Thank you for your feedback, we profusely apologise for the frustration and disappointment caused by the cancellation of your booking at Sherbet Lemon in St Austell/Par.
We fully understand how important holiday plans are, and we deeply regret that we did not meet your expectations on this occasion.
Holiday cancellations are something we strive to avoid, however, on this occasion due to unforeseen damage to the property, making it unsafe for your stay, the property owner had no choice but to cancel your booking.
On Friday morning, we received notification from the property owner of Sherbet Lemon concerning a roof issue at the property that raised safety concerns. As soon as we received this unfortunate news, we immediately contacted you to inform you that, regrettably, your booking could not proceed as planned. We did our best to find alternative accommodation for your stay, but unfortunately, we could not find anything suitable. We promptly issued a full refund, ensuring you would receive the refund on the same day.
However, we are sorry that you feel that our communication did not convey the understanding and empathy you deserve during such a situation. We take your comments seriously and will be addressing this internally to improve our service and ensure that future interactions reflect the care and concern we hold for our customers.
