Charles Hope Salisbury Residence

We were given the wrong code on the email. Fortunately the office was open when we arrived and a new correct code given.

Good size kitchen, comfortable lounge, nice decor, clean, close to railway station.

Communication - a lot of it, but impersonal and not coordinated. Incorrect keycode given. 24 hour helpline not answered and answer machine was full.

The house was beautiful, and clean. Comfortable beds. Coffee, tea, sugar and other essentials were provided.

Wrong code provided on arrival, causing stress to one of our group that arrived ahead of the rest of us. New code was provided quickly when we contacted the head office, but not a good start to the visit. Lack of plugs behind beds and sofas that could not easily be reached to turn on and off lamps.Only one teatowel for a four day stay. Nothing to hang clothes on in middle room. Despite paying for car parking it was unpredictable that a space would be available on the street.

Convenient location

Well designed for a holiday let

The house was comfortable and homely. Fresh decor. Well equipped modern kitchen with dishwasher and washing machine. There was also tea, coffee, dishwasher tablets, oil, condiments, toiletries and lots more. Very generous. Everything was spotlessly clean. Comfortable beds, good bed linen. The house was in a good position 5 minutes walk to the railway station and 15 minutes walk to the cathedral and town. There are restaurants nearby. The managing agents were always available on the phone. I would recommend this house.

The house is in a narrow street. We paid £15 per day for parking and managed to park outside the house but there isn’t a reserved space. Fisherton car park is 5 minutes walk away however.

Beautiful property and decoration. Space well used. Comfortable beds Have obviously benefitted property from previous reviews.. mirrors etc

Only one toilet/bathroom. And the communications over parking. To me on-site does mean on site. And price changed for on street parking. Wasn’t going to pay £27 for chance to park on road nearby. So used parking app for nearby. Could do with bigger coffee machine. Second double bed didn’t have one bed leg screwed in so it can come out resulting in tipped bed (before they got in). Quick response to it but they wanted photo, which felt like me doing job for them whilst on short stay, as it was not in a place easy to access. Main bedroom lamp shades not really attached… beautiful though and didn’t matter

It's nicely decorated

We arrived at the property to find a dishwasher full of dirty dishes, the kettle caked in food and dirt, a pubic hair and dirt in the cutlery drawer, a dripping tap, the garden unkempt with the grass very long and cigarette ends everywhere, dust and cobwebs everywhere, damp patches, various fluids and other things smeared on the walls, a cupboard full of the previous guests soiled towels and bedding, a mug in the cupboard with someone elses lipstick on it, the TV was broken, the WiFi only worked for the first day, the rug in the dining room curled up at edges causing several trips, the banister was very wobbly, there was a mattress soaked in urine and a cushion covered in mould. I contacted customer services straight away and sent them photo evidence and they said they would contact their "care team" Quite quickly 2 women turned up and I began to show them around and they dismissed everything, argued, laughed in my face and told me I was being ridiculous and as a standard I should expect to see evidence of other people staying there as it was an "air bnb" (so it was normal to find other peoples hair, bodily fluids, dirty laundry and used crockery) it escalated into them shouting and being quite aggressive and I had to ask them to leave as they had upset everyone, including my children. They then said they would report us as refusing a clean and slammed the door as they left. I contacted Charles Hope several times during our stay and nothing was rectified. I'm amazed this place has any good reviews. It's decorated beautifully but has been left to rot. I've never stayed anywhere so dirty, I've never experienced staff so disgustingly rude and they're online customer service is inadequate. I've since been offered a measly 25% refund but I imagine I'll be chasing that. I've stayed in countless properties on booking.com and this is the WORST. Avoid like the plague.... Or you might actually catch the plague.

Location/proximity to town and amenities. Accommodated the three of us, to enable us to have separate bedrooms.

We would like to raise a couple of minor issues to hopefully improve the offering of this property The rug under the lounge table has two curled up edges - for health and safety reasons these should be either taped down or replace the rug. But again have rug tape applied so that edges do not trip up visitors. Similarly there is no slip mat/ safety measures in the bath to avoid falls of either children, elderly or infirm. The second double bedroom was sparse on hanging space.