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8/10 – Gut
28. Nov. 2024
Lovely cottage, but customer service needs improvement
We stayed at East Bay Cottage for a 50th birthday celebration and found the house to be lovely and well-suited for the occasion. The welcome box was a delightful surprise, the beds were comfortable, and the kitchen was well-equipped. The house was clean and well-maintained, though we did notice some dust and rubbish in areas that are usually hidden, like under and behind the furniture.
However, we arrived to a very cold house as the heating was not on, which was surprising given the snowy November weather. We had some trouble with the thermostat, but this was resolved after a call to the letting person.
Our stay was from Friday night to Sunday morning, with a departure time of 09:30. Early on Saturday morning, I received an email from the letting agent saying "hope you had a good stay" and reminding us to be out by 09:30, which felt unwelcoming given we had been there less than 24 hours. Shortly after, another email arrived saying "Welcome, hope everything is OK." On Sunday morning, we received another reminder (by text and email) to leave by 09:30. While I understand the need to prepare the house for the next guests, the timing of these messages made us feel rushed and unwelcome.
We also had difficulty finding the house initially, but the kind lady at Reception provided a larger map and marked the route for us.
Overall, we enjoyed the house and the weekend, but the letting agent's approach to communication needs improvement. It would be more welcoming to space out the reminders and ensure guests feel valued throughout their stay. We would recommend the house, but the customer service experience gives us pause.