant pot. However, it wasn't!
(Our Reply) She was met by our cleaner caretaker who let her in and showed her around. Though she was 5 minutes late.
(Their comments) Once we got in, we found rooms that were much smaller than shown with the fisheye lens online.
(Our Reply) We used a Panasonic Lumix compact camera, model DMCFX35 with a fixed lens to take the pictures. This is a standard, small compact camera with a standard lens that is permanently fixed to the camera.
We did explain that it's a quaint old world cottage and that coming from America where everything is huge it might seem a bit small.
(Their Comments) (an old carpet musty smell, sticky handles on doors and the tv remote, black dust on the shelves in the kitchen, tiny uncomfortable sofas, and shockingly uncomfortable beds – we had to go out to buy foam toppers to get some decent sleep after a long journey. We could not stay.)
(Our Reply) The carpets can been seen in all the pictures, it's spotless throughout, all the beds were all new last year. I asked my cleaner about sticky door handles and sticky remote for the TV. She couldn't find any sticky handles. The sofa was new last year and so were all the beds.
(Their Comments) (We had paid upfront via international wire, with a deposit and one extra night was charged by mistake),
(Our Reply) We don't take the money for bookings, the guests pay themselves online by Papal. They bought an extra night by mistake which we refunded, along with the deposit.
(Their Comments) (they refused to acknowledge we had anything to complain about, and would not reimburse us for any of the days we now could not use. All they wanted to do was argue about how wrong we were)
(Our Reply) We spoke at great length on the phone several times and explained that they had actually got exactly what they had booked. We offer a cottage in Stevenage and that is what they got. They thought it was in Hitchin and that was a mistake by Holiday lettings not us. We weren't to know that they wanted to be in Hitchin
(Their comments) However, they did change the advertisement and removed all mention of Hitchen!! Apparently they agreed with the false advertising issue, although they unbelievably refused to come to any kind of agreement. That's just not good business, nor is it ethical in my opinion.
( Our Reply) This lady still thinks that we own the Holiday Lettings web site. I did explain that the error was caused by Holiday lettings and not us. We haven't changed anything, but at least Holiday Lettings have now put their web site right and it now shows the correct address in Stevenage.
In 4 years of holiday lettings this is the first and only complaint we have ever received.
The cottage it is beautiful, and set in a lovely part of Stevenage Old Town. We have received lots compliments from people who loved staying in the cottage and many of them have returned the following year.