Dolphin Cottage Whitehills

Mar 18th, 2021

Jun 9th, 2020

Jul 5th, 2019

This cottage doesn't deserve even one star but sadly I can't post without it!!! Cleanliness?? Would you bathe your kids (or yourself!) in these towels!!? On arrival at the Cottage (which is undoubtedly in a stunning location!) we established there were no hand towels, bath only. When all towels were then looked at, we discovered not one was even close to being clean, truly hideous as you'll see from the photos! When pointed out via photo's, to the owner that we couldn't use the towels and could they please be replaced, I was told, and I quote from her text, "If you have any issues with cleanliness, take that up with the housekeeper when she visits. She will be putting herself out to visit so lets hope that her visit is as essential as you seem to be insisting." You could have knocked us down with a feather! The towels were the likes you'd see in a hairdressers following a cut and colour that wouldn't see the light of day again certainly not left for guests in a holiday cottage!!! The crockery was also in a very sorry state (photo attached of one particularly bad mug!) and the pillows were due for the bonfire. We didn't dare look at the mattresses under the sheets for fear we'd want to sleep in the car!!! Clearly owner profits are being put well above that of customer comfort. Is the customer always right, not in this case obviously! Would I recommend this cottage or any in the Banffshire Cottages fold, not in a million years !!! And in response to the owner comment below regards our "demands" I have my text sent to you at 22:49 on Saturday (we arrived at bang on 4pm, not early, ask your cleaner or even better check both our cars sat navs!!) pointing out how dirty all the towels and pillows were. The children were just in bed, not washed and we went to put on the dishwasher but were disappointed to not have even one tablet as a courtesy on arrival, unsure how this qualifies as demands (oh and I merely asked if there were matches or logs somewhere we hadn't yet found!!). The pics of towels were sent to you on the Sunday morning in daylight which returned an incredibly rude text "have you not washed then"!!! To which I replied the children certainly haven't, we had to make do! Your cleaner couldn't have been more apologetic and nicer about the embarrassing situation when she visited on the Sunday evening. To blame your customers for your own misgivings and rude, lazy approach to customer service speaks volumes!!!
Oct 2nd, 2019