Thank you for taking the time to leave this feedback. Your comments do not make comfortable reading and it is clear you were unhappy with certain elements of your stay. We would like to reply to each of your comments.
Regarding the hot water supply, each villa and apartment at Porth Veor has its own boiler. There are no shared hot water supplies. The problem you have described is not an issue that is known to us. No previous guest has reported that the shower cuts out when running a bath. This indicates an intermittent supply issue. Also, the hot water tank is a good size and it has never been a problem that the hot water runs out because the tank is empty. That’s not to say it could happen if the hot tap was left running, it’s just that such a problem has not been reported to us before. The boilers do operate on a pressurised system which means that occasionally if the pressure drops, we need to attend to re-pressurise the system to get the boiler going again. Having checked our logs this was done recently so this doesn’t appear to be the problem in this instance. Furthermore, this wouldn’t cause an intermittent issue with hot water, which is what you seem to be describing. We will monitor the situation and if necessary arrange for our plumber to take a look.
The heating in the property is electric under-floor heating. It provides a slow, steady heat and it is true that it takes six hours to heat up. For this reason during the colder months we put the heating on ahead of guests’ arrival. We would have been happy to supply a portable electric heater if you had made us aware there was an issue.
We understand the frustration when there are parking issues. At the time of your stay you did not communicate with us that there were guests parking in your numbered space and if you had, we would have assisted by trying to locate the offending guest and asking them politely to move spaces. However, we do have quite a few un-numbered parking spaces which are available as overflow spaces for any party with more than one car so we are surprised there was a shortage of parking at the time of your stay.
With regard to the patio furniture in villa 10, only last Saturday (14 Sep) we replaced the picnic bench and seats with a re-varnished set. It is most regrettable that your stay did not coincide with the delivery of the refurbished outdoor furniture.
We disagree that the patio area is dirty and overgrown. We have a gardener who attends regularly and upon our instruction he gave the bush at the back a severe pruning in May but with the wet and warm weather we have experienced this summer it has grown considerably. We do accept it is blocking the best of the beach view and we will be writing to you separately to address this issue. In the meantime the gardener has been booked again specifically to give a severe prune to the bush blocking the view and we apologise that we did not identify this ahead of your arrival.
It is most regrettable that none of the above was reported to us at the time of your stay either directly or via your booking agent. Our team are on-site seven days a week and we could have addressed most of these issues so that you could have enjoyed your holiday to the full.
We trust the above explains the background to the issues you reported and shows that we can help if we are made aware of any niggles.
