“Having holidayed with Carbis Bay Holidays several times before, our expectations were high.”
However, on walking through the door, instead of being wowed by the amazing view we were horrified to see food crumbs on the kitchen table. The entire worktop area was covered with crumbs too, the floor looked as though it had never been swept and we spotted a lone crisp in amongst the crumbs and dust under the settee. There were cobwebs all over - one in the kitchen included a huge spider sat directly above the worktop. We had seen previous reviews relating to the cleanliness of the apartment and had brought basic cleaning supplies with us so we set to work cleaning the kitchen and living area. My husband took the rug outside to shake it and a huge amount of sand came out of it. I doubt it has ever been shaken or hoovered in it’s life.
Thankfully the bedrooms and bathroom were clean and tidy, so no issues there. We rang CBH immediately and in fairness they did offer to send someone out that night (although we would have to go out which we didn’t want to do) or the following morning. We declined as we wanted to unpack and eat but didn’t want to do so in such an unclean area. Our complaint has been lodged, however, one week later we have heard nothing further.
On a positive note, the apartment is lovely with fantastic views and a wonderfully comfortable bed. Some of the furnishings and decor look a bit tatty and tired but with a bit of TLC (and a different cleaner) this could be a fabulous place to stay. Due to Covid we can’t check in until 5pm and have to be out by 9am, so we have 3 hours less in the accommodation than we used to. That is fair enough, but when it’s obvious a thorough clean hasn’t been done it makes a complete mockery of it all.
Overall we did have a lovely holiday, but unless the issues are addressed we would be unlikely to stay here again.
Dear Mrs Hughes,
Firstly, thank you for taking the time to send us your feedback for your recent stay at Tremorna Vista.
Please be assured that the points you have raised have been followed up with the housekeeper as this is not the welcome we expect our guests to be greeted with, as we pride ourselves is ensuring you enjoy every minute of your stay.
Please accept our apologies for any inconvenience. We always ask our guests to report any issues/findings to us, which you did, and we appreciate you bringing the points to our attention. We always ask that guest lets us know as soon as possible to give us the opportunity to rectify them to cause as little impact on your stay as possible. Going forward we are carrying out routine/regular cleaning checks to make sure that the standard is kept to where the owner and ourselves at Carbis Bay Holidays expect it to be.
In regard to the check in and check out time, we have recently reviewed this and will continue to do so.
We sincerely hope to be given the opportunity to invite you back in the near future so we can show you that your feedback has been listened to and Tremorna Vista can impress the way you had hoped for.
Kind Regards,
Owner Relations, Carbis Bay Holidays
Property Owner
