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"The Hayloft was a wonderfully appointed cottage and at first we were thrilled."
Unfortunately going downstairs we noticed a musky damp smell. I hardly slept that night and my asthma was very bad. The bedding smelt musky and the next morning we pulled the bed out and the wall was damp and the back of the headboard had small mould patches on it. We had to leave as my asthma was very bad.
We left that morning, the owner was away so could not tell them personally but we did ring them. We were assured that if Sykes did not given us a part refund she would sort something out.
We had to find alternative accommodation but we only stayed for 3 more nights and had to cut our holiday short.
On return we followed up and after several calls and messages to the owner and Skyes they have refused to give us a part refund and say there is no mould! So it is our word against the owner and her cleaner!
We have stayed at many Airbnbs etc and have never had this problem We will not be using or recommending Sykes again and we will not recommend The Hayloft.
Firstly, I would like to say how very sorry we are that your holiday did not live up to your expectations. We pride ourselves on being responsive and willing to go to any lengths to ensure our guests are happy.
Unfortunately on this occasion we have been unable to find a solution to your issues as we could not find any trace of damp or mould. As you rightly state we were away on holiday ourselves, but would nevertheless have sent in cleaners immediately if given the opportunity. Unfortunately you chose to leave, informing me in your initial call that you were packed and leaving. Neither did you alert Sykes until days later; they would have sent in a quality standards assessor before you felt the need to leave and your claims would then have been independently verified. In the absence of any of these normal steps, I was left with making a judgement call while away. It sounded genuinely awful, so yes, I did mention the possibility of a refund. We immediately arranged for a third party to go to the cottage to assess the problem and take remedial action, he was unable to identify any unpleasant odours, or find any mould or damp. On pulling the bed away from the wall, a little dust and web (from the stone wall it touches) was visible, but was so obviously dry and clean that he questioned whether he had gone to the right property. I supplied photos at this point, before cleaning, to the team at Sykes, who have verified that there is no mould to be seen. The lime in the pointing does leach through a little, perhaps you mistook this white spotting for mould? Our cleaner then went in and reiterated the points of no odour or visible signs of neglect. The guests that arrived immediately after your stay were perfectly happy, and have left nothing but positive comments in the guest book. Taking all this into account, I cannot offer you a refund as we find no basis on which to do so. It is an old stone building, with years of historical agricultural use. The Hayloft is spotless, the bedding is clean and fresh and every other review we have ever received supports this, it saddens me deeply that we weren’t able to resolve this differently.
First of all, I would like to say how very sorry we are that your holiday did not live up to your expectations. We pride ourselves on being responsive and willing to go to any lengths to ensure our guests are happy.
Unfortunately on this occasion we have been unable to find a solution to your issues as we could not find any trace of damp or mould. As you rightly state we were away on holiday ourselves, but would nevertheless have sent in cleaners immediately if given the opportunity. Unfortunately you chose to leave, informing me in your initial call that you were packed and leaving. Neither did you alert Sykes until days later; they would have sent in a quality standards assessor before you felt the need to leave and your claims would then have been independently verified. In the absence of any of these normal steps, I was left with making a judgement call while away. It sounded genuinely awful, so yes, I did mention the possibility of a refund. We immediately arranged for a third party to go to the cottage to assess the problem and take remedial action, he was unable to identify any unpleasant odours, or find any mould or damp. On pulling the bed away from the wall, a little dust and web (from the stone wall it touches) was visible, but was so obviously dry and clean that he questioned whether he had gone to the right property. I supplied photos at this point, before cleaning, to the team at Sykes, who have verified that there is no mould to be seen. The lime in the pointing does leach through a little, perhaps you mistook this white spotting for mould? Our cleaner then went in and reiterated the points of no odour or visible signs of neglect. The guests that arrived immediately after your stay were perfectly happy, and have left nothing but positive comments in the guest book. Taking all this into account, I cannot offer you a refund as we find no basis on which to do so. It is an old stone building, with years of historical agricultural use. The Hayloft is spotless, the bedding is clean and fresh and every other review we have ever received supports this, it saddens me deeply that we weren’t able to resolve this differently.
Property Owner
Reviewed by Malcolm2.8★Oct 2024
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"Am amazing place to stay."
Everything was done to a very high standard to ensure your comfort. Cannot fault a thing. Kate & Terry were very friendly and helpful and are doing a wonderful job with this accommodation. It's really central to lots of lovely areas to visit. We'll worth a stay at The Hayloft.
Reviewed by Jacky5.0★Oct 2024
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"We had the most relaxing two weeks at the Hayloft, the welcome gifts were great and the home made scones were fantastic !"
From the comfiest bed to the great walk in shower the Hayloft has everything you need, Terry and Kate are great hosts friendly and helpful the Hayloft is a beautiful place to stay very quiet immaculately clean and within easy reach of some of the most beautiful places in Cornwall we will definitely be coming back next year, my wife already misses the chickens !!! Lisa & Dave
Reviewed by David5.0★Sep 2024
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"We had a lovely stay at the Hayloft."
Lots of very thoughtful touches, such as the welcome pack of bread, milk etc. Thank you!
The property was so clean and comfortable, the property itself finished to a high spec and stylishly decorated. Loved it
A great base location for exploring the area whilst being peaceful and relaxing after our days out. We have come back refreshed!
