“1 no lift
2 no Aircon upstairs
3 family bathroom door stuck trapping mother and baby
4 no linen change for 2nd week as per contract
5 used masks behind drawers in hall way
6 tissues and deodorant under bed in downstairs bedroom
7 crisp packets and crisps under sofa next to television
8 response to complaints unacceptable and rude ie when told about bathroom door told to leave it open as nothing could be done till next changeover day !”
! Fan for 2 bedrooms to stand between 2 bedrooms and leave doors open !!
9 temperamental freezer temperature went up and down food defrosted ice lollies, pizza and other food all had to be binned
No reply to question about bed linen and towels except from lovely helpfull cleaning lady doing apartment next door( not ours ) who contacted the coordinator about linen change and was told we had to request it !
Our holiday of 6 adults and a baby was spent waiting for reply to phone calls and emails customer service was atrocious
The apartment was stunning and yes the bedding etc was spotless when we arrived but as the holiday went on we found so many problems even the blinds cords in upstairs bedrooms are illegal as not attached properly. We stayed in a different apartment on site a couple of years ago and it was perfect in every aspect and so we decided as it was a special holiday we would spend the extra for the extra details and we are sorry we did because we basically paid extra for less and I'm so disappointed with the whole situation and would really like a response from the owners about our feedback thank you as I am actually thinking about leaving a review on other sites if I don't get a response soon thank you A M Meek
Dear Mrs Meek,
Thank you very much for taking the time to come back to us with constructive feedback, it is very valuable to us and much appreciated.
To address your points:
1. The lack of a lift was due to the management company of the development, which houses Ithaca, having issues with the lift repair company obtaining the parts they needed. We are very sorry that this impacted your stay and can confirm the lift has been repaired and is in full working order.
2. Similarly with the air con, the parts have been ordered but have been delayed in delivery as they are coming from a specialist company abroad. The owners have purchased additional fans whilst the air con is waiting for the parts to arrive and be repaired.
3. We are very sorry that the family bathroom door was stuck and that you feel the response you received was rude, this is the last thing we would wish a guest to experience and we have actioned the stuck bathroom door following your report with our property management department to resolve.
4. I sincerely apologise for any confusion over the linen change, there was a breakdown in communication between Carbis Bay Holidays and the housekeeper on the process for doing these having just changed systems. This was not the fault of the housekeeper and we have now streamlined the process going forward for any multiple week bookings and their mid stay linen changes.
5. The cleaning points 5, 6 and 7 we will make the housekeeping team aware and are deeply sorry for this, our housekeeper for this property is particularly thorough and one of the most dedicated people I know personally so this is very unusual for them. We will work with them to try and provide the extra time they need to check the properties. Unfortunately, we are suffering from quite a severe labour shortage across St Ives and Carbis Bay (as you may have seen from the Restaurant posts having to close venues and cancel bookings) as many local people have contracted Covid-19 and had to self isolate.
8. You are completely right, we would never wish a response to be perceived as rude and we are very sorry if any response came across in a negative way. We will always try our hardest with the resources we have to resolve any issues as quickly as possible and if we cannot resolve the property we may offer alternative suggestions in the meantime.
9. Thank you very much for letting us know about the Fridge Freezer and the blind cords - we have notified the owner and our property management team so we can ensure this is sorted.
We are very glad that you thought that Ithaca is stunning, we hope you did make some lovely family memories whilst you were down. Than you for taking the time to reply so thoroughly and if you would like to go through any points further, please do not hesitate to give us a call in the office on 01736 630015 and press option 2.
Kind regards,
The Carbis Bay Holidays Team
Property Owner
