We arrived late after a long day helping our daughter move house. There was not hot water at all in the flat. We were not able to have the shower we needed. I didn’t expect a reply to my message to Hopewell at 11.30pm when I sent it, but I did expect a reply when the office hours start at 9 am. They got back at 9.44 am asking whether I had checked the boiler pressure. We had looked at the boiler but there was nothing obvious wrong, and we had expected hot water without having the do anything to the boiler. They replied this can happen with the boiler after a few days of no use. As check out is 10.00 am we had to leave without the hot water ever being on.
We asked for some refund as the apartment is quite expensive, but were told this wasn’t possible as we didn’t report it in their office hours. This did spoil our experience. If the boiler is likely to have problems after a few days of no use then it should be checked so it is working before new people arrive!