“Arrived Sat late teatime , had to spend well over an hour cleaning before we felt at all comfortable to bring luggage in.”
Apartment needed high and low deep clean . Body hairs in bathroom cabinet, bedroom blind filthy, body grease on all work surfaces and touch points through out the flat. Chipped crockery, dirty bedside lights, sand and dirt on floors and under sofa cushions.... and much more !! Contacted Carbis Bay Office Monday morning. They sent some one out to look but it seems this is standard that Sykes holidays regard to be 5 star! No feed back given to us .We contacted again Wed morning. Staff came out to meet us but it had to be in their time, to suit their agenda so we had to give up holiday time to meet staff at the apartment .They wouldn't come out after 6pm so we could enjoy afternoon out. We were told this would have been regarded as an emergency so we should have alerted Saturday evening to the emergency number .However even when we highlighted need for deep over haul , the disinterest of the Carbis Bay staff was palpable. Again it appears that the management of the apartment are happy to sell the property as 5 star. Apparently we have to deal with the owner who lives in Australia because that is in the terms and conditions. We booked this apartment as part of South Devon/Cornwall road trip. The previous apartment had been immaculate , managed by the owners who lived locally. As explained to Sykes we had 3 days of commercial trips booked in that part of Cornwall .However we left the apartment early once all the trips had taken place. Didn't want to be in such a grubby environment for a moment longer. Moved on then to another immaculate property . We know what 5 star cleanliness and 5 star customer service looks like. Ocean Shore falls short on all aspects.
Thank you for taking the time to leave your feedback, we are pleased that when you reported your findings on the Monday of your stay at the property we were able to get our team down asap, unfortunately on arrival the team were told that you had remedied all the points you have highlighted on your complaint and did not have any photos we could show the cleaner or the owner. You had also declined the offer for us to send the cleaner back down to the property to attend to the deep cleaning issues you had highlighted. The cleaner and the owner have been notified of all the issues you encounted and we will put steps in place to make sure the cleaning issues are addressed and kept on top of.
We hope you can appreciate that as all local members of the community with families, we are unable to meet guests outside of office hours unless it is an emergency, in these circumstances we are very happy to help and have a dependable trade team on hand.
Thank you again for working with us on this matter, Kind Regards The Carbis Bay Holidays Team
Property Owner