Reviewed by Stephanie5.0★Aug 2024
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"We had a lovely stay in thr hayloft - it is comfortable and well placed to visit the northern and southern beaches"
Reviewed by Maria5.0★Aug 2024
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"We had a wonderful stay, the cottage is beautiful!"
The location was located perfectly for us to visit St Ives, Truro, Penzance and more without having to drive too far, would 100% recommend.
Reviewed by Ryan5.0★Aug 2024
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"We had a wonderful few nights stay at The Hayloft."
We loved how private it was, yet still incredibly easy to get out and about to visit West Cornwall.
The little touches from the owners were extremely generous and really made the trip feel special!
The bed is extremely soft and comfortable and we just felt very much at home! We hope to be able to come back and stay another time!
Reviewed by Kate5.0★Jul 2024
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"It's a lovely converted farm building with everything we needed."
It is very convenient for visiting lots of Cornwall s beautiful resorts. Porthleven, Marazion ,Falmouth, St Ives and many other lovely places within half hours drive.
The hosts Kate and Terry are very welcoming and helpful. A large welcome pack with all essentials and flowers greeted us on arrival. The narrow drive to the property is a bit scary but got used to it. We do recommend the hayloft.
Reviewed by Heather4.7★Jun 2024
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"We had an amazing time at the Hayloft, it was perfect for what we needed."
Immaculately clean, and beautifully decorated..! The location was central to everything we wanted to see, and the welcome pack was a lovely touch and much appreciated.
Reviewed by Andrew5.0★Jun 2024
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"Excellent accommodation in a converted hayloft, with quirky upside down holiday living for two."
Lovely welcome from the host and a welcome surprise inside with prosecco, beer, bread, scones with jam & clotted cream.
A lovely place to stay and a great location.
Reviewed by Debbie5.0★May 2024
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"Thank you Kate and Terry for such a lovely stay!"
The Hayloft exceeded our expectations and we were so comfortable and relaxed for the whole weekend. Plus the location is perfect for anyone looking for easy access to explore West Cornwall. Can't recommend it enough.
Reviewed by Polly5.0★Mar 2024
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"We’ve just spent a week at the Hayloft and have thoroughly enjoyed our stay."
The loft is very well appointed with everything you need for a comfortable stay. The hosts Kate and Terry were very friendly and left us an excellent welcome pack that included a Cornish cream tea, wine, ale, juice, butter, bread and milk which was a lovely surprise and very much enjoyed!
Reviewed by Kay5.0★Mar 2024
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"This is a beautiful conversion of the hayloft — having the main room upstairs and the bedroom downstairs was a good decision and I meant in the late afternoon/early evening we could look out at the quiet countryside (we were there in late Jan) it was all Comfortable and snug."
The owners were away, but their stand-ins were friendly and very helpful. Totally recommended.
Reviewed by Richard5.0★Jan 2024
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"Lovely place to stay."
Welcome pack was great will book again in the future
Reviewed by Paul5.0★Jan 2024
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"Excellent cottage, super cosy, can't rate it high enough."
What a find.
Reviewed by Nancy5.0★Dec 2023
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"Great place to stay, has everything you need, lovers our cosy winter break and ..."
Great place to stay, has everything you need, lovers our cosy winter break and will definitely return as the people who own the cute little farm were so lovely and accommodating
Reviewed by Ella5.0★Nov 2023
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"We had a wonderful stay at the hayloft what a stunning Barn conversion with all the home comforts really peaceful."
The treats on arrival were a pleasant surprise, cannot recommend the Hayloft highly enough.
Reviewed by Tracy5.0★Sep 2023
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"The Hayloft certainly delivered on expectations."
It was very well appointed. It was comfortable and clean. We felt very much at home there for the week we stayed. The owners kindly left us some basic provisions and a bottle of bubbly which we didn't drink. The location was perfect for trips to sites of interest including Porthleven, various coves and coastal walks, Trebah Gardens and even The Eden Project. We would definitely stay there again.
Reviewed by Michael5.0★Sep 2023
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"Stunning cottage down a quiet country lane thoroughly enjoyed our stay we had ..."
Stunning cottage down a quiet country lane thoroughly enjoyed our stay we had fresh scones a beer as wine on arrival ad the hosts couldn’t be more helpful great location close to may of the attractions in the area definitely go back
Reviewed by Nigel5.0★Aug 2023
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"The place and oners were outstanding, we could not have asked for anything more."
Thank you so much for the kind review Jason. We loved meeting you both and are so pleased you enjoyed your stay. We. Would love to see you again in the future.
Property Owner
Reviewed by Jason5.0★Jul 2023
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"This cottage exceeded all expectations and was the best place we have ever stayed, we loved our break away and the location was perfect we couldn't have chosen a more convenient and beautiful town for exploring all of Cornwall."
We will absolutely be back soon! Immaculate welcoming and private with both Terry and Kate being the best hosts we have met thus far in our adventures! Thank you for the remarkable stay !
Thank you so much for the lovely review Sharan. It was so great to meet you and get to know you. We are so looking forward to seeing you again in the future.
Property Owner
Reviewed by Sharan5.0★Jul 2023
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