“While this property is very nice, well positioned and nicely furnished there are several issues of which have affected our stay and need addressing as a matter of urgency.”
The bed in my granddaughter’s bed had been held together with rubber bands which broke when she sat on it. I appreciate that after 2 days it was replaced by a folding bed with the mattress on it, no apology or explanation was given as to why the bed had been left in a poor state of repair was received. The decking is rotten in many areas and dangerous in a few (I have taken photos) with the wood collapsing in a number of areas causing rusty nails to be exposed and creating trip hazards, in one area it is obvious that the decking has collapsed and rather than repairing it properly it has been botched leaving the decking at an angle thus creating a trip hazard for elderly guests, the banister around the decking is completely rotten in a few places meaning it is not attached to the uprights again this is dangerous and I believe a health and safety issue . The hinges to flaps on the balcony table are broken and sharp, I assume the owners are aware of this as the flaps are held on with bungie cord. There are broken and missing tiles in the main bathroom with sharp edges, and there is no pull cord meaning that this light is permanently on. Many taps are loose throughout the property and cupboard doors not properly attached as well as broken and damaged crockery and glasses on the shelves and in the cupboards, the bent front door key mentioned by a guest in september 22 is still present in the accomodation and as mentioned by these guests no hand soap or cleaning products are available just empty bottles. One of the bed side lights in the annex cannot be plugged in as the flex does not reach the socket, this has been mentioned by previous guests but never remedied. The advice book in the annex gives a contact number for emergency contact, I contacted this number when the day bed broke, the couple who I contacted were surprised as they sold surfs edge 13 years ago, this I feel is an indication of the lack of care which the property is afforded by the current company which owns it. The property is in serious need of love and care before a guest is injured.
Thank you for contacting us regarding your booking at Surfs Edge.
I apologise that you have had a delayed response in regards to this case, we want to reassure you that we take your feedback very seriousy and I can confirm that our maintenance team have visited the property on several occassions to investigate these issues. They have rectified any issues found and we have since had a number of guests stay who have not had any problems.
As this is a coastal property, the severe weather conditions do affect the outside area and the wooden furniture or decking area does not last long after it has been replaced so this explains the deterioration you saw outside. We are grateful for your feedback and we will ensure that this is monitored closely, thank you
Kind regards,
Charlotte
Customer Relations Team Property Owner