“John Bray Customer Services
Good morning – thanks for sending a review linked with ref – 3VG2R-24-EN
Our family stayed at Beachside in Polzeath from 17th October – 1 week.”
I class myself as a loyal customer with John Bray looking at my history of booking I think we have booked for the last 20+ years
One reservation sometimes two cottages a year.
I have never had to write a complaint email as we have always had good, well equipped and clean rentals.
Unfortunately, this last week we had several issues with Beachside.
It started on our arrival on Friday when we had no hot water or hearting to the upstairs of the property – which is the kitchen ...
I class myself as a loyal customer with John Bray looking at my history of booking I think we have booked for the last 20+ years
One reservation sometimes two cottages a year.
I have never had to write a complaint email as we have always had good, well equipped and clean rentals.
Unfortunately, this last week we had several issues with Beachside.
It started on our arrival on Friday when we had no hot water or hearting to the upstairs of the property – which is the kitchen and sitting room
After looking in the manual left on the table the pages regarding the heating / hot water were missing.
We managed that evening and boiled the kettle several times so wash – up etc.
On Saturday at 1050 I decided to call the Emergency number as the thought of no water and heating for the week was not a holiday.
The service was good and an emergency reference was given via txt – COR- 448914-CF and we would have a visit from an engineer to see what the issue was.
The engineer came after lunch but as he was unaware of the property and its maintenance he had to come back later the same day.
1700hrs he visited the property to look at the new boiler which was infer warranty reset it and we had water and heating.
It was suggested to leave running the water for a while and let the boiler warm up with the heating which is what we did
When we ran the tap half an hour later it tripped the boiler again, so we had to call the emergency number to ask the engineer to come back and reset it.
Engineer arrived 45 mins later – 3rd visit to the property and reset the boiler.
It was suggested to maybe leave the water and just use the boiler for the heating – he also kindly brought two emergency electric heaters so if it happened again we had a back up.
As it was Sunday the next day, he said they could not call out a specialised engineer for that boiler till Monday – he didn’t want to work on it as it was a new boiler and under the warranty.
So, on Sunday we refrained from using the tap in the kitchen so not to trip the boiler and loose the heating.
Monday, we attempted using the tap as we know we could as for the Boiler Engineer to come and look at it – luckily it was working
Looking back at it that was Friday – Monday with water and heating issues – not a good start to our much needed only holiday of the year.
Moving on to the rest of the week we had other small issues – but maybe bigger ones for the property owners I would think.
Obviously, there were bad storms last week – but realised that the conservatory roof had quite a significant leak and water was coming through the ceiling.
We got a bowl for the rest of the time we were there it dripped away.
From the bedroom there was also drips heard above us in the roof space so I imagine there may be a bigger problem.
The downstairs end shower /toilet room had clogged drains. Which meant having a shower had to be a quick process otherwise the tray would overflow.
Same with the small hand sink in the same bathroom.
It’s good to have washing facilities but unfortunately the tumble dryer was broken and not working.
Lastly, we always make a good effort as a family to give the house a good clean before we leave so its not far from when we start our rental.
We went to the shed and found the hoover was also not working this again was extremely disappointing this resulted in using a very cheap dustpan and brush for the whole house.
As you can see from the above points our only holiday was not as smooth as it could have been due to the property issues and I only hope the family who take the house this week don’t have ALL the same issues.
We feel as a family we should reimbursed with a small amount of compensation for the numerous issues we have had during our week stay.
The property is fabulous location and one of the best we have booked – we might be keen to reserve it next year if the issues are resolved
We look forward to your reply in all of these matters.
Regards
The Daw family