“We had a lovely time staying here, the house is massive and very comfortable with everything that we needed.”
We did have a issue with the TV in the lounge that didn't work so we just swapped it with one from upstairs and we did inform the owners about this .. Our main gripe was with the hot tub, we only used it twice because it really smelt awful, it was cloudy and foaming we again informed the owner who said they could send maintenance out but we would be charged £50.00, we stay in houses with hot tubs every year and have never had this issue, nobody came round to check the PH levels at all during ...
We did have a issue with the TV in the lounge that didn't work so we just swapped it with one from upstairs and we did inform the owners about this .. Our main gripe was with the hot tub, we only used it twice because it really smelt awful, it was cloudy and foaming we again informed the owner who said they could send maintenance out but we would be charged £50.00, we stay in houses with hot tubs every year and have never had this issue, nobody came round to check the PH levels at all during our stay, I was under the impression that they should be checked every day as they have with other properties we have stayed at, maybe this needs looking at as another review says the same thing. But all and all we had a fantastic holiday in a lovely house right by the sea front.
Thank you for your review and for highlighting that you had a fantastic holiday, found the house spacious and comfortable, and enjoyed its excellent location close to Scarborough's seafront.
We're sorry to hear about your experience with the TV and hot tub. After your stay, we thoroughly checked the lounge TV and found it to be working correctly, so we're unsure what caused the issue during your visit.
The hot tub is professionally maintained and fully checked, balanced and sanitised before every arrival. During a guest's stay, we don't routinely make daily visits, as we respect our guests' privacy and find most visitors prefer not to be disturbed. However, if a guest reports a concern, we're always happy to arrange for our maintenance team to attend and inspect it.
To help keep the water in excellent condition, we ask all guests to shower before using the hot tub, and these instructions are included in the guest information and displayed beside the hot tub. The £50 charge mentioned applies only if additional cleaning is required because the published hot tub guidelines have not been followed, and this is managed directly by our hot tub maintenance company. Thankfully, this is extremely uncommon.
We appreciate all feedback as it helps us continue to improve. We're delighted that, overall, you enjoyed your stay at Royal Victoria House, Scarborough, and we hope to welcome you back again in the future.
Property Owner
