“We booked 20 Bay retreat Villa as this was a pet free villa, we were advised we may be changed to a same style property if there maintenance issues with the property.”
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When we arrived we were given Villa 17. This was due to another family already in Villa 20, there was no maintenance work in progress.
Villa 17 had had dogs in there as I could smell them and there was a pile of dried dog dirt in the back garden.
This is not the standard I expect when paying a lot of money for a weeks holiday. The Villas were also not very clean there was dust in all the rooms. And the floors could all do with a deep clean.
We booked a dog free villa as my son has asthma. This was not great for his health.
I would say the location is good if you like surfing and the bonus of a dishwasher was welcomed.
Thank you for your feedback and we apologise that it was necessary to move your booking from villa 20 to villa 17. Whilst there were no maintenance issues during your stay, we did have an issue earlier in the week in villa 20 and since we accept arrivals any day of the week this had a knock on effect and we had to move several bookings around.
We are somewhat puzzled by your reference to villa 17 being used as a dog friendly property as it is also a non-dog property. We are not doubting what you experienced but we have checked the four previous bookings which backed onto your stay in villa 17 and none of these guests declared to us that they were bringing a dog. If so, they would not have been able to stay in that villa as we don't allow dogs in our non-dog villas. This may also explain why there was dog mess in the garden as our cleaners would not have checked the gardens of non-dog villas. We sincerely apologise that you were inconvenienced in this way. We do not have a log indicating you made contact with us during your stay but if you had made our on-site team aware of the situation they would have happily attended and carried out additional cleaning to get the villa to the standard you were happy with.
Your comments about the cleaning have been passed to our housekeepers. It is unusual for us to receive such feedback and we are sorry to read that you did not find this area up to our usual high standards. Please be assured we do have a regular schedule for deep cleaning all our properties and in fairness, as we are now approaching the end of the season, another is due shortly.
Thank you for your comment about the location and it being good for surfing.
Kind Regards
Vicky Warren
Reservation Manager
- Sykes owner relations