“Description suggested beach and closest pub were 5 minutes away.”
The property is in a narrow Lane and on the other side of the road from the apartment were the rear of at least 3 pubs or restaurants. The refuse was taken away each morning between 6 & 7 am. On Friday morning the refuse from the compound for the apartment was also emptied, closer to 5am. There had been a very large bin with bottles in when we arrived and it was incredibly noisy at such an early hour. The refuse compound was disgusting, overflowing when we arrived and the smell from rotting debris made me heave each time I place our items there. Don’t think the area has ever been cleaned. Wall from bathroom backing onto living room had blown plaster. Maybe the exorbitant price that we had been charged was so that the many repairs, including damp in the property could hopefully be repaired. The shower screen was not wide enough which meant that the bathroom floor was wet. Kick boards in kitchen kept falling down. Cupboard where iron etc were kept was very untidy and items just “thrown” in there, also grubby- but it was requested that we clean the apartment before we left. Why, in that case is there a 7 hour gap between guests leaving and new ones arriving? Would have thought welcome items would have been left. Not a result of COVID as a friend rented a Sykes cottage ear.over this year a d doggy treats were left as well as items for the adults. Very disappointed in quality and did not match the price we paid.
Thank you for your feedback following your recent stay at The Old Malthouse, it is essential that we are aware of our guests’ experiences so we can not only discover the positive aspects of their stay but also any negative elements that we would seek to remedy where possible.
With regards to the rear of the Quayside Restaurant which faces the apartment (the only other business is a small cafe further to the left), we have noticed the waste area for this business seems to have encroached further into Helen Lane than earlier in the year and have reported the matter to the local Environmental Health Agency and we await their response but we are considering setting up a live webcam feed so we can monitor the situation remotely to ensure they do not stray outside their designated waste area.
The small area of blown plaster you refer to on the lounge wall was caused by a recent leak behind the bath which has subsequently been fixed and the plaster repaired and redecorated. We always deal with any maintenance issue promptly once we are aware of their existence.
The shower screen you mentioned was actually replaced earlier this year and is a standard size but if it is pushed out beyond the edge of the bath water will run down onto the floor.
We do not know why the kick boards in the kitchen kept falling down but if there is a problem with the clips holding them onto the legs of the cupboards, these will be replaced.
The cupboard where the iron etc is kept also contains the vacuum cleaner, the boiler, bathroom floor under tile heating controls, crabbing nets and other equipment but it is a relatively small space with limited shelving but we apologise if this was left untidy. There are a lot of items in there for the guests’ convenience.
With regards to cleaning the apartment before you leave, we simply request you strip the beds and place any rubbish in the bin, you do not need to clean the apartment, that is carried out by the dedicated cleaning team that come in after your stay. The Covid procedures recommend we do not leave a traditional welcome pack that we have traditionally provided including tea, coffee, milk, sugar, biscuits etc that we hope to return to in 2022.
We were disappointed that you had no positive feedback which the vast majority of our former guests have enthusiastically expressed and feel disappointed that your main complaint concerned a third party business over which we have no control although we have reported this matter to the authorities to investigate and rectify.
Property Owner