“Dear Customer Services,
I am writing to raise a complaint regarding our recent one-week stay at 418 Norton Park, Dartmouth.”
Overall, we found the accommodation to be clean, tidy and well equipped, and we appreciated the effort that had clearly gone into preparing the property. Unfortunately, our holiday was significantly affected by the fact that the shower was not working for the duration of our stay.
As a result, we had to use the shower in the neighbouring chalet every morning and evening throughout the week. Whilst we appreciate that unexpected maintenance issues can occur and are not always avoidable, we were ...
Overall, we found the accommodation to be clean, tidy and well equipped, and we appreciated the effort that had clearly gone into preparing the property. Unfortunately, our holiday was significantly affected by the fact that the shower was not working for the duration of our stay.
As a result, we had to use the shower in the neighbouring chalet every morning and evening throughout the week. Whilst we appreciate that unexpected maintenance issues can occur and are not always avoidable, we were assured that the shower would be repaired before the end of our holiday. Regrettably, this did not happen.
As we are both elderly, having to leave our accommodation twice a day to use another property’s facilities was both inconvenient and disappointing. This was not the standard of accommodation we expected when booking our holiday, and it detracted from what should have been a relaxing week away.
Given the circumstances, I would be grateful if you would review our complaint and consider an appropriate gesture of goodwill or compensation in recognition of the inconvenience and the lack of the advertised facilities throughout our stay.
I look forward to hearing from you and hope we can resolve this matter satisfactorily.
Yours faithfully,
Lynn Titler
Dear Mrs Titler,
Thank you for taking the time to contact us regarding your recent stay at 418 Norton Park.
Firstly, I would like to apologise for the disappointment and inconvenience caused by the shower not being operational during your holiday and having to use the shower in the neighbouring property. Whilst we are pleased to hear that you found the property clean, tidy and well equipped, we fully appreciate that having access to a working shower is an essential facility and that its absence significantly impacted your stay.
Unfortunately, the problem was traced to a water supply issue which required intervention from South West Water. Whilst the matter is now being dealt with by the relevant parties, I fully appreciate that this does not change the inconvenience you experienced during your holiday, nor the disappointment of the issue remaining unresolved throughout your stay.
Whilst unforeseen maintenance issues can occasionally arise, we recognise that this does not diminish the impact on your holiday experience.
We take complaints such as this very seriously and would like to thank you for bringing the matter to our attention. We are currently reviewing your complaint in full and will be back in touch shortly regarding compensation in recognition of the inconvenience caused.
Thank you again for your patience and understanding.
Property Owner
