Overall, our stay at Rose Cottage was deeply disappointing and fell well short of our expectations. The issues we encountered had a significant impact on our enjoyment of the holiday, and despite assurances from the management company that guest feedback is acted upon, several of the problems we experienced appeared to be longstanding and remained unresolved during our stay.
One of our main concerns was the standard of cleanliness on arrival. While the management company offered to address the issues after they were reported, we were expected to accept the cleaning company returning to the property after 6.30pm. This was particularly frustrating given that we had already spent more than six hours away from the cottage during the day specifically to allow ample opportunity for the property to be properly cleaned. In our view, this shifted the inconvenience onto us rather than recognising that the cottage should have been prepared to an acceptable standard before guests arrived.
Another major disappointment was the Wi Fi, which was simply not fit for purpose. We experienced extremely poor internet performance throughout our stay. We understand that the management company attributed this to local infrastructure limitations, citing average speeds of between 1 and 11 Mbps. However, having stayed in a property less than 10 metres away the previous year without any connectivity issues, we found this explanation difficult to accept. Furthermore, we understand that concerns regarding the internet service had been raised previously, yet no meaningful improvements appeared to have been made. Given that the internet connection is expected to support both a Smart TV and guests' day-to-day connectivity needs, the current service falls well below what most people would reasonably expect from a modern holiday property. Prospective guests should be clearly informed of these limitations before booking.
What disappointed us most, however, was the response from the management company. At no point did we feel that the impact these issues had on our holiday was genuinely acknowledged. Most striking was the absence of a sincere apology. Rather than demonstrating empathy and understanding, the responses focused largely on explaining why the problems had occurred. While explanations have their place, they came across as excuses rather than an acceptance of responsibility. As paying guests, we expected greater accountability, a more customer-focused approach, and a genuine recognition of the inconvenience caused.
Ultimately, while problems can arise in any holiday property, it is how those problems are handled that defines the quality of the customer experience. The lack of empathy, accountability and meaningful acknowledgement of our concerns significantly compounded our disappointment and left us with a very poor overall impression of both Rose Cottage and Dart Valley Cottages.