Guest User
December 15, 2023
I’m writing in regards to a stay I had at Hendre Coed on Saturday 9th December 2023 for 3 nights in lodge E12. The lodge was booked in January 2023 and I had several communications up until about august 2023 when I paid the remaining balance. I had asked if there was a dvd player in the lodge as we like to watch Christmas films in the lodge whilst enjoying the views. I was told they were available to hire for £10 but as it was my partners birthday they wouldn’t charge me this time and it would be put in the lodge for our arrival, which also showed on the notes section on my invoice. I had also asked if I was to send some banners and balloons in the post if they wouldn’t mind putting them in the lodge but I had quite an erupt email back basically saying no and I would have to pay the cleaners for their time? This is shocking customer service considering the price of the lodge and having stayed on your site a few times in privately rented caravans who are always willing to help and go the extra mile. We only really like your site for the views as I can’t say the same about the customer service skills. Myself, My Partner and My Mother in law arrived at around 3.45pm and let ourselves in via the key lock left outside the lodge in order to celebrate my partners birthday. The lodge itself was fine and the view was amazing but on arrival we noticed there was no dvd player. I called reception and the girl asked if we can pick one up from reception which we did, but then we noticed it wouldn’t connect to the tv, we decided we would leave it until the morning and ask again at reception. The lodge felt slightly cold and the bedrooms freezing so we tried to put the fire on but couldn’t work it out as only slight heat kept coming out, but no instruction manuals etc, we also noticed the radiators were slightly warm but wouldn’t get hotter even tho they were on number 5 which is the highest on the radiator. I wasn’t feeling great and was feeling the cold. My partner decided he was going to go in the hot tub but came back into me to say the water was freezing. By this point I was fed up and decided to call someone… It was around 8pm I called the office number which went through to a lady called Sam, She was very rude on the phone and when I mentioned about the heating she said “well turn it on then” I explained everything and she then went on to say the fire is for decoration purposes, we’ll surely this should be put in a notice then so people know. I also explained about the dvd player and she said “they shouldn’t say you can have one, they don’t connect to the new tvs, they don’t know etc but I explained that if they said I can have one then one should be provided. She kept talking over me and shouting down the phone and I had to say “can you please let me explain” I then explained that the hot tub was cold and she started muttering something about “young couples not knowing how to use things etc” She said she didn’t really want to come out but I said I w