“No Wi-Fi when we arrived, until Wednesday , and the owners told us we had to speak to their internet provider to fix it.”
Some of the property photos and/or descriptions of the property are inaccurate, incomplete and out of date ( Sykes T&C’s 8.1.2 Owners will provide an accurate, complete and up to date description of the property) There is no Aga. There is no log burning stove/open fire The hot tub has been moved around the side of the property, not on the patio facing the beautiful view. The pool table is different, it’s scruffy and needs re-clothing. There is a drop along the length of the patio onto the grass of about two- three foot, with no hazard warning, particularly dangerous in the dark, as the outdoor lighting was not very bright and no torch in the property. Sun lounger broken, mentioned in a previous review in May 2023, hasn’t been mended/replaced. There was no Wi-Fi when we arrived. (Sykes T&C’s 3.8 If the description of the property states that Wi-Fi is included the owners are responsible for ensuring that Wi-Fi has been set up at the property) The owners told us we had to speak to their internet provider on the phone in the property. Only two of our mobile phones (with EE) had reception. The owners gave us an 8G SIM card , which only worked for a few minutes. On Wednesday, after days of endless calls, waiting for calls, being put on hold, trying to follow technical instructions, we weren’t prepared to deal with it anymore, as it was so stressful and ruining our holiday. We complained to the owners, who came to the property to sort it out. As a consequence it was very difficult to organise activities/days out for five days of our holiday. There was no map and the tourist information in the property was limited. The post and rail fence could do with chicken wire along it , our dog soon worked out that she could get through it easily. We just about managed to keep to the refuse restriction of one black bin bag per week . We have never been asked to take rubbish home before. In other properties the owners deal with any excess rubbish. The grass was very long, shoes got soaking wet after walking on it. We complained to the owners , they cut the grass but left grass cuttings behind, so thick clumps of grass got stuck to shoes and difficult to remove. A number of bricks weren’t cemented on the patio steps , which my husband slipped down, particularly dangerous in the dark, as the outdoor lighting was not very bright and no torch in the property. We complained to the owners and they came to fix it. We couldn’t close/open curtains in the upstairs single bedroom. We couldn’t find the circular walks from the property and no directions/ map in the property. A hand drawn map / directions of walks from the property would have been great. The property was very clean and comfortable. The view is beautiful. On Wednesday the owners did apologise for our frustration with the Wi-Fi. They bought us a lovely bouquet of flowers which sadly we had to leave behind, as there was no room in the car. We paid £2600 and would like some compensation. We have complained to Sykes and they have contacted the owners, but they have not had any response yet. Note : Sykes T&C’s 8.1.2 Owners will inform guests in writing of any changes to the description of the property which would make Sykes description of the property inaccurate, incomplete or misleading.
Sorry for the issues you faced. As the Reset button had been pressed on the WiFi box, the issue had to be resolved by the internet provider. The fact that it was a bank holiday weekend made things more difficult as regards contact with the provider, which we were constantly trying to contact on your behalf. We did provide you with a mobile wifi box and sim card, which would need to be topped up, but would have been reimbursed. Refuse and recycling rules are set by Carmarthenshire County Council, not ourselves. As residents of the county, we all have to abide to the same rules. The grass had not been cut due to the adverse weather conditions and rain. Once the conditions allowed - on Wednesday of your stay - the grass was cut immediately. We are sorry that our property did not live up to your expectations on this occasion, but we do try and assist an support our guests in every way possible during their stay.
Property Owner
