Extremely disappointing and distressing experience at Somerset Cottages, Sunderland.
We booked and paid for accommodation but encountered numerous problems, including poor cleanliness, unfinished plaster and building residue, concerns about electrical socket fittings, and a shower that was unusable for approximately two days.
We also had serious fire-safety concerns, including doors that did not close properly and an apparent lack of smoke detectors.
We documented these issues with photographs and videos and submitted a complaint. Instead of resolving our concerns, the property operator accused us of deliberately damaging the kitchen, which we strongly deny.
The situation escalated when we were prevented from entering the accommodation late at night during our paid stay. We could not retrieve our belongings without assistance, and police attended the incident.
After speaking to customer service from 11pm-1an We were left without suitable accommodation because we couldnt afford £10 different while they rejected to cover this different and ultimately spent the night in our vehicle.
Following the dispute, we also experienced further concerning conduct from the property operator, including negative online publications relating to our business, despite our stay being entirely unrelated to our professional services.
This experience caused significant distress. We have retained supporting evidence and would not recommend this property.