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One here for holiday cottage owners (if you are renting them out.)

50 replies

NotonTheHighSt · 16/11/2021 14:04

If you rent one out, do you ask for feedback from guests?

I've just had a week away in a lovely cottage - location great, etc etc - and it was 5*. BUT the mattresses were saggy and past their best. (The cottage was first rented out 10 years ago.)

It's a place we'd love to keep going back to but the beds really put me off. I hated going to bed each night as each side of the bed was soft compared to the middle!

It's hard to know if they were first bought as 'soft' mattresses or are just worn.

Is there any way to raise it with the owner on the basis we'd love to be regular guests but the beds need sorting out?

OP posts:
NotonTheHighSt · 17/11/2021 07:48

@SeaisBlue I never ever said I'd leave comments as a review. There is nowhere to leave reviews anyway as they handle all the bookings themselves and not via an agency. Yes I could use TripAdvisor, but I don't feel it would be fair. It may well be the cleaner who isn't up to scratch.

I've used self catering places for over 40 years so have a pretty good eye for what's good or not!

@WombatChocolate They actually list washing up and cleaning products on the property description as being included.

I know I'm fussy but that's partly because we have stayed in a fabulous place several times where they have all these things spot-on.

OP posts:
TizerorFizz · 17/11/2021 07:49

@NotonTheHighSt
I doubt anyone with a cottage will replace mattress wax every 6 months??? Are you mad? Mine cost £ hundreds!! Of course they last and are good quality. They are not used every day! They are used for little more than half the year. I inspect them when I’m in the house and they have toppers and protectors. If there was any issue they would be changed but they are still great. If you prefer a cheap hotel then by all means stay in one!

As for half used loo rolls??? Why would anyone throw unused paper away? What a total waste. It’s something we really shouldn’t do now.,Let’s all cut down on waste and that could even include mattresses.

kitcat15 · 17/11/2021 07:58

@SparklingLime

How is it tricky to email them with that bit of very mild feedback, *@NotonTheHighSt*?
This 🤷‍♀️
NotonTheHighSt · 17/11/2021 08:17

I doubt anyone with a cottage will replace mattress wax every 6 months??? Are you mad

@TizerorFizz No I am not mad! Are you? Did you not understand that I was comparing how one hotel chain does it so often, yet on the other hand, some holiday cottage owners think a mattress lasts 10-15+ years!

Most domestic mattresses should be replaced every 10-ish years although if they cost £5K and are hand sewn you can get more life out of them Grin

OP posts:
BruceAndNosh · 17/11/2021 08:18

We used our spare bedroom last year when our room was being redecorated, and I was embarrassed to discover how bad the mattress had become!
It was replaced before our next guests...

NotonTheHighSt · 17/11/2021 08:22

@TizerorFizz You miss the point again. No one is suggesting the loo rolls are thrown away. In other places we stay in, the cleaners can help themselves to half-full rolls, or they are put in the loos in a barn where kids play games.

When anyone moves into a holiday rental, they want to see no evidence of anyone else being there. It's small touches like new loo rolls that help. I actually think it's a bit unhygienic to use a loo roll that's already out on display next to the loo (public loos always have them in a holder so they are covered.)

OP posts:
TizerorFizz · 17/11/2021 08:37

@NotonTheHighSt
Please don’t book my house!

SeaisBlue · 17/11/2021 08:41

Nor mine thanks!!

Fizbosshoes · 17/11/2021 08:53

We stay in self catering or air bnbs quite regularly (5* or anything with a hot tub described as luxury is normally out of budget)
I'd expect there to be toilet rolls, but not necessarily enough for our whole stay. Likewise if there was washing up liquid or bleach, I wouldn't feel it had to be a new bottle every time. (We stayed at a caravan once where they didn't supply anything beyond furniture and fittings - no loo roll, no washing up liquid, no cleaning products...but asked us to clean thoroughly at the end of our stay Confused )
The last 2 air bnbs we've stayed had no wine glasses '(and no bottle opener in one) which I would have thought was a fairly basic thing.

NotonTheHighSt · 17/11/2021 09:14

@TizerorFizz and @SeaisBlue

I won't! Grin

Your posts just confirm my initial post.

You are both easily offended by a guest having certain reasonable expectations.

These cottages are 4 and 5* HOTEL prices per night. I don't expect to cart loo rolls on a 5 hr car trip or pop them into the food delivery. (Although I always take one, just in case!)

Likewise, washing up liquid. It's a HOLIDAY! Guests want to forget all the domestic stuff they do at home and have it provided.

These are basic requirements. over a week or two, guests may want to actually give the loo or bath a quick once over, just as we would at home.

