Shoreline Cottages Ltd - Whitby Holiday Cottages

Have stayed at The Landings in Whitby several times but felt slightly disappointed this time. We always liked the house the location and the allocated parking. Felt the house was starting to look a bit tired and in need of a spruce up. Parts of the house had not been cleaned particularly well with dust / hair around edges / corners of rooms & fittings. Also, the toilet base in the en-suite was unclean. There were several large stains on the carpets also which I understand may be difficult to remove but look unsightly. Biggest issue was the bed. It was so uncomfortable! It was a really hard mattress with springs digging through - not experienced that on previous stays here so obviously a new mattress but a cheap one. Other issue was the drain problem in the en-suite. Drains / sink and shower traps need cleaning as smell from soil stack of toilet waste pipe was causing offensive smell back up through the drain holes. I am sure these issues will be dealt with by Shoreline and I would book again with them in the future.
Oct 8th, 2021

Mar 13th, 2021

Great last minute cottage booked with short notice. Amazing service from Anna at Shoreline Cottages that assisted in the booking. Fantastic cottage situated in a prestigious location of Whitby. Would highly recommend this company.
Aug 2nd, 2019

We stayed at Palmer's Cottage in Port Mulgrave.We chose Palmer's which is a large property in a quiet location with good reviews. We had some issues which I have discussed with Shoreline and will mention in our review . Our first issue was the set up of the hot tub hired for the week.This was due to having no outside electrical socket to plug the hot tub into.The hot tub has to be plugged in to heat the water and to maintain be the temperature. We did not feel safe staying there with young children.The management team came the next day and fitted two pieces of wood to the inside of the window so that we could use the hot tub..Thankyou for that. I asked for keys to lock the interior kitchen door between the kitchen and hallway but that said that they did not have any. It's a low crime area was not the response we expected.Nobody has complained before was another.Just unplug the hot tub was the other reply so we would be unable to use it. Shoreline have now advised an outside socket will now be fitted. Second issue was the swing chairs on the patio.My daughter had a fall after sitting in one of the chairs.The swing chair snapped off and my daughter was left on the ground only to be told that the owners stayed a couple of weeks ago and never noticed the condition. Shoreline have appolgised and advised both swing chairs will be replaced. Thirdly the availability of any contacts on the 24hour helpline numbers.Fourteen hours before a ring back when you have left an urgent message to call you back within the hour of arriving at Palmer's.We did not say what the issue was just expressed that it was urgent. Fourthly the cleanliness of the property. At first glance the property looks clean,table clean,fridge clean,the floor that you walk on looks clean but having young children we spent a lot of time searching the floor for little toys.Take a look under or behind the sofa or under the beds. Some cleaning was missed and some is done every 6months was the reply I received from Shoreline.Dead flies in the windows were to be expected. Shower plugs with hair and grime allowing water to overflow onto the bathroom floor was missed.The beer bottle lids and dust on top of the fridge was not a true example of the standards delivered by the cleaning team due to it been 6foot high.One of the bedsheets was stained and an apology was given from Shoreline. Fifth issue and most disappointing was the response from Shoreline regarding the condition at Palmer's and threats of legal action from leaving a negative review. We have phone records and photos which show the true account of our stay and we will not use shoreline cottages again.
Oct 1st, 2020

We recently stayed at one of shoreline properties in Whitby and although we were unhappy by the condition of the property we are more disappointed by Shorelines management of our complaint. We dont recommend them and would warn other people from using them in the future. The property was in poor repair, plaster falling off the walls, broken floor tiles and carpet gripper exposed etc. On the day we returned home from the three night stay we emailed shoreline expressing our disappointment at the condition of the property. We received a rather inappropriate email back Accusing us of putting a negative review on social media we had not at that point. We felt it was only fair to give shoreline a chance to address our concerns first. Shoreline was unaware of the broken flooring or poor decorative order ( the cleaners that prepared the property must have sight issues) Adamant the property had been very recently decorated. We had not complained at the time of staying We then responded back stating We arrived late on day one in the pouring rain, having trekked down steeps steps to find the cottage with bags a dog and a partner with health issues, then had to go and park the car a good 10 min walk away. Moving to a new property was not something that even occurred to us. It was goth weekend and all cottages as far as we were aware were booked up. We discovered the problems over the course of the first 24 to 48 hours we were only staying three nights. The guest book in the cottage had comments from previous occupant about the floor tiles etc so the problem had been clearly going on for some time. If it had been recently decorated I d be wanting a refund We had not left any negative review Having not heard anything for at least 2 weeks from shoreline we further got in touch asking if they had received our second email response. 24 hours later I got a response Yes they had received it Yes in fact the property was in poor decorative disorder due to a damp /flooding problem they had been unaware of Yes new flooring has now been laid thanks again for letting us know Because you didnt contact us during your stay were not really interested. Despite using shoreline multiple times in the past due to poor customer service over this issue we will not be using again or recommending to friends and family - It shouldnt be the responsibly of cottage guest to draw attention to the poor condition of a property and accusing guests of incorrectly leaving negative reviews on social media is just rude.
Nov 20th, 2019