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per nightTracey - Verified booking
Very disappointing on multiple levels.
The Matholwch flat is showing serious signs of lack of maintenance and cleaning that ruined our stay. Astonishing that some of our feedback below has already been mentioned by previous visitor reviews and nothing has been done. To be honest we were glad to leave and would not recommend this property. Expected far better from a propery owned by the Cadw. Bedroom: - TV remote intermittant. Needs new batteries. Ensuite: - Unable to use under basin cupboard . A long term water leak has water damaged the shelf. Inside cupboard smells of damp/mould. You can see a previous botched repair to the bottle trap. - Basin tap plumbed incorrectly. When you select cold, you get hot water. - Towel rail filthy. Didn't work in electric mode and is coming away from the wall. When the hot water valve was opened, only half the towel rail filled with tepid water (clearly full of air and needs bleeding). We could not dry our towels for the duration of the 2-week stay. - No fresh towels supplied at the end of first week of stay. - Both ceiling extractor fan grilles clogged with grey dust/lint. Several clumps fell onto us whilst using the ensuite. - Shower wall caddy coming off the wall at an angle. Shampoo / soap kept sliding off. - Shower tile grout was dirty. - Shower silicon sealant was mouldy. - Shower waste smelt very bad. Underside of the chrome cap was thick with mould/grime. - Toilet brush was filthy with specks of brown on the brush and brown residue in base of container. - No shelf / mugs above basin to put toiletries. Clearly been removed as both supports are still present in the wall. - No hooks to hang toiletry bags / clothes / towels. Kitchen: - Sink plug hole smells very bad. - Fridge cabinet door mis-aligned. Difficulty closing to keep food cool. - Dishwaster cabinet door mi-aligned. - Bottom oven: Temperature labels have been rubbed off fascia. Difficult to set a temperature. - Top combi oven/microwave: Internal light doesn't work. Difficult to see food cooking. - Both can openers broken. - All knives (in the wooden knife block) blunt. - Insufficient (only 4 sets) cutlery, plates, mugs, glasses. Constantly washing-up or using dishwasher twice daily. - Kettle/Toaster electrical wall socket loose. - Kettle needs descaling to remove brown deposits. Living Room: - Rug filthy. Totally inappropriate style means it cannot be effectively vacuum cleaned. - Roman blind coming off the wall from continuous use of the pull chain. - TV remote intermittant. Needs new batteries. - No heat when radiator valves opened on cold nights. (Issue experiened by other residents who were advised there was a problem with Building Managemenet System heat pump). - Intermittant and slow WiFi. Parking: - Every day we returned from sightseeing, there was no parking in any of the 5 reserved bays. Harlech staff just shrugged when complaints made. Had to wait (sometimes for up to 30-mins) until general public vacated reserved bays. Even when bays were blocked with cones, general public visitors ignored. Mini-buses/trade vans parked on yellow cross hatched area, so very difficult to get out. - Thorny rose bushes adjacent to one of the allocated parking bays (nr cafe wall). Needs to be trimmed right back (or replaced with soft leaf plants) to prevent scratches to persons and/or car bodywork.
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David - Verified booking
Although overall we had a great time at the apartment, there were several things that I feel need to be addressed.
.. 1) We were extremely disappointed that no-one had told us that the castle was due to reopen on the Thursday before we arrived. We tried to book tickets but the whole allowance was sold out by the time that we found out that the castle was open. Fortunately, the staff took pity on us and allowed us in. 2) The towel rail in the shower room did not seem to work. On closer inspection a temporary repair on it using duct tape was very visible. We are disappointed that this was like it was without any mention of it to us. The apartment had only recently reopened so it could either have been mended or, if the problem had occurred recently, a note explaining this would have sufficed.No mention of this at all was disappointing. 3) The cleaning routine mentions that windows had been left open. However, only the inner windows had been. There seems to have been no point in this action unless the outer windows were left open as well. No through air was evident when we arrived and this was the first thing that we addressed. How can anyone be sure that all the measures stated have been followed if this easy to address action hadn't. However, as already stated, overall we had a lovely time. The view of the castle and the coastline in the distance is stunning. The only way to have improved this more would have been an outside balcony. The apartment met everything that we expected of it - was clean, had everything that we needed and was in a super location. We brought all our own food with us as we didn't want to make long journeys into Porthmadog for groceries. If we'd had known more about the facilities on the doorstep we may not have brought so much - perhaps extra details about these could be provided. We spent most of our time walking along the beach. Miles of unspoilt sandy beaches with views to die far in the distance across the estuary and beyond made this a memorable holiday - we didn't even need to venture inland for any walks (even thugh we know that there are lots available).
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Karen - Verified booking
Apartment:- On our arrival we found the apartment was spotlessly clean and nicely furnished.
The one issue with cleanliness is the rug in the living room....not the cleaners fault at all, its just not suitable for holiday accommodation. It should be replaced with something easier to clean. The bed was extremely comfortable and the thermostatically controlled shower was wonderful. The bedding is not polycotton. So, if that bothers you best to take your own. The appliances in the kitchen are high end and work very well. However, the cooking equipment is very poor e.g. tin opener and bottle opener dont work. Frying pans pretty useless. The view of the castle at night is very atmospheric and there was no noise coming from other apartments. The check in time of 6pm is not really on, especially as check out time is 10am. Harlech:- My partner loved the castle and with the pass that you get free with the apartment we got into Conwy castle too. The pass allows you to get into any of the Cadw castles free for 3 days. There are very few places to eat in Harlech. There are 2 restaurants As.Is Bistro and Castle Cottage. I thought the Bistro was the best....great food and great service. BOOK ALL THE PLACES YOU WANT TO EAT BEFORE YOU GO!....or, you will struggle to get in. When we arrived on the Friday we could get nothing until Monday night! There is 1 pub down by the station....that was also fully booked for food and shuts for food in the week by 7pm. The grocery/deli shop in the town was a life saver and had friendly/helpful staff. The beach in Harlech is superb but not withn easy walking distance.
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Zoe - Verified booking
We arrived AS INSