Rutland Stays: Left Us with a Sour Taste Verified listing

Rutland Stays - Avoid at all cost.

I am writing to let you know about my concerns and dissatisfaction with a recent experience at Rutland Point Building, Glaston Road, Morcott, Oakham, LE15 9DL, United Kingdom, which we booked through Booking.com for a family gathering over Christmas.

Upon our arrival, we were pleased with the apartment's ample bedding, accommodating the possibility of family members staying overnight. However, our stay was marred by a safety hazard. On December 23, 2024, our elderly grandmother tripped over a depression in the carpet caused by a collapsed section of the floor. Fortunately, she was not injured. We later discovered a similar issue in another part of the lounge. We promptly reported these safety concerns to Booking.com but received no response. To prevent further accidents, we covered the affected area with a chair.

Despite these issues, we chose not to request a refund, although the apartment's condition arguably justified it. However, we were shocked and dismayed when Fern, the agent, informed us that our deposit was being withheld due to allegations of smoking and discarding cigarette butts outside the apartment window. This accusation is particularly baffling, as no one in our family smokes.

Furthermore, when we mentioned our grandmother's fall to Fern, her request for video evidence of the incident was both surprising and upsetting. Given Fern's purported expertise in property management and customer relations, her response and handling of the situation were highly unprofessional.

I am writing to you to find a solution to these issues, including returning our deposit and acknowledging the safety hazards in the apartment. We expect a prompt and satisfactory response to address our concerns.

Letting Agent Rutland Stays

Rutland Stays Website

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