When we check-in the property, saw the bed was uneven and with a doubt lifted the bed then see that the cot was broken. It was neatly covered with the bed and linen, If it was not noticed before, it could have hurt my children back. Two nights I had to sleep on the sofa and after many follow ups got it fixed after 2 days. Heating System: There are no instructions provided how to switch on the heating system and the customer service manager whom I spoke also don't have proper knowledge how to on them. I googled then find out. Having these major problems, we didn't see much about other small issues, but after checking out the manager says that sink is cracked, I said that crack was there when we check in but did not think much to report it. The Manager says that she checked the sink before, it is not cracked but when I ask have you not checked the same way beds and cots which are broken then there is no answer. Now the deposit amount of £250 is not refunded and when I asked for not reporting will you not refund the whole amount of £250, and the sink will not cost you £250. There is no response or explanation for this from the manager. Very disappointing...

The flat was spotlessly clean, and the location was convenient next to the train station.

There is essentially no customer support available for this property. All phone numbers provided for the booking were useless as no one ever answered the phone, after mutliple tries over multiple days. For help with emergency issues, such as not being able to find the lockbox to check in (which is very hidden, at a different property 15 mins walk from the flat), or not being able to find any bin bags or dishwashing soap, we were left without any assistance. The only way to get in contact was through the booking.com messaging app, and even then replies would arrive hours or even days later, and only once we'd made a formal complaint with booking.com. The flat itself was overall in good repair, but it was unacceptable that such basic items as bin bags or dishwashing soap were missing, especially as there were only three plates and one glass, so we needed to continuously wash dishes in order to eat. When the managers finally sent us these items after complaining, it was halfway through our stay and far too late. The beds are also really uncomfortable. This flat is absolutely not worth the expensive rate, and I would strongly recommend not to stay here. Most importantly, if there is any emergency, there is no support and no one you can contact by phone - you would be on your own without any help.

facilities are good and the house is so cozy.

N/A

Location and facilities within.

Delay in response from the staff.

Location was good, though i was travelling by car but train station is at walkable distance. Key collection is little tricky. And if you cannot get inside the building collecting keys is bit tricky. Property is nice clean with netflix amazon available.

Collecting keys.