“Ref: 34E65-21-EN
224 Atlantic Bays, St.”
Merry, Cornwall.
After a 5 hour journey, on arrival we were very disappointed to find the Chalet/Lodge was not at all clean and fresh. There was an unpleasant smell of staleness and odour from the furniture and floor mat in the sitting area. The mat was very dirty with lots of hairs and bits. The floors were dirty. The white doors and door frames have lots of brown staining on them. The shower tray looked unclean with hairs etc. The glasses were smudgy with fingerprints on them. Crockery and cutlery all needed a good wash.
It was not a good feeling, in order to stay there we had to start cleaning the place, it was terrible. The windows needed to be open while we were in there as the smell from the settees and mat was strong and unpleasant. I, (Mrs.S) have a mild asthma condition which does not normally bother me too much but it was aggravated by the condition of this accommodation. I had to cover the chairs as best I could with towels to be able to sit on them. We did report this to you two days after our arrival as it was not improving. You sent a cleaner in that day and although slightly better it did not make that much difference. We got the vacuum cleaner out to try and clean the mat but this did not help as the smell from the vacuum was very strong. We think the dust bag must be over full, we did not attempt to open it, just tried to clean the mat with the hand brush but again not much good, it needs throwing away, and the settees need replacing. Totally unacceptable.
This is the first time we have had to write a report like this after a holiday stay. Could not wait to get back home.
It is very disappointing to have to write this as we have been waiting a long time for a holiday and what we got was a lot of stress.
We are extremely surprised that you found our chalet uncomfortable particularly in view of the fact that we have her no previous complaints of a similar nature. Our chalet is always well maintained and we employ a reliable cleaner who cleans the chalet to a high standard. We are not aware of any brown stains on the door frames and there was no evidence of this when we visited the chalet last November. We regret that you were disappointed with the condition of the chalet on arrival but when requested we immediately contacted our cleaner to undertake a second clean which you were satisfied with. For the record the rug has been replaced. We do apologise for any discomfort and inconvenience but please rest assured that the comfort and well being of our guests is our main and only concern.
Property Owner
