Luxury Ashford House

We booked a stay at this accommodation for the 31st December ( New Year’s Eve ). We drove almost 2 hours to get there. When we got there we were not sent a code to get in. We tried to ring and message multiple times but was ignored. When we finally got a code (an hour later) we saw that the hot tub was deflated with leaves and bugs in it, just overall very dirty. There was also rubbish by the hot tub in the garden. We rang the company as obviously was unhappy with this. The women we spoke to did not apologise and instead blamed it entirely on *******. She then lied and said that we were clearly told the hot tub is not in use . I let her know that we had spoken to the company before our stay and asked if the hot tub could fit 4 people. They replied and said yes, they did not mention that the hot tub would not be in use at all. It is clearly advised that there would be a hot tub and nowhere on ******* does it say that it would not be in use. We told them we wouldn’t want to stay here for new years as we only really chose this accommodation for the hot tub. The women said if we didn’t stay then we would be refunded. We left and drove two hours home. We contacted ******* and they told us that chocolet is refusing to refund us. We are now being ignored. Absolutely disgraceful customer service and an overall very upsetting experience. This is not how you treat people.