“The cleanliness of the property was no where near satisfactory and very dusty indeed handfuls of dust infact in every room ( I have photos of this when we arrived and had to clean lots of the property before we could unpack) medication ie tablet was found in children’s room which is unacceptable and proves that cleaning just wasn’t good enough even though you have added 2 further hours since Covid ( delaying our check in time) to allow for a more thorough clean?”
The fault with the hot water was sorted 4 days after arrival but for a property of that standard it wasn’t really good enough at least twice both myself and my son nearly scolded ourselves with the hot tap in the bathroom. The issue with the wooden floor was also terrible and several times it was a tripping hazard especially for my young children again not good enough especially for such a new property. Overall good location but disappointed with the standard of property especially when we have stayed with Carbis Bay holidays on many occasions
Dear Mr Lunn,
Firstly, we would like to thank you for your feedback.
Unfortunately, Carbis Bay Holidays weren’t made aware of the cleaning issues during your stay, had you reported these issues to us during your stay we would have done our utmost to resolve them for you as quickly as possible.
Once again we would like to apologies that you didn't feel that you could have approached us during your stay to have given us the opportunity to resolve said cleaning issues, we would have been happy to enter the property while you were out and about for the day, alternatively when you were in situ for you to discuss the findings if you had felt necessary.
In regard to the hot water, we are of the understanding that this was resolved at the earliest convenience and we can only apologise that you encountered this issue. I would also like to assure you that the flooring in the hallway was repaired shortly after your stay.
If you have any concerns in the future, you are very welcome to give us a call in the office on 01736 630015 and press option 2. We offer a fully managed service for the owner and are also here to support the housekeeping team who do a fantastic job under difficult circumstances, equally here at Carbis Bay Holidays, we want every guest to experience our high standards and we find it terribly difficult to put things right for your stay after departure.
Sincerely hope to invite you back in the future.
Kind Regards,
Owner Relations, Carbis Bay Holidays
Property Owner
