“Michaelmas Cottage, Drewesteignton.”
4th – 11th September 2020
We have no complaint about the cottage itself – it is exactly as described on your website, and it is comfortable and well fitted out.
However, as you will be aware, we were warned by telephone around August 21st that some potentially disruptive building work was being undertaken on the cottage next-door-but-one. After an email discussion, we agreed to accept a discount of 10% to reflect the change of circumstances, with the proviso that we could contact Helpful Holidays if the situation was not as described, or became worse.
When we arrived at the property, we were surprised to see that the cottage immediately next door was covered in scaffolding in preparation for re-thatching. There was a walk-way all around the cottage overlooking the walled garden of Michaelmas Cottage. The privacy of the garden had disappeared completely. We quickly realised that this was not the building work we had been discussing with your customer care team, but a completely separate project. We therefore had had work going on both sides of Michaelmas Cottage!
After several attempts and long waits on the telephone, morning eventually I contacted your company on Monday and told them about the new situation. My call had been transferred to your head office, and the gentleman I spoke to appeared to be unaware of the second lot of building work. He asked what were my expectations. It had previously been established that there was no alternative accommodation in the area, and he asked if I was seeking additional compensation. I asked if someone from Helpful Holidays could simply drive to the property (only 4 miles from your local office in Chagford) to confirm what I had told him. He said that he would speak to the owners and a local representative, and get back to me. This did not happen.
The thatchers duly arrived to strip off the old thatch, and on the following day re-thatching started. Meanwhile, the three builders’ vans and the thatcher’s truck were parked about 18 inches from the kitchen and sitting room windows with constant to-ing and fro-ing. I will say that the builders acted considerately and made as little disturbance as possible, but the whole thing was a major disturbance on our privacy and enjoyment. We certainly would not have booked the cottage if we had been aware of what was going on.
It is extremely disappointing that Helpful Holidays did not get back to me, or visit the property to assess the situation. I trust you will respond urgently.
David Gillett
Thank you for taking the time to leave us your feedback. We’re delighted to hear how much you liked Michaelmas Cottage and that you found it exactly as described. We’ve discussed the situation with the owner and they’ve advised us that had they known about the thatching work taking place (which is now complete), they would have informed you in advance (just as they did with the other neighbours building work). Thatching is an amazing traditional skill to see, but we appreciate you found them being next door disappointing. We are glad to hear the builders were quiet and respectful and do hope that the steps we took to outline possible disturbance were well received. We hope that overall you enjoyed your stay on Dartmoor and we hope we’ll see you again soon.
Property Owner
