“The lack of response when we arrived to a dirty property that had not been cleaned was shockingly bad.”
The emergency number had no response. Having stayed in a hotel, it still took until 2pm the next day and multiple phone calls to have the situation resolved. No one called us to let us know the property was ready, we had to call yet again - we made 13 phone calls in total between the Head Office number and local company. There was no heartfelt apology or caring attitude on the telephone from either organisation, no welcome pack, no customer service. I appreciate that mistakes happen - but it’s ...
The emergency number had no response. Having stayed in a hotel, it still took until 2pm the next day and multiple phone calls to have the situation resolved. No one called us to let us know the property was ready, we had to call yet again - we made 13 phone calls in total between the Head Office number and local company. There was no heartfelt apology or caring attitude on the telephone from either organisation, no welcome pack, no customer service. I appreciate that mistakes happen - but it’s how you deal with them that makes the difference. An apology, a recognition of the negative impact of one days disruption in a three day break, returning our calls, responding within half an hour as promised (twice) would have made a big difference. Having agreed a refund, it has not been forthcoming 18 days later.
We’re truly sorry for the experience you had. Arriving to an unclean property, facing delays, unanswered calls, and a lack of communication is unacceptable, and we sincerely apologise for the stress and disruption this caused—especially during what should have been a relaxing break. We deeply regret the delay in resolving the issue and the time it has taken to process your refund. Please be assured this is being followed up as a priority. - John Bray Cornish Holiday's on behalf of the owner.
Property Owner