Old Thatch Bambers Green

Untrustworthy property, they refused to cancel despite being informed immediately that there was an error in the booking. Who does that? *********** conceded there may have a been a problem with their app that led to the wrong booking, and straight away tried to put through a free cancellation for me, but couldn’t because the property refused. The owners were very evasive and tried to deny the fact that it was them blocking the cancellation. They told me they had received no cancellation request from me (they had), that it was BKC who were refusing to cancel (it wasn’t) and that there was no way to release the booking (there was). Eventually they just stopped responding and took my money, although I was unable to stay there. Do they not understand how their own booking system works, or are they just dishonest and grasping? Either way, I will never be doing business with them again. (I have screenshots of all my interactions with the property that will back this up if they choose to dispute this account.)

Turned up to a fairy tale cottage, beautiful location. Beautifully kept.Immaculate spacious room with many finishing touches. Warm cosy room plus option of room service for food.Five minutes from Stanstead airport. Great

Stayed here with my gf and two 8 month babies in the Grouse room. Booked a week before but was ill. Called up and explained we wouldn't make it as I had taken ill. Was told no refund. Wasn't offered to rearrange the date, but was offered a "huge discount" on a future booking. Booked for the following night, room was 100 down from previous weeks 150. It later transpired that the same room was 105 the night after we left. So they lied about a huge discount. Arrived at the premises at 5pm, checkin begins at 4pm... Key was on the floor under a statue. The host stopped for a quick chat but didn't seem like he wanted to talk. Grouse room The room was average size, floor was dirty and dusty, bed sheets didn't feel clean, heating was on full whack and i asked if we could turn it off to be told no, so had to suffer a hot and stuffy room all night even with the windows open. If you're taller than 5' 9 you'll hit your head on the ceiling. And have to duck to use the shower, the floor of which is a lethally slippy deathtrap. Few sachets of milk so could only have 2 cups of tea. There's a fridge so for 150 you'd expect a pint of fresh milk to be provided. Its more like a 30 quid a night travel lodge. Kettle was full of limescale. No sparkling or still water offered. Linen and duvets were cheap material. The duvet didnt even come with a cover, it just had a thin sheet underneath so you could see the cheap duvet. One had a melted hole in it that was scratchy, presumably a cigarette. I found a long blonde hair in my bed with straightening tong burns on it. They've printed a list of user instructions which is such a nice thing to read after a long drive. One read "do not come to the main house" presumably they still live in fear of the covid con that nobody else cares about. Checkout is at 10am, yet checkin is at 4pm... So six hours to turn around a couple of rooms, badly. 3pm i could hear a high pressure water pipe being opened and closed on and off until i eventually fell asleep at 5am. Babies were dehydrated so cried a lot. Thanks for that. 9am matey boy jumps on his ride on lawnmower and starts loudly moving the grounds. 10.01 am knock on the door, first words pit of his mouth were "the cleaners are here" no "good morning, or "did you enjoy your stay". Just an incredibly rude comment designed to make us hurry up and leave. 5 minutes later another knock "they need to get in and clean your room". Absolutely disgusting way to treat paying guests. Didn't see Angela the whole trip, never offered breakfast, was basically treated as a massive inconvenience and couldn't wait to rush us out. Appaling behaviour, clearly had zero training in hospitality. The lack of milk is unforgivable. Honestly couldn't believe it. Sachets? For 150 quid a night? Get real. Its a poky little hole of a place run by two amateurs who clearly despise human contact. Do yourself a favour and just book a travel lodge. Its cleaner and the service is way