Thank you for your feedback, though we are naturally concerned to hear that you consider our service ‘diabolical.’ We are very sorry you feel this way, and this is certainly not how we would wish any guest to feel upon leaving their holiday.
We contacted our site manager for her feedback and she has informed us that fresh towels were left for you as you were unable to dry your own. However, she has also stated that the housekeeping team were informed it was not necessary as you had extras in the apartment you were happy to use. We apologise if this was not the case and there was a miscommunication between yourself and our team.
Unfortunately, the towel rail was neither a quick nor easy fix, and as such we needed to call an electrician to attend to the problem. We are sorry that he could not attend in time to fix it during your stay, and though of little consolation to yourself, we are pleased to report it is now working.
It is regrettable that the towel rail was not able to be fixed in order for you to make full use of it, but we hope that despite the above you still enjoyed your time in Cornwall. We note from our records you have stayed twice before without incident, and therefore we apologise that on this occasion, you feel we have let you down. Travelsmith is still a small family owned company, and strives to exceed guest expectations. We are sorry this was not the case during your stay with us, but we hope that you may consider returning to Cornwall in the future.
