Bay Retreat Villas

We appreciate your feedback which enables us to monitor standards and improve our facilities and service. Please accept our apologies for the burn in the carpet. This was caused by a guest who stayed with us last month and had an accident with the iron. It is most unfortunate and we are in the process of ordering a replacement bedroom carpet. We are surprised you felt there was a shortage of cutlery when there was only two in your party but had you made us aware we would have been happy to supply more from stock. For your future reference, if you are ever short of anything, please just ask us as we have an on-site manager and we try and keep spares in stock so we can act swiftly when things get broken or go missing. Please accept our apologies you found the blind broken. We will address this at the soonest opportunity. It is most unfortunate there was an incident with people in a nearby property. It is very rare things like this occur but we do not tolerate such behaviour and it is good the Police were called to calm the situation.

We appreciate your villa feedback although we were very concerned to read your comments about some aspects of your stay and please be assured we are following up on this matter internally. We usually pride ourselves on our high standards and to hear that our cleaners may have missed what you have pointed out is alarming and we will be writing to you privately to follow up on this matter. With regard to the condition of the double mattress and pillows, these are checked regularly by our management team and replaced as needed. We have guests resident in that villa at present so we cannot check this property until after they depart but it’s in our diary to attend to this at the end of the week. We’re not understanding why any mattress would have a hump, unless the slats under the mattress have moved at both ends of the bed. Slats do move occasionally and if we are made aware we are usually able to secure them. We will inspect the villa and take action as needed. If the mattress does need replacing we will have no hesitation in purchasing a new one. Although it’s a little late after the event but if you had made us aware of the issues you now report we would have been able to assist. Whilst any shortfall in the standard of cleaning should most definitely not have occurred, had you contacted us, we would have arranged for a housekeeper to attend to resolve the matter. We could also have offered a double mattress topper to see if that solved the problem. We respectfully point out that the pillows are not aged as we regularly replace them. It is true that some of our pillows are the higher quality foam ones and we can only apologise if they were not to your liking but if you had let us know we would have been happy to replace them. Guest satisfaction is our utmost priority and if you remained unhappy we may have been able to move you into another villa for the rest of your stay. It is just regrettable that you have only now made us aware of these issues.

We appreciate your feedback and are sorry to hear you found the TV in the bedroom too small. It sounds like the TV remote batteries needed replacing and now that you have made us aware, we will address this. For your future reference, if you let us know at the time of any issues we can usually fix them there and then. We trust that despite these minor issues you enjoyed your time in Cornwall and we hope to welcome you back another time.