“Very much a property full of highs but the lows truly ruin it !”
Let’s start with booking, I read the previous reviews and decided to call Sykes to discuss our concerns ! Sykes were very good and called the owners to discuss cleanliness and the issues with the WiFi ! We were reassured and booked a week late December. On arrival we found what looks like a pleasant place as we expected, until we opened the shower room door, there was a filthy towel in the shower tray and the shower tray had not been cleaned, the toilet also had stains and the sink had been half heartedly cleaned. We were really unhappy about this as we left a perfectly clean home to come away for a break. It took an hour but we got it nice and clean and decided to let Sykes know and send photos, we also said they could maybe consider our time spent on this ! An apology would have sufficed but after two days of having to chase this up we were told the owners cleaned it themselves and disagree as they left it immaculate, this made zero sense unless someone went in after and made the shower room filthy again. Anyway being told we weren’t telling the truth by Sykes and the owners made us feel very unconfident in where we were staying ! We considered asking Sykes for us to leave but tried to see the positives and stayed ! This is where the obvious other issues appeared, the sofa is so uncomfortable you can not relax for more than 30 minutes at a time, it’s woefully inadequate for a holiday home ! The chair is ok but only one can sit in this ! We weren’t also assured by Sykes that previous review issues had been sorted by the owners, the previous reviews had mentioned the WiFi, basically we couldn’t watch any streaming tv for more than 15 minutes at a time without it crashing. We persevered but it was hard work and not very very enjoyable.
The previous reviews about lack of glasses is slightly untrue but it’s a mismatch of very old and unattractive wine glasses, mugs and there are missing cutlery items.
In a nutshell if we’d listened to the reviews without calling Sykes we’d have not booked, but we did call Sykes and they reassured us that the owners have changed cleaners but the owners cleaned it themselves and left it unsuitable for immediate let, then basically told us we were not telling the truth despite sending clear photos, they have a lovely lounge kitchen diner area with scratched dining table and coffee table, inadequate stock of glassware and cutlery, uncomfortable furniture you can’t sit on for long spells. Sykes also assured us the WiFi is sorted and it wasn’t.
Anyway I hope that helps the owners see they need to spend some money on this lovely place !
The highs are very high highs, the location is superb with 5 minute walk to local Pizza restaurant and 10 minute (steep) walk to the harbour and its pubs and restaurants. The actual property is lovely, it’s set back from the road and very private, I can imagine in the summer the outside space is beautiful ! Parking is easy in winter but I imagine in summer it’s something to consider !
The bedroom is lovely and the bed fantastic, we had really good sleeps here so this is a real plus ! The actual kitchen itself is a decent size for people that like to cook good food ! Once we’d worked it all out it was a pleasure to use the kitchen !
The heating is great if anything it gets a little too hot so we worked out to leave it low especially when cooking! The smoke alarm misplaced badly by the way it goes off every time you cook in the oven, the heat and steam set it off constantly it just needs to be moved a few feet away !
Overall I’d stay here again if they listened to reviews and made changes, but they won’t and their insistence on not accepting the photo evidence of the woeful cleaning by themselves and not reacting to reviews about the sofa and WiFi maybe suggests they are happy to let it and get the odd bad review.
it is incredibly disappointing to read a review that somehow feels like a deliberate attempt to affect the reputation of a property.
I'm the owner of The Hideaway and consider myself a very conscientious and approachable person, that genuinely wants the Hideaway guests to enjoy their stay to the maximum. I was actually down in Port Issac ahead of your visit and personally visited the property, a few days before you arrived. I inspected the property and also left you a bottle of proscecco and Chocolates to enjoy over the festive period. The property was immaculate and I notified John Bray of this. if there had been any room in the property unclean, I would have notified John Bray immediately and it would have been rectified ahead of your stay. I am almost lost for words at what you have written, especially in view of the fact that the photographs you sent were just of an out of focus toilet, where nothing you described could be seen. why wouldn't you have sent photographs of the mess you described? During the nine years of renting out this property, we have had one recent incident where maintenance had forgotten to clean the property ahead of a guests arrival. I was dreadfully sorry for this and compensated the guests immediately. You asked for compensation and when refused because of insufficient evidence it seems you have chosen to write a damming review to cause further upset.
I live five hours away from Port Isaac, so rely on feedback from John Bray regarding what may need replacing. Thank you for your constructive criticism regarding the wine glasses being dated. they will be replaced.
I really hope that all our wonderful guests from the past and new ones we will have in the future will continue to enjoy The Hideaway, where our high standards will continue to be at the forefront of our minds.
Property Owner
