16 East Street Sandwick Stornoway

It has taken months to receive a refund. Half way through our stay, I was woken by the sound of rushing water - a pipe had come out of the wall in the bathroom and water was pouring everywhere. Phoning the owner did nothing as the call didn’t even connect so I called a relative who, thankfully, woke up and came to help. The bathroom floor, hall and some of the bedroom and kitchen had water pooling everywhere. With my children exhausted and confused, we spent hours clearing up and trying to make a plan as to what to do next. My children are neurodiverse so this made it all the more difficult. Early the next morning, I spent time clearing up, packing up everything we had there and moving out. Another call to the owner did not connect so I had to send a message about what had happened - including the fact we had cleaned up an and moved out. I eventually received a call back. The owner stated that ‘the pipe didn’t come out of the wall by itself’ which made it clear he held us responsible. Deeply upset by this, I then waited for my refund. What followed was the owner refusing to refund the money. We had not stayed there for as many nights as we had booked and therefore, a refund was due. I was met with silence and even booking.com customer service told us that they had called him multiple times and that their calls had either refused to connect or gone straight to voicemail. I was then forced to hire an advocacy team as the owner refused to refund and booking.com were also entirely unhelpful. The owner eventually declared that I had to ‘send proof’ I had called him within 2 hours of the leak and he would send the refund. This was sent in a private message and I requested that he communicate the very same thing in the booking.com chat so that all messages were kept formal, he refused. It was clear he intended to keep my money and it was only through my advocacy team that I finally received my refund. I have every expectation he will continue to blame us even now.

A very well equipped cottage with dishwasher, washing machine and dryer was brilliant for us as a family of six. It was a comfortable, clean and reasonably spacious cottage in a good location for Stornoway and to explore the island. Donald the owner was quick to communicate everything we needed to know before we arrived and very responsive to the few questions we had when we were there. It was great to be able to gain entry as soon as we got there and have a roaring fire to greet us! The key lock box was easy to use and the mattress were very comfortable.

It was slightly disappointing that there was no plug for the bath. We don't have a bath at home so this was something we had been particularly looking forward to. Also there wasn't really a garden as such to sit out in, which was fine as we were visiting in October but had we been there in the summer I would have liked that.

So glad to have 2 bathrooms, great kitchen and also had a washer/dryer which was a blessing.

It was a little bit out of town, so make sure you get your food etc before you get there.

The location is perfect, just on the outskirts of Stornoway. Property was immaculate on arrival. Towels plentiful. No problems accessing the property key on arrival as in a safe box code sent by host . Nice sitting area where you can see the ferry's coming into port

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Dishwasher tablets

The old lady at the reception was extremely kind and helpful. The rooms were comfortable and clean. The location is beautiful with a loch next to it and no noice at all.

No chairs In the bedrooms.

Clean, well equipped, comfortable beds - but only 2 bathrooms, not 3 as in description. Owner is very responsive and allows Ed us a late check out.

Beside a busy road but calms down late evening.