“Lovely well equipped cottage but the following feedback essential and needs urgently addressing:
No mattress covers on beds.”
2 pillows covers present, out of 8 pillows. Both mattresses stained and grossly unhygienic, pillows stained and malodorous.
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2 pillows covers present, out of 8 pillows. Both mattresses stained and grossly unhygienic, pillows stained and malodorous.
Master bedroom bedding, duvet cover fasteners melted/ not present so inadequately covered, further compromising hygiene.
No recycling facilities ie bags) available and no bottle/ cardboard bank in village, despite advice. No option but to put a large bag of mixed rubbish out as we could not take recycling home with us.
No logs in log basket/ outside as advised. Information on where to source local logs would have been welcome. Minor point as would not have fed back if above points had not been so pertinent
- Mr Faulkner, September 2020
Thank you for taking the time to leave us your feedback. We are very sorry to hear of the issues you raise, which are in stark contrast to many other positive reviews we’ve received for the property. As you’ll see to date, comments on the property have been complimentary so far and yours is the first which isn’t so. We’ve spoken to the owner in depth who disputes your statement and feel these comments are unfair and unjustified.
During several direct forms of communication between yourself and the owner it was explained that there is no recycling procedure at the property as the owner uses a commercial waste company to remove ALL rubbish. A sensor bin was purchased specifically so that guests did not need to touch the interior bin, black bin bags are provided for this, as well as an exterior dustbin to store the full bin bags until such times when they are collected and removed on changeover day. It is the owners understanding that the local car park provided recycling facilities for cardboard and glass, however it may be that the council have removed these facilities, we will check this. It is understood that the regular housekeeper of Trebyan did not carry out the changeover in preparation for your visit and it may be that items such as pillow protectors/mattress protectors were not provided on this occasion, the owner is currently looking into this, however had we been notified of this during your stay we would have been able to replicate this for you. The owner has advised that it was his intention to replace all pillows, protectors and mattress at the end of this season, this is not due to your feedback but the fact that ongoing maintenance and the upkeep of the property is always at the forefront of his mind. A very strict cleaning regime is carried out following each guest's departure, even more so with Covid, therefore the washing of linen at very high temperatures may have resulted in plastic buttons/fasteners to have misshaped slightly on the duvet covers, this will be looked into now that it has been bought to our attention. We do not advertise that logs are provided, whilst information on where they can be purchased locally is found in the welcome folder, this has been removed from the property following our advice under the current situation, again had you contacted us or the owner we would have happily advised.
The owner takes their letting of Trebyan very seriously and prides himself on giving good holiday experiences – this is reflected in the feedback we have received and we have every confidence this will continue to be the case moving forward.
- Sykes owner relations