“Overall it was a well located property, lovely sea views, good parking and nice modern decor.”
However, considering the 8 hour window allowed for extra cleaning (which is inconvenient especially when we can't park at the property and aren't notified when if it is ready early), there was no evidence that anything other than a quick clean had taken place. Looking under the beds to check for belongings before we left, we found the floor to be thick with dust and a previous guest's sock. The en suite shower didn't drain well, and we discovered that was due to the trap being clogged with hair/slime which we cleaned out. The jacuzzi bath ejected a ring of hair from one of the jets when we first used it which was rather grim. The lamp in the living room did not work, and the towel rails did not work electrically and only worked when the central heating was on. It was disappointing because on a hot day we would have still liked to have dry towels! We concluded these had perhaps been switched off for some economy reason. When operating the central heating we noticed the Hive controller was flashing as low battery, and it ran out after a couple of days. We bought new batteries for it. The beds were rather uncomfortable! Very very hard pillows which were also lumpy like sleeping on a brick, the duvets were very thin and also lumpy. I was looking forward to using the binoculars which were advertised, but they didn't seem to be there. I assume for some covid reason, but wish I'd known. The bin arrangements were not clear, we had to work out where the bin store was. Glad there was recycling though, that's good. Arrangements for returning the key were vague - nothing on your correspondence about where to return the key, we assumed back in the key safe as collected - however a document in the apartment stated to ideally leave it 'outside the property' - no key safes evident anywhere. Overall these problems didn't impact on our enjoyment of our holiday, but we feel attention to detail is lacking, and these issues are small fixes. Inconsistency between your info and info at the property is also something which could be improved.
We would definitely return to this property, the view is amazing and it's a nice complex. Could something be done about the check in time? For example a system where you can let us know when the apartment is ready, or an estimated time? Even if that was later in the day at least we would know. It's gruelling to be hanging around for hours when in fact we could have been unpacking earlier than 5pm.
I would appreciate your feedback,
Thanks
Jackie Gotham
Dear Jacqueline,
Firstly, I would like to thank you for taking the time to submit your feedback.
We are sorry to hear that you feel the check in time is not ideal, this is constantly reviewed, but at the moment with the COVID_19 pandemic still very present we feel our housekeepers need the time to ensure the property is cleaned and sanitized thoroughly for the arriving guests and this allows us to carry out any maintenance we may need to do also.
We will pass on your comments regarding the cleanliness to the housekeepers and our property team.
In regard to the HIVE controller, we are sorry that it was low on battery, we can't always predict this will be the case during a stay for a guest; thank you for replacing the batteries.
We will take a look at the description of the bin storage location and the return of keys instructions, and reword this to help other future guests.
We sincerely hope that you enjoyed your stay in Cornwall and its lovely to hear that you would return.
Kind Regards,
Carbis Bay Holidays
Property Owner
