Cottage holiday - Cleanliness

[Spanieljoker]

We have a cottage in the Cotswolds and we had guests staying there. The property is managed by a thirdparty and we had cleaners there staying (4 hours!) and they state they cleaned the property from top to bottom.

The couple left 3 days early because the property was not up to standards…
she claims :

there is lichen on the furniture in the garden

the aga had some dust and one cupboard was dirty (i know this cupboard has chipped paint inside but it was dusted and cleaned) It is an old cottage kitchen and we didn’t renovate

pans with worn nonstick surfaces

floor with paint stains from past decoration

They claim this was too much and they could not have a restful stay and therefore left early?!
I really don’t understand. It is a lovely rural cottage with character. Is this that bad ? It is scaring me and wondering if this business is worth it. If every guest will complain for anything and make our life impossible.

You’re renting a house for guests to enjoy and therefore it needs to be immaculate. No dust, no dirty furniture, mattresses (putting that in for good measure), dirty or broken pots, dishes, etc.

I go on holiday to relax and enjoy my space and would not feel comfortable in a house that isn’t clean or properly furnished. I would do the same as your guest and leave.

You sound like an excellent host!

I ran a holiday let which had good reviews and most people were lovely. Some want five star property for the cost of a hostel. The wood floor got ruined and carpets filthy because no one took boots and shoes off, lawn ruined by dogs toileting on it, complaints about no tumble dryer, complaints the village had no restaurant etc. One couple moaned we hadn’t left them any shopping and they were hungry 🤔 and the worst ones 💩 in the bed and the bath. I don’t have this business any more lol. Yours sounds fine OP.

Had to laugh at dust on aga. Mine gets dusty within seconds of cleaning. The worn pots and pans would be the only thing that annoyed me but I wouldn't have left.
We had a shower that wasn't draining in a cottage we went too. Drain full of months worth of hair. Owner tried to say they cleaned it regularly when I told her. Clearly not.

oh I think you have said enough for the guest to recognise themselves if they are in here!

The point I’m making is that maybe the OP is being vague on location so she can charge more. ‘Prime Cotswolds location’ sounds to me like a way to charge as much as possible to the customers by using the pull of a known beautiful and touristy area. My feeling is the property isn’t even in the Cotswolds 🤣 I mean, OP’s attention to detail and cleanliness isn’t exactly on point… Maybe I’m just being an old cynic.

It is in the Cotswolds 100%. You can go to Daylesford Organic by walking if that’s helpful for you

Wow some people here are not very friendly 🤣 I’m never posting anything again about a personal problem

Yes the Aga is a pain. Any tips for being on top of it welcome 🤣

OP i wish you could post a link as I would potentially be interested in booking for that price in that location ! We have paid more per night for a rather cramped (modern) air BnB

Is it possible to send private messages on here ?

'OP’s attention to detail and cleanliness isn’t exactly on point… Maybe I’m just being an old cynic'

But the complaints were so nitpicky . Bit of dust on an aga? As a pp said you wipe them and they seem to attract dust immediately. A chipped inner cupboard and worn pans?

Things to complain about would surely by grubby surfaces, dirty sheets, dirty bathroom, property not as described. Worn pans and lichen on outdoor seats?! They were trying to pull a fast one and hoping for offer of a refund.

I quite fancy a week in the Cotswolds now even with a bit of dust and lichen

Anyone interested can actually PM you and ask for details. I think I will too actually, certainly would be useful for future reference.
I don't mind a chipped cupboard or a few spots of paint at all!

I don’t know what Daylesford Organic is, sorry. Is that an organic festival?

OP- I use these on my aga which seem very good. https://www.agacookshop.co.uk/aga-e-cloth-set.html?gad_source=1&gad_campaignid=17419929559&gbraid=0AAAAADzhfpFDzRWusefSwoYb20i4YDY6Z&gclid=CjwKCAjwzevPBhBaEiwAplAxvjU3OWsznzuofZynQE8NGMkvcsei1g9txIU0AvVDbYSWYo8oT1kKxhoCwaUQAvD_BwE

@tobee I agree it's always previous guests who have used metal implements that wreck the pans

@Spanieljoker I recommend buying silicone utensils if you don't already have some as some people don't like wooden ones. Recommend treating all guests as stupid. Last property we stayed in we got called by the letting agents whilst travelling home to ask where the key to the patio door was. It was in the key safe but the new guests hadn't spotted it even though I thought the key safe was quite obvious (looked like a beach hut) and mentioned in the information folder where it was. Also suggest that your cleaners start to check the pans. Irritating I know as it's not normally part of a cleaning ritual but once a every couple of months/six months should be sufficient. Hope it all goes well going forward

Cool. Anyone interested im happy to send details privately but not here as im sure ill get plenty of comments criticising my shabby cottage 🤣

These are things I personally, and a lot of people, wouldn't have even noticed or cared about especially at that price. My sister has an Air b n' b so I am used to tales of (luckily in a minority) unreasonable people. She has had to put in her listing that there may be the odd cobweb or two as she can sometimes only clean a few days before the guests arrive due to work and spiders like to be busy. One guest reviewed that there was just the right number of spiders in the house. I shall also PM you for details of your cottage.

Be careful op as you will get weirdos/trolls pretending to be interested in a break messaging you who will then report back unpleasantly on here on even worse leave you bad reviews.

🤣🤣🤣🤣 So I was right to not post it on the thread right?

once you have sent the details by PM, posters can do what they like with them........

This is my take. We stay in National Trust cottages and I would expect lichen!
There usually are some niggles with pans and knives (never good enough knives, and nobody else but us seems to cook) and I would try and keep on top of that for future guests.
For the other issues, they should have sent some photos. Tiny speck of paint besides the stair carpet which has been there since the stairs were last varnished - fussy guests. Huge, new stain on the carpet - needs dealing with.

We have an old holiday cottage in the cotswolds too. Old floors always have paint from previous decorations, some of our floorboards are from the 1800s. I think every maybe 50 guests we get a "this wasn't up to standard" and you just have to suck it up. Some people want brand new show home inside an old bones house, and in the cotswolds they don't realise that it costs a lot more than they've paid because property is so expensive here.
Objectively look at each complaint, address anything you need to. Visit yourself to inspect and don't rely on 3rd party cleaners. Take action you genuinely think is needed and ignore the random odd balls, unfortunately it's part of the business - take any useful feedback but ignore any nonsense.
Top tip - go stay every year, you'll soon work out where any gaps are.

It's right in the middle of the peak London weekend away cotswolds, it's an incredibly expensive farm shop/spa/restaurant complex run by the wife of the owner of JCBs. It's incredibly popular with the Beckhams, Camerons etc. It's basically the heart of the rah London, fairfax and favour, pop to Jeremy's brewery types. Very enjoyable to go and express shock at the prices "Mate!! It's £2.59 for a courgette!!!" "No way, look at this jam, it's £8 a jar!!"

Basically, OPs house very much IS in a prime cotswold location.

Thank you for this accurate description 😂😂👍