Clover Croft lodge - sleeps 4/5 with private hot tub

Thank you for taking time to review Tor Farm. Due to boiler issues on the day of arrival, we informed you prior to arrival that unfortunately we were unable to offer the lodge booked but could offer a more expensive lodge with better views. You agreed to this offer. On arrival you weren’t happy with the feel of the lodge, I came to greet you and I showed you another lodge that we had available that weekend. You decided to stay with the lodge provided. On return to the office as a gesture of goodwill I refunded £90 of our rental rate. In the evening you messaged as you said the hot tub temperature was at 35 and you felt the jets were not bubbly enough and that you were still unsure if you wanted to continue your stay. Immediately I contacted Brain who deals with hot tub maintenance for him to assess the hot tub when he checked the hot tubs between 8-9am the following morning. I messaged that evening to advise that the hot tub would be checked in the morning between 8-9am and if you decided you didn’t want to stay, we would offer a full refund should you be unhappy with the lodge. You said you would wait until the morning and see how you felt. In the morning I messaged saying that the hot tub had been checked and there were no errors, the temperature was correct, and the jets were working correctly. I also let you know that while the lid is up the temperature will decrease slightly as heat escapes and that when the hot tub is jetting the hot tub is not heating so temperature will drop again slightly. In the morning you were still not happy with the feel of the lodge so once again we offered a full refund should you not want to stay. You requested a full refund but to stay for the full 3 nights, we did not agree to this as you were staying in a beautiful lodge with outstanding views and using its facilities. You decided to stay in Buttercup lodge for the 3 nights at the now reduced price and not take the full refund offered. We wanted you to have a break away in this wonderful part of Somerset so offered you a newer lodge with better views. We offered a £90 refund after arrival as a gesture of good will. We offered a full refund should you still be unhappy with the lodge and not wishing to stay, even after staying for the first night. We tried to be as accommodating as possible, going beyond what was required of us and we are sad that you can’t recognise this.

Thank you for the lovely review. We are so pleased you enjoyed you stay at Tor Farm and we look forward to welcoming you back another time. Many thanks Karen, Ben and family