Lakeside Cottage, Llanrug

We loved Lakeside Cottage it was set in a beautiful, secluded area, had a lovely enclosed garden with plenty of walks around the lake and free access to the Brynteg Holiday Park and all its facilities. The jacuzzi also proved a wonderful distraction for all. The main house was lovely and the larger, downstairs ensuite bedroom was more than adequate. We struggled a little with the central heating and disposal of rubbish and would have been helped by better written instruction inside the house. The cottage was a little tired in places but it was a perfect base for exploring Snowdonia. Nicky was a very helpful contact at Reception.

Unfortunately there were huge issues with the property and despite an email asking if we would like to move the break free of charge due to a fault with the water supply and waiting on a spare part 48 hours before we were due to arrive, I personally spoke with the resort who confirmed their maintenance team would top up the water tank manually, I was reassured we would have constant water. On arrival maintenance showed us how to do this ourself, we were having to constantly go to a shed outside to restart the water supply to the property and daily we were without water and heating, this is with two infants and a child in the house. Daily we had to contact the maintenance and reception to address faults, all of which we were informed were long standing issues. External plumbers and electricians were every day at the property and by the evening of Friday they confirmed that even they could not fix the problems with the water and electrics. They again informed us the property was in their words a nightmare and the issues were longstanding. This was also stated by the resort maintenance team. We were extremely disappointed having previously booked with you and stayed in excellent properties. On departure and handing back the keys at reception I was asked whether we had, had a good stay, when I said no and gave the reasons why, I was asked whether we had reported the issues, which totally confused me when they daily sent maintenance and external companies to try and fix water and heating problems. To have a longstanding problem and not effectively resolve the problems and continue to take bookings is not acceptable. This property could be excellent, the location is perfect and the views stunning, but we most certainly did not get what we had booked. Every day you would wake cold as no heating and with no water, one shower and you would have to go outside to reset and wait for the water to reheat before another member of the family could shower, they urgently need to address their bore hole problems effectively. It is also a Health & Safety risk expecting guests to reset systems which are kept in an open door which children could also gain easy access to. We were not expecting plumbers and electricians plus maintenance staff to be a daily part of our break and indeed had no pre communication to inform us they would be arriving. One morning at 8.30 am we had to request the water be switched back on so the rest of our family could shower as we did not know they would be arriving. Washing machine also broken with baby laundry inside and we were informed this had been reported over a week before we arrived and we were not informed, had we have known we simply would not have used as this meant more maintenance men in the house. Also no hot tub on first day, again this took 2x visits by maintenance to resolve the problem with temperature as the water would not heat. All in all such a shame as it could be a lovely holiday property, Had we had known the truth about these issues we would have requested a refund and arranged an alternative holiday option.