Family left without bedding and towels. Netlet refused to provide.
Since Netlet took over the changeovers at my holiday let, I have had complaints of the house not being clean, and no toilet rolls left. I've been charged for waste and recycling supposedly removed after each booking but on several occasions the containers have been overflowing. I was informed that the poor service wasn't the fault of Netlet, but the poor quality staff they employed!!
Finally I have been let down in the worst possible way. I gave 2 weeks notice on 17th July, and received confirmation at my request that the final changeover would take place on 26th July.- the notice period ends on 31st July. The family who booked the property arrived on Saturday evening to no bedding or towels. Becky, on the emergency line at Netlet was helpful and assured me that someone would go back to the property immediately and make up the beds. However I was later informed that Penny Hows, the Director was refusing to allow this. She said as it was the final booking no bedding would be provided. At no point was I informed of this, and I had been assured that a changeover (which always includes bedding) would take place. I always paid the invoices promptly and was up to date. Despite knowing the predicament of this family, with young children arriving for their annual holiday, and a member of their staff being in the area with bedding specifically for my property, Penny refused to help. This was the most unbelievable and apparently vindictive response from a supposedly " professional " company.
Netlet have replied that I " kept moving the goalposts". The "goalposts" remained the same ie that the house would be cleaned and rubbish and recycling removed after each booking and not left with cobwebs, no toilet rolls and bins overflowing! We used our own bedding for our own stay, as we have always done, but Netlet were providing the bedding for the bookings.
Their reply doesn't add up, as apparently they would have laundered and returned my own bedding at the next changeover (and after the contract had ended)if it had been left out but couldn't do that with their own bedding because the contract would have ended! I'm also puzzled as to why they didn't call me on the Saturday morning, when they got to the house and found no bedding, if they were expecting me to have left my own bedding there for them to put on? Or why, if this had genuinely been a misunderstanding regarding the final changeover, knowing I was 200 miles away and a family with young children had arrived to no bedding, they flatly refused to do the decent thing and help them? Anyone reading this can judge for themselves the truth of the matter.
A week later and I have received the final invoice from Netlet, which once again charged £25 plus vat for waste removal on the last day. We had left there ourselves that morning and emptied all the bins ourselves and took photos. There was nothing for them to take, which proves what I had been saying to them for months.
Respuesta de Netlet UK
The Facts about the above review:-
1) Contract Commenced March 2024, we have been undertaking the provision of services at the property, but due to constant changing of the goal posts it had become an untenable situation, the relationship between us, had broken down, we gave the owner the option to look for an alternative service provider and that we would require 2 weeks notice.
2) Notice given on 17/07/25 - end of contract 31/07/25
3) Last Changeover to be undertaken on 26/07/25, final changeover all of our rental linen to be taken away to be laundered, however as owner had been staying at the property she had used her own linen, which usually we would take and launder and return on the following changeover, but nothing left
4) There was no linen left for us to remove indicating that the contract was finished, had linen been left out beds would have been made up,
5) Next changeover scheduled for 02/08/25 after the contract had finished, therefore we would have been unable to collect any rental linen from the property on 31/07/25.
6) When a contract ends we remove all items, welcome books, linen etc... that belong to the company.
7) Incorrect - there was no member of staff in the area and no bed linen had been taken out as the owner should have provided linen for the house keeper to make up the beds and being threatened with legal action by the owner did not help the situation.
8) Refuse has always been removed after changeovers, despite the owner stating we were in breach our waste disposal agreement, the licence to remove refuse is current and upto date with Pembrokeshire County Council.
As a company we endeavour to meet all of our customer's needs however in this case the customer was continually changing the requirements.
