17/09/2026
❤️ A LITTLE NOTE FROM US… ❤️
It’s sad that we feel the need to write this post, but after a couple of situations recently, we wanted to explain things from our side.
We put our absolute heart and soul into our holiday homes and into making sure our guests have the best possible breaks.
What people often don’t see is everything that happens behind the scenes.
They don’t see the early mornings travelling to site, the constant maintenance, the cleaning, washing bedding, preparing welcome gifts, carrying out checks, arranging gas and electrical inspections, replacing damaged items and dealing with the hundreds of little things that go into keeping holiday homes running.
They also don’t see the costs involved.
When somebody pays £500 for a break, that certainly doesn’t mean £500 profit. There are management costs, cleaning, hot tub maintenance, site fees, gas, electricity, insurance, business rates, repairs, maintenance and countless other expenses.
And that’s absolutely fine — we chose this business because we genuinely love what we do. ❤️
However, something we do need to address is complaints being made after guests have returned home, particularly when no issue whatsoever was reported during their stay.
Recently, we’ve had situations where guests have appeared to thoroughly enjoy their break, shared photographs of themselves enjoying the property on social media and even spoken to owners during their stay saying everything was great — only for complaints to arrive afterwards, accompanied by requests for refunds.
This puts us in a very difficult position.
If you find hairs on a floor, notice a cobweb, something hasn’t been cleaned to the standard you expect, or a piece of equipment isn’t working properly, PLEASE TELL US WHILE YOU ARE THERE.
We will never pretend that things can’t occasionally be missed.
We’re human.
Our cleaners are human.
Things can unexpectedly break.
But we have cleaners literally minutes away from site and a maintenance team available to deal with problems.
If you tell us, we can put it right.
What isn’t fair is giving us no opportunity whatsoever to rectify an issue and then contacting us after the holiday expecting compensation.
A photograph taken at the end of a stay also doesn’t necessarily show us what the property was like when you arrived, which is another reason why it’s so important to contact us immediately if something isn’t right.
Everything we ask from you before your holiday is designed to make your stay better.
When we double-check guest numbers, it’s because we want the correct beds prepared.
When we ask whether you’re celebrating something special, it’s because we’d love to make it that little bit more special.
When we offer early check-in, late checkout and other extras, it’s because we want your break to work around you.
Even the messages we send before your arrival are there because we care about getting things right.
Unfortunately, we’ve recently experienced a small number of situations where we have felt pressured into offering refunds or compensation after a stay, despite no concerns being raised while the guests were actually with us.
That’s something we simply can’t continue to do.
If there’s a genuine problem, please tell us.
We won’t be offended. We won’t argue with you. We’ll do everything reasonably possible to sort it out.
But please give us that opportunity.
And to the overwhelming majority of our guests who come, enjoy their holidays, respect our properties and return to us time and time again…
THANK YOU. ❤️
We genuinely appreciate every booking, every recommendation, every lovely review and every returning guest.
We’re incredibly proud of the little family business we’ve built, and we’ll continue putting everything we have into making your holidays as special as possible.
Sorry for the slightly longer and more serious post than usual — it’s been a frustrating couple of weeks and we felt it was important to explain our side.
Thank you for understanding. ❤️
