Breaks in Cornwall Ulasan

Thank you for your feedback and acknowledging the positive aspects of your stay. However, we are disappointed to read your other comments and low score which is out of kilter with the majority of comments from past guests. We are concerned to read the above as clearly you were unhappy with several aspects of the apartment. It is always difficult to resolve any issues after the event, especially when we were not made aware of them at the time when we could have been able to assist to make your stay more enjoyable. For example, we would have been happy to offer alternative accommodation for you to consider. All the apartments at Beachcombers are privately owned and we act as letting agents for the private owners. As such, the apartments are individually styled and no two are the same. Some owners refurbish their apartments every few years whilst others have a preference for the more traditional original style. We are sorry to hear you were unhappy with the style of your apartment and this feedback will be relayed to the owners. As a family owned company, we strive to offer the best service that we can, and whilst your comments do not reflect the majority of our reviews, we are naturally concerned that you were unhappy with your stay. We would like to investigate this matter internally, so please note that we will be communicating with you directly to discuss this further.

Thank you for your feedback and acknowledging the positive aspects of your stay. We are pleased you found the location good, and our staff friendly. However, we are disappointed to read your other comments. In fairness, you booked our accessible apartment, which by necessity, is on the ground floor, and therefore its aspect does not allow for sea views. We do apologise for any confusion over the view, but the description of the room type on Booking.com does not mention any sea views. Booking.com do state that some Beachcombers Apartments have sea views, but there are a wide choice of apartment types and where they include sea views we do state this. From following up on your review, we note that you did mention to our on site manager that you wished for a sea view. She did explain that she could not move you at the time, and that if she could have done so, there would have been a difference in rate. The manager also mentioned that you found the apartment ‘nice and clean’, so we thank you for those kind comments. We do apologise you could not park straightaway as there is only one allocated space for each apartment we manage and this does mean that the cleaning team need to use these spaces to load up their equipment required for their visits to our off-site properties. We are sorry you found the twin beds uncomfortable, and that as you had a separate guest using the sofa bed, this was not a viable option for you. However, mattress preference is highly subjective, and in fairness, this is the first such complaint we have received about the comfort. We will pass your comments on to the private owner of that particular apartment, but we must ultimately abide by their wishes regarding the mattresses, as we are merely the letting agents. Thank you for alerting us that the bed is missing a component, as we can now send our maintenance personnel to see what can be done to fix it. In closing, it is disappointing to hear that you would not stay again, but we would like to urge you to reconsider. As a family run company, we still strive to offer exceptional service and ensure the happiness of all our guests. We note that your original reservation was through Booking.com and would like to point out that should you change your mind, you are more than welcome to contact us directly, and our Reservations team will be pleased to talk you through the options to find one best suited to your needs. We manage around 100 self-catering properties throughout Cornwall, and would very much like the opportunity to welcome you back at some future date. Kind Regards Breaks In Cornwall

Thank you for taking the time to leave the review, though we are naturally disappointed that you experienced several issues. Regarding the cleanliness of the property and the ants, we are disappointed that we were not contacted either by phone or email at the time by yourself, and we are only now aware of any issues with ants or with the cleanliness. It is always difficult to resolve issues retrospectively, but we would have offered to assist by either having our local housekeeping team attend or perhaps moving you to a different apartment, should that have been necessary. We have followed up with our on site team, and they have told us this is the first time they have heard anything about ants in the property. However, they would have been happy to attend to rectify the problem.. Although it is easy to say in hindsight, we do generally maintain a high standard of cleanliness across all our properties, which is reflected in the majority of our reviews, but accept that we have fallen short on this occasion. The apartments at White Lodge are privately owned, and therefore we must abide by the wishes of the owners when it comes to things like furnishings and furniture. Your comments about the property looking ‘tired’ have been noted and we will advise the owner that modernisation may be required. In closing, we are sorry that you did not fully enjoy your time at White Lodge, but hope that you would book again with ourselves, so that we can prove your experience is not the norm, and that Breaks in Cornwall still strive to offer a high quality holiday experience.