Host & Stay | White Lodge

Amazing review thank you !! I’m thrilled you all loved everything about your stay and found the property comfortable and well equipped. We would love to host you again.

Hi Paul. Thank you for taking the time to leave your review. We sincerely apologize for the inconvenience you experienced during your stay with us. While we acknowledge the issues you reported, our Terms and Conditions state that any concerns raised during a guest's stay must allow our Guest Services Team a reasonable opportunity to investigate and resolve them. Upon receiving your report, our team was prepared to arrange for a member of our housekeeping team to attend the property and rectify the issues. However, please note that cleaning and maintenance visits do require a reasonable amount of time to be carried out. We understand that you requested either a relocation or a full refund. Unfortunately, we did not have any alternative properties available to accommodate a relocation at that time. With regard to your refund request, we are unable to offer a refund in this instance. In accordance with our Terms and Conditions, we must first be given a reasonable opportunity to investigate and rectify any reported issues before compensation or a refund can be considered. As we were both willing and able to arrange corrective action, the booking does not meet the criteria for a refund under our policy. We appreciate your feedback, as it helps us continue to improve our service, and we regret that your experience did not meet your expectations.