“Very disappointing on arrival regarding maintenance issues which some were resolved during our stay.”
We arrived at Robin View lodge which from outside looked lovely, entered the lodge and everything looked great. The living area was just big enough for us, the kitchen was all new and well equipped. Walking through the lodge we were hit with a very strong smell of damp. We opened the main bedroom and the smell hit us in the face, it was disgusting. We complained to the office which were more than helpful, they arrived the next day, stripped the beds, curtains etc and carried out a deep clean on the carpet to try and help with the smell. We were asked to let it dry out overnight which we did. The next morning the smell was still just as bad. We contacted them again were they came to put a dehumidifier in the room to try and draw out the moisture in the room, so again we gave it another night (staying in two single beds while all this was going on). We contacted them again the next morning as the smell was still the same, we were advised the maintenance guy (that was very helpful) was on his way to rip the carpet out and replace it. This was done within a few hours and we were happy with the new carpet that was fitted, but when the room was warm the smell still lingered but it was much better and we were happy enough for the remainder of our holiday. We were compensated with
What did you enjoy most about your stay?
The Lake District in general.
What one experience (e.g attraction, walk, day out) would you recommend for our future guests?
Visiting Storrs Hall.
- Mrs Kristina Gore, Sep 2016
Thank you for your review, Kristina. We were very sorry to hear there were some issues with the lodge during your stay, which only became apparent on your arrival. Please accept our sincere apologies. We were slightly surprised to hear that you were disappointed with the outcome as after much contact with yourselves we agreed a settlement and were of the understanding that it was to your satisfaction. Although the situation for the first three nights was not ideal for your anniversary, regrettably we had no other accommodation available to move you to. Because of the issue we offered you a full refund if you chose to leave the lodge early, although you agreed that you wanted to stay with the compensation offered. Once again we offer you our sincere apologies for the inconvenience caused. All feedback comments prior to your stay were very positive and gave us no indication of any underlying issues with Robin View. The smell appeared to come from a damp carpet in the bedroom where guests walk out to use the hot tub. We discovered the underlay was wet too. Although it was not that noticeable before you arrived it would have been gradually getting worse. As soon as we were aware we dealt with the problem as efficiently and promptly as possible, with every effort made to reach an outcome that was to your satisfaction. We were pleased that fitting a new carpet and underlay cured the problem. The guests who stayed immediately after you have told us this was the case. We trust after resolving the issue you went on to have an enjoyable week celebrating your anniversary? The lodge is in a beautiful and peaceful location for a romantic break, and has the added bonus of a hot tub - very relaxing. We wish you another wonderful year of wedded bliss and should you choose to return next year we are sure it would be a very enjoyable and relaxing stay. Very kind of you to comment about our helpful staff. On behalf of the team thank you.
Property Owner