It's not as if we are going to STEAL any of the stuff, when it's costing £1K a week.

OP posts:
Caspianberg · 17/11/2021 10:28

@NotonTheHighSt - £1000 isn’t a 5 star hotel price for a cottage

Say the place sleeps 4.
£1000/7 nights - £142 per night
£142/4 people - £35.70 per person per night

Do you really expect 5 star hotel everything for £35 each per night? What 5 star hotel do you know that charges that?

From that £35 per night, most hosts are paying full taxes, cleaners or there own wage, costs of cleaning materials, electric, heating. Replacement bedding, towels, furniture and appliances as needed. Higher insurance etc

Remember most only rent for the peak weeks ie 8-14 per year.

Pinkdelight3 · 17/11/2021 10:43

When anyone moves into a holiday rental, they want to see no evidence of anyone else being there.

That might be the case for you but you can't extrapolate for anyone. I'd be fine not to have all full loo rolls, esp if there were also a couple of back-ups (most places, even v expensive ones I've been to, only have enough to get you started for the week and invariably self-catering involves a fair few trips to the general store). Your idea for the cleaners to continually keep any loo rolls that have been opened and your hygiene fears from using a half-full loo roll are fairly bonkers, sorry.

On the original point, I think it's fine to mail and mention that you found the mattresses a bit too soft and leave them to assess and decide whether it's worth addressing or not to secure your future custom. On the evidence of the rest of your posts though, i do think you're a bit picky.

Frankie4me · 17/11/2021 10:53

Hotels definitely aren’t changing mattresses every 12 months - this is a major project every 8-10 years. They buy expensive, quality beds, turn them when necessary and if there is an issue would replace a particular mattress. However most mattresses wouldn’t be changed for many years.

NotonTheHighSt · 17/11/2021 11:56

@Frankie4me Premier Inn do unless you don't think of them as a hotel.

@Caspianberg You're taking the piss surely? As an example, Marriott 4 and 5* star hotels charge around £120-£150+ per night for a double room for 2 people including breakfast. I stayed in one recently for that. Major city centre.

I am not out of order for exapecting

1 Beds that are not past their best
2 Enough loo rolls and washing up liquid to last for the stay, considering the house is marketed as a 'Premier' cottage.

They are not big asks, they are basic supplies in an upmarket house.

I know enough about the industry to understand the owners' fixed costs.

I also know that other places we have stayed in do it better.

OP posts:
SeaisBlue · 17/11/2021 11:57

It sounds like you need a hotel abroad not a self catering holiday cottage.

averylongtimeago · 17/11/2021 12:29

We run a gîte in France-
I provide loo rolls, new one on each holder and a couple of spares. Cleaning products- provide kitchen, bathroom and loo cleaner (which along with the loo brush is very rarely never used) also provide W-up liquid, dishwasher tabs (1per day plus a couple) and some washing tabs.
I don't provide full bottles, but they are around half full.
Because yes, full bottles almost always go missing and to replace the full set each week costs €€€.

As for comments, yes please tell me if something isn't right so I can fix it. It's no good waiting until Saturday morning at 10 to tell me the dishwasher is making a funny noise, or the tap has broken, when I have new guests arriving in 5 hours and have no time to sort out the problem.

As for beds- well I do check them at each change over, mattresses are turned regularly but if I don't sleep on them I won't know unless you tell me- although please, for obvious reasons, tell me by email or message
so I can do something about it, don't ruin my review score.

WombatChocolate · 18/11/2021 16:41

I think some people expect too much and don’t realise what ‘premium’ means and costs.

As others have said, in peak holiday weeks, £1k won’t be buying you a premium cottage for a large group. People often pay that for a caravan on a park. It might get you a fairly average cottage for 4. You can easily be looking at £2-3k for a luxury place to sleep 8 in a prime location.

Even at top prices, places won’t look as if no-one has ever stayed in them before. Towels won’t always look brand new and never washed. Sofas won’t look as if no-one has ever sat on them, or carpets just laid. Even in things are replaced regularly, these places can be used hard and simply won’t look brand new for very long, although substantial wear shouldn’t be evident.

Regarding consumables, I think it’s extremely non-green to want full bottles of stuff you might use a tiny bit of, or no part used loo roll or kitchen roll. What’s wrong with a loo roll that has the end folded to show someone has checked it, plus a spare or two. What’s wrong with a half used bottle of washing up liquid?
And we are talking about self catering places. SELF is a key word here and unless it is specified that there will be lots of consumables, you shouldn’t expect somewhere to provide you with all the items you’d provide yourself. Of course, if that is important to you, look for places that do provide some of those and offer a service to pay for, or it’s included in a welcome hamper, or local produce hamper, etc.

