Thank you for your feedback, though we are obviously concerned and disappointed by your review. We note that you spoke to our on site team and advised them that the microwave and chair were not up to standard. Our site manager has stated she offered replacements but you advised this was not necessary as neither the chair or microwave were to be used again during your stay. Of course, had you felt the microwave to be unfit for purpose, our team would have quite happily sourced a new one for you. We are sorry there appears to have been a misunderstanding. Though of little consolation to yourself, having now left the property, both the microwave and chair have been replaced.
The member of staff you spoke to did not intend to appear dismissive when you reported the issues to them but in 15 years, it is normal to expect some wear and tear. The villas have been in constant use over an exceptionally busy season, and it is quite correct that some maintenance must wait until the winter. We have a rolling schedule of off-season repairs that we adhere to. We are sorry you did not find number 18 to your liking, and believe the comment about all villas being the same has been misconstrued. We do not guarantee a specific property and our team are trained to make this clear to guests. By stating all properties are the same, the message is that in facilities and layout, they are all alike. They are constantly graded 4 star gold, with the most recent inspection being in March.
We note you are returning customers, and we are very sorry that the above issues mean you will no longer return to Bay Retreat and we value your business. We certainly do not want the above to mar future stays and I hope the above helps to give a bit of context to the situation. We’re sorry to hear you will not be returning to Bay Retreat, but in the hopes you wish to return to Cornwall another time, we would be pleased to discuss our other properties with you and would encourage you to book direct with us where you will find the guaranteed lowest available rates.
