We arrived on the 13th of July on…
We arrived on the 13th of July on arrival the reception staff was friendly and professional
We were staying in the coppice c 5 a dog friendly lodge .when we arrived at the lodge we opened the door to a very unpleasant smell in the utility area , living room, and kitchen areas . We also noticed clumps of white dog hairs on the floor .
We informed reception straight away they said they would send the house keeping . The house keeping arrived promptly they said they would re clean the floors and spray the curtains and wipe down the settees .
We went outside so they could do this .
When we went back in we could still smell it but could also smell the air freshener . We said that was ok and still had the doors wide open the house keeping team said to inform reception if we had any more issues
We went out for the evening and on return to the lodge we were met by the unpleasant smell again we had to open the windows and doors .
We tried to watch the tv which was hopeless the reception was terrible and kept going off and freezing .
We had to close the doors when we went to bed the smell just got stronger we could smell it in the bedroom . The following morning we returned back to reception at 830 and explained the situation again
They said they would send the house keeping team again and try to find out where the smell was coming from and do a deep clean . we also said about the hairs and tv again they told us to go back later after our day out . We returned later in the day regarding the outcome they said they had re cleaned and changed the door mat and re tuned the tv .
When we returned back to the lodge the smell was still there it was very strong like dog urine there was still dog hairs on the floor and sofas and under the beds which was white and our dog doesn’t moult and isn’t white.
We called the receptionist manager again and the house keeping team came back we explained the smell was bad . I spoke to the manager again we explained we could not stay in the lodge due to the smell .We wasn’t offered any alternative so had to go home . It was very disappointing we have stayed here before and at sandy brook which is the same company with no problems. We have payed over £1200 for this to happen is unacceptable. We didn’t find the managers very helpful they didn’t even come out to see us when we left .this is meant to be a 5 star I sent a email on the 14th of July and still haven’t had a reply from senior management. We have sent them photos of the dog hairs and tv not working and this was after the third clean
We only stayed one night instead of 4 due to not been offered any alternative accommodation we said we will have to go home and the manager said nothing about us having to leave after one night and said you are going home then this is how important customer satisfaction is to them .








