The Redwood Retreat

Excellent only thing it was a bit difficult get my Landcruiser out of the car park

Great property, great location

No hot water until day after we arrived due to electricity having been turned off. We had to turn it on when we arrived. Dirty sheets in laundry. Shower water pressure practically non existent.

The first issue, we had no hot water for the first night because the main power switch was left turned off for a long time. We had to turn on the main switches to get power and the water tank did not heat up enough till the next morning. Imagine the feeling when you can't get a hot shower after coming home on a rainy cold winter night. When I complained, an agent came and checked the hot water system and asked us to wait till next morning. The second issue, the carpet was not vacuumed. We noticed this when my 10 month old started picking dead bugs from the floor and putting them in his mouth. The third, there were dirty towels/cloths in the washing machine. The fourth, the king bed is actually two single beds put beside each other. The hard seam gives you a nice back pain in the morning if you cuddle with your partner. The cherry on the top was appalling customer service. When we were leaving, I decided to talk to someone at the office and ask for a refund. The person at the front desk was on a call and she pointed at a box and told me to leave the keys. I told her I need to talk to you and I waited till she finishes her call. After, I said I have to make a complaint and listed the issues I had and asked for a compensation. The moment I finished she snapped at me we don't give compensations. When I asked further, she told me that it is not their responsibility because it is the land lord's responsibility. I explained to her that she can't claim that it is not their responsibility because they are financially benefiting from renting the house. When she had no answers she went on to say that I was being rude to her. I did not use any profanity at anytime, but I was upset at the way she respond me. Then this person started demanding/ordering me that I place the keys in the box as if I was going to steal them. That was the first time in my life I was treated like that. I never had any intention keeping the keys, I was very surprised to learn that that is how these people think of their customers. When I mentioned about the dirty clothes in the washing machine, she snapped at me again and told me that the cleaner does not clean the washing machine. (So.. do they expect clients to wash their dirty towels and empty the washing machine for them?) Her response to the unclean carpet was that I know for a fact that the house was cleaned and went to check her notes. But she failed to present any evidence that the house was cleaned before giving to us.

Really happy with the price and had everything we needed. Would book there anytime we are down at Cowes.

Great property in a great spot

This was a lovely quiet property in a good location and a good size. Really happy with but the only down side was a quite annoying one. The main bed was rock hard to the point I could not sleep in it. Kids beds were ok. The lounge was also not very comfy and not really adequate for a family of 4. Kitchen, bedroom, laundry, lounge were of a great size and v.good, things well supplied. Would happily stay again if not for the main bed.

Clean unit located amongst 2 quiet neighbours. Located just out of town away from the hustle and bustle it is the prefect location for a family getaway.

I loved the unit. Everything about it was 5star. Convenient location, cleanliness, lock up garage, facilities available and value for money. Would recommend to anyone.

Very happy , the only thing wrong was the double bed it was very uncomfortable, everything else was good . Thanks