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Booked a three night stay with stay Gower. Sadly 4-5 days later it was cancelled by them with just an explanation of it being double booked due to a glitch in the system .. and these things happen sometimes.
Waiting for refund
I recently stayed at Wood Cottage, Bishopston, a property managed by Stay Gower, and wish to formally record my dissatisfaction with both the condition of the property and the subsequent handling of my complaint.
Upon arrival, the property was not presented in a clean or habitable condition. There was clear evidence of inadequate cleaning, including dirt and residue in the bathroom areas (bath and shower), and what appeared to be human faeces on the bathroom floor. In addition, there was dog faeces present in the garden, indicating that basic pre-arrival checks had not been carried out.
The property was also notably cold and affected by significant damp. A dehumidifier was already in operation in the main bedroom on arrival. I was later informed that there had been a leak; however, it is evident that the issue had not been properly resolved prior to occupation, as the damp appeared to affect the property more widely.
The standard of provision was also below reasonable expectation, with only minimal basic items (such as glassware) available.
I raised these concerns directly with Stay Gower during and after the stay. The response provided was, in my view, inadequate and lacked appropriate accountability. While apologetic language was used, no meaningful resolution was offered. My request for compensation, including for personal belongings affected by damp conditions, was declined. I was informed that any funds would instead be allocated towards cleaning the property following my stay.
As a result, I escalated the matter through Booking.com, who, upon review of the evidence provided (including photographic evidence of the property condition and its impact), determined that a refund was appropriate and subsequently issued this.
In summary, the property fell significantly below acceptable standards, and the handling of the complaint did not reflect an appropriate level of customer care or responsibility. I would strongly advise that improvements are made to both property management processes and complaint resolution procedures.
Avoid booking accommodation through this company at all costs the whole experience was totally unacceptable.
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