Thank you for your feedback and we appreciate you acknowledging the positives but are naturally disappointed to read your comments about certain aspects of your stay and for this we can only apologise.
The balconies and patios are cleaned on every change over, but being in a rural location it does not take long for moss and debris to accumulate. Likewise, one of the drawbacks of such is stunning coastal location is the abundance of birds and the associated mess they can cause. Birds can fly overhead and cause an issue as soon as we have cleaned and prepared the balcony, it is unfortunate, but unavoidable. It is a shame you did not report anything during your stay – though we appreciate not every guest wishes to make a fuss – as our team would have happily attended to re-clean the outside areas at a mutually convenient time. We must apologise that you found cobwebs as our cleaners are very thorough, however being located in the countryside, this can happen. We don’t know when the web was weaved and if by chance our housekeepers missed it, we must apologise.
We do agree that the sewage was an extremely unfortunate incident, and in fairness, this is the first time we have had a complaint of this nature. Our site manager attended to disinfect all communal areas both inside and outside as soon as the issue was raised. Our plumber also attended and has cleared and repaired the drains. On the 29th and the 30th our site manager went to the apartments both morning and night to disinfect and clean. Although we appreciate the issue has been resolved after your stay, we would like to reassure you that now we are aware of potential problems, we will monitor the situation closely and would like to reassure you that we take health and safety extremely seriously and reacted as quickly and appropriately as we are able.
We note you are returning customers, and we are very sorry that the above issues mean that you did not enjoy your latest stay and we value your business. We certainly do not want the above to mar future stays and I hope the above helps to give a bit of context to the situation. In the hopes you wish to return to Cornwall another time, we would be pleased to discuss our other properties with you.
