Thank you for your feedback. However, we have checked our logs and we cannot find any evidence that you made contact with us during your stay as we would have immediately offered to send a housekeeper and maintenance to rectify any issues. We appreciate you may not have wished to have been disturbed on your holiday but would like to reassure you that we could have arranged this for you at a mutually convenient time.
Internally, we will follow up with our cleaning team and ask them to ensure that the dishwashers are checked prior to a guests’ arrival.
We have asked our site manager for her feedback, and she was unaware of the chair being broken so we thank you for making us aware of this. We will try to source a replacement or repair as soon as possible. With regards to the mattress, we are sorry you found it uncomfortable but nothing has been reported by previous guests. We shall ask our housekeepers to examine this on the next changeover. Similarly, we will ask our maintenance teams to attend to the broken drawers and repair these.
The wooden decking is due to be jet washed at the end of season, but it is unfortunately a task that is very difficult to do during peak season. We appreciate that the recent wet weather may have compounded the issue, and please rest assured that this is on our maintenance schedule as soon as we are able to do this with the minimum of inconvenience to any resident guests.
If there was unreasonable noise from any nearby apartment, particularly if during unsociable hours, had we been made aware we would have spoken to the guests and reminded them of our house rules and the need to respect neighbors, though it is a shame you were inconvenienced by noise from your neighbors and whilst Breaks in Cornwall do not manage all properties at Waves, had you made us aware at the time, we could have had a discreet word the guests, or alternatively, contacted the property management company and asked for their assistance.
We note you have stayed with us at several other properties, and in short we are sorry you are not suited to Waves. Should you wish to return to Cornwall, our reservations team will be pleased to assist and find you a property better suited to your needs and are saddened that you were unhappy with the accommodation and whilst it is difficult to resolve issues like these retrospectively we have over eighty properties in our Cornwall portfolio and we are sure we can assist to match alternative accommodation that will meet and hopefully exceed your expectations.
