“The apartment location was fantastic, but there is a lack of attention to detail and the customer service is really poor.”
There was no bathmat, the TV doesn't work (or if it does, you need to give much clearer instructions), and the shower makes a really loud drilling noise whenever it's used. Plus there were instructions for a non-existent dishwasher (??).
On the last night, we rang you with an issue around the hot water, and were told we'd be rung back (which didn't happen). Instead we were contacted by email by the owner and texted by 'Dave' asking us to check the heating, check the fuse box, etc. etc. About 90 mins into the rigmarole of checking everything, they both said that the plumber couldn't come out and it was our last night anyway so what did we want to do. By the way, last time I checked we paid as much for the last night as we did any other, so I wouldn't recommend you say that to other people because it's really annoying to hear.
The next day I missed a call so I rang back, was on hold for an hour only to be told that you rep would talk to the owner and get back to me. Since then I've not heard anything, so you've obviously decided it's not worth it because you've got our money and that's that, hopefully I'll just go away. It's a real shame because St Ives is a wonderful place and we managed to overlook the weird stuff at the beginning and have a lovely holiday still, but you really let yourselves down with your customer service. I'm going to try to avoid you in the future because it really didn't strike me as value for money.
We are sorry that you appear to have had a few issues with your stay at
Trevose and therefore we feel that an owner's response is necessary.
But firstly thank you for giving us full marks for cleanliness and
praising the location.
Our housekeeper Dan is meticulous in his work and takes great pride in
presenting our apartment at its best for each and every guest.
Firstly Dan found the bath mat rolled up in the bathroom ready for use
when he did the change over deep clean.
As we have already said Dan is meticulous in preparing the flat for our
guests and always checks to make sure everything works. He did check the TV
before your arrival and after your departure as he always does and found no
issue with it. The only thing that perhaps could have affected it, was
perhaps an intermittent poor signal, which can sometimes happens in poor
weather conditions.
The new power shower is a wonderful facility, but the pump does make a
sound that is perhaps similar to the drilling sound that you describe.We
have never found the noise excessive and we have not received any other
complaints since it was installed.
We do not have a dishwasher in the apartment, so find it strange that you
appear to have found instructions for one. There is no mention of a
dishwasher in our guest instructions that were emailed to you ahead of
your trip.
It was Dan that you communicated with about the lack of hot water. We have
installed a new power shower and updated the heating in the apartment
earlier this year, so everything should be working correctly. There is no
boiler and all hot water comes from the storage tank in the hall cupboard,
heated by an immersion heater. If all the water had been used up, it would
have taken perhaps an hour or so for the tank to reheat. For more hot water
at the time of use, all that is needed is one press of the boost button on
the digital control panel in the hall for an additional 30 minutes of
heating, two presses for 60 minutes and so on. Operating instructions were
emailed to you. The next morning when Dan arrived to clean the apartment
following your departure, he found no lack of hot water, so we assume that all was working again and that you were able to have a hot shower in
the morning before you left. We did communicate with you via email to try
and resolve the hot water issue, but at no time did we suggest that a
plumber should be called. My housekeeper Dan did mention it, we believe,
but said that considering it was late on a Friday night and not an
emergency, it was highly unlikely one would come out at short notice. He
did try several timess to make contact with you.
In spite of these issues, we hope it did not spoil your holiday and thank
you for taking the time to raise these matters.
Sykes Cottages Customer relations- We are very sorry to hear that you were dissatisfied with the customer service received from Sykes Cottages, we have taken your comments on board to improve the service we provide to customers when calling our out of hours emergency number.
Property Owner
