4/10 Poor
Anna H.
11 Jul 2022
Property Wilford, Nottingham, England, United Kingdom Property ID: 10696075
Despite multiple emails informing the hosts of our late check-in, they finally got back to us acknowledging they had made a note of this, and after a 22 hour flight, we finally arrived at the property close to midnight, we were unable to get into the property because the key-lock code sent from the hosts was missing on the email access portal. We contacted both the helpline numbers provided in this portal, only to be put through to a reception manned by an external management company, who were unable to help us because they did not have a direct contact number for the hosts nor were they provided with the code to open the key-lock. BOTH helpline numbers were connected to the same reception. The only form of communication with the hosts was by sending a message through a computer system and then waiting for the hosts to reply. After a very long wait, several more attempts at calling the helpline for updates, very tired and now very stressed, it became apparent that no code for the key-lock was imminent, no help from 'after hours helplines' and indeed no help from the hosts was available so at 2 am, we finally managed to check into an airport hotel.
The following morning the hosts made contact, confirmed that the code information was indeed missing from their email portal link and agreed to provide a refund for the night we did not spend at the rental property. Which they did.
Flat issues, the kitchen was inadequately equipped for a family to self-cater, no local or other information was provided in the 'welcome' book. The washing machine did not work properly, the soap dispenser was encrusted with soap and even worse, black mould, which took several hours of soaking to remove. The vacuum cleaner, when turned on smelt so bad we had to open windows and doors to get the smell out, and just couldn't use it.
Communication from the hosts was poor, the experience was the worst we have ever had, which is regrettable as the area itself was quiet, neighbours friendly and the location was an easy short distance to West Bridgford and Nottingham city centre.
Sincerely
Anna H.
Stayed 11 nights in Jun 2022