Thank you for your feedback although we are disappointed by your overall rating and naturally concerned to read your comments. It is a surprise as the only contact you made with us was on the day after arrival when you spoke to our maintenance man to advise that the stairs creaked and you had found “a cobweb”. He advised he would log your comments and ensure they were checked after your departure. He had understood you were being helpful and you weren’t looking for any other assistance at that time. If he misunderstood we can only apologise as we would have happily attended if you needed assistance with any aspect. We would add that we do not expect any guests to clean on arrival so your reference to this is of concern and it is regrettable you did not make us aware at the time.
It is fair to say that Bay Retreat Villas is located in the country and it is highly likely that, being summer with windows and doors open, the odd spider may take up residency at any time. This may possibly explain your reference to more than one cobweb at the end of your 14 night stay, however other than that first conversation with us, you did not make us aware that this was any issue.
Regarding your comment that the villa smelt “fusty”, initially we were mystified as the villas are regularly aired and there is certainly no evidence of any damp. However, we now realise it will have been the smell from the adjacent farmer’s land as they were working on the fields at the time of your stay.
At your request we have since taken the opportunity to inspect the staircase which is not in any way broken. We admit there is a creak in the middle steps as they are wooden and this happens but they are perfectly sound. We will arrange for maintenance to attend in due course but this is unlikely to be done before the end of the season.
Your comment about the bath is noted and we can confirm that a replacement bath for this villa is on our maintenance list and when this is done we will also refresh the paintwork.
It is of concern that overall you describe a property which appears below standard, yet your overall rating is 3 out of 5. Even this is very much out of kilter with the vast majority of guests where on Feefo our average is 4.5 out of 5 based on verified reviews from 107 customers. Furthermore, it’s worth noting we are independently graded annually by Quality in Tourism and for the last 15 years we have retained our 4-star grading. They have exacting standards and we would not retain our grading if there were any concerns about the standard of our accommodation.
Thank you for taking the time to give us these comments as we appreciate all feedback - it helps us to monitor and improve standards. We are sorry that you do not appear to have been suited to Bay Retreat but we hope that despite this you still enjoyed your time in Cornwall.
