Gelli Bach is in a beautiful location, but there was a problem while I was there, which I hadn’t intended to write a review about as it was an unexpected event and outside of the owner’s control. I am not complaining about the issue, but rather how I feel I was dealt with by the owners following the problem. On the second day (Saturday) of my holiday at Gelli Bach, the owners arrived and said there was problem with the water (connected to the bore hole), and that the water would have to be turned off. The owners said that they would not be able to get a water engineer until Monday and so the water would be off for the rest of the day, all day Sunday and hopefully be back on Monday. They gave me the option of staying or a refund of the cost of the holiday. Before I made my mind up, I clarified with the owner that I would be refunded for the full week and my petrol travelling costs if I chose to leave to which the female owner, Pamela, agreed. She said she would (under the circumstances) have to refund the full week and would need to contact Sykes Cottages (who I had booked the holiday with) on the Monday regarding the refund. The owners provided me with 2 large bottles of water and a bucket of water to empty into the toilet cistern for flushing the toilet for the Saturday evening. As it was difficult without water – such as washing up, no shower, but particularly toilet flushing – I decided to leave on the Sunday morning. There was no guarantee the water situation would get resolved on the Monday. On balance, I felt the best option was to get the full refund. However, on returning home, the owner changed what she agreed to and said she would only refund the money she received from Sykes, which was £200 less than the full amount I had paid Sykes, so the owner did not refund the cost of the holiday – she just wanted to reimburse her own income saying: “I cannot be expected to reimburse you for money I never received.” However, the owner was happy for me to be £200 out of pocket. In another text, the owner said: “I said I would reimburse you the cost of the week, which is what I am doing. I am repaying you every penny I received for the rental of the barn”. She didn’t seem to understand that my costs and her income were two different things. They refunded their income and my petrol costs of approx. £50 as we agreed. Overall, I would say that the owner went back on their word of reimbursing my costs for the full week and I lost £200. So I would be careful if there are any issues with this property that you get any refund details fully clarified and in writing before leaving the property. Following what was supposed to be my summer holiday, I spent hours having to phone/ email Sykes trying to justify the full refund of my holiday, which I never received. Beautiful location, but I felt misled, let down, out of pocket by £200 and without a summer holiday… In addition, when I booked the owners were posting a photo on Sykes Cottages and Tripadvisor which appeared to show a sea view from the cottage garden. I commented on Tripadvisor and to Sykes Cottages that there wasn't any seaview while I was there and that photo has since been removed. Sykes Cottages were unhelpful throughout most of the situation.