I think that if people are wanting food to be there on arrival, all consumables etc, then a hotel, or possibly daily service etc property is what they want and not a self catering cottage. Sometimes people have stayed in hotels or serviced properties previously and forget the differences.

And I agree there are cheapskate holiday cottage owners out there. They can be in fab locations or rubbish ones and be providing rubbish beds, or anxient bedding, or properties not decorated since the 70s, or shabby and worn furniture and facilities. It’s not really good enough.

For those who want the best, go with a named company that vets and sets very high standards for those who let with them. English Country Cottages has a rigorous checklist and won’t be tolerating 1980s shagpile carpet, or beds from the 1970s. They will have Minimum standards about matching furniture in bedrooms etc for their different star ratings. Even then, the properties are self catering, and whilst you will probably get towels and bedding, you’ll still be expected to provide tea towels, beach towels etc. They are not hotels.

Kennykenkencat · 18/11/2021 17:05

I get where you are coming from.
We moved house recently and moved from holiday to holiday let 5 times.

None had a mattress that was newer than 10years old.
One I think was renovated in the mid 80s and that is how old the mattress was.

Whilst some were nice and clean and they had left lots of loo rolls and washing up liquid type stuff and had put a lot of care into things they all had mattresses that were not really comfortable.
One was so dire I woke up one morning in agony to find that one of the springs was stuck under my rib cage.

One advertised WiFi. None of us could get a phone signal let alone internet and even tv was a right off. We would have to drive to the nearest town to make a phone call

The problem appeared when we found the place on Tripadvisor was the owner refused to believe anything anyone was telling her and thought people wanted a refund and accused people of making stuff up.

GETTINGLIKEMYMOTHER · 18/11/2021 17:13

Half used loo rolls wouldn’t bother me at all. A lot better than one place we stayed at, where there were 2 loos and no loo roll at all on arrival - and I was desperate for a wee. Dh had to be sent instantly on an errand of mercy - luckily there was a Co-op nearby.

Whyamistilltired · 18/11/2021 17:23

I run an airbnb and wouldn't dream of leaving half used loo rolls! No-one wants reminding that someone else used that loo 12 hours earlier. I chuck them in the cleaning basket and use them for spills on bathroom floor etc, they don't go to waste but new guests get 5 brand new loo rolls on the holder plus another 3 spares in the cupboard. Can't bear people grinching on basic stuff like loo roll. Also nice clean decent size towels always, goes without saying.

WombatChocolate · 18/11/2021 17:31

Why doesn’t anyone want to think someone else has used the loo before? Dont they ever go in public loos or toilets at work?

They need to know the loo has been cleaned. That’s the key thing. It’s why cleaners often fold the corner of the loo roll…to indicate attention has been given. Most people are fine with that….and most these days would rather there was less waste than pointless replacing.

People want a sense that someone has been in and cleaned. A bit of a smell of floor cleaner, is encouraging to people. It doesn’t have to appear that no-one has ever been there. No-one wants pubes in the bath, but evidence it’s all been wiped thoroughly and cleaned is good.

amillionmenonmars · 18/11/2021 17:33

I don't think it unreasonable to expect full loo rolls - one and at least one spare. As you say OP they can be taken away and used by the owner, but as a guest I would expect an unused roll.

Yes also to a full bottle of washing up liquid and bleach. These can easily be topped up from a larger bottle so it's not creating any excessive plastic waste.

I also think it is essential to have a comfortable bed. I think that expecting a mattress to last beyond 10 years in a rental is ridiculous. The best houses we have stayed in have generous mattress toppers on them. Decent pillows (and a spare for each person) are a must two.

SexyNeckbeard · 18/11/2021 17:34

Stayed all over the place but too feeble to send an email directly to the owners with feedback?

WombatChocolate · 18/11/2021 17:35

And yes, decent quality towels which are obviously clean is important. Not the same as fresh towels every day. How awfully wasteful….and most hotels now recognise that and offer a replacement service whilst encouraging some re-use …..which most people happily opt for.

How do people feel about the idea of holiday cottage owners binning and replacing all towels or bedding every 3-6 months…….from an environmental perspective? Or mattresses every year? There’s certainly a balance between providing good quality decent stuff, and binning perfectly good stuff.

Both owners and visitors need to be able to balance that sense of liking new and understanding totally new all the time is a terrible terrible waste.

maofteens · 18/11/2021 17:42

Did they have a comments book?
I've stayed at a cottage that was highly rated on Airbnb. But though it was nice we had issues - one being the shower was either scalding or freezing, there was a low beam that cut right across the kitchen that I hit my head on countless times, and the owner came to the cottage four times! But the thing is I didn't leave feedback on Airbnb because the owner can too.

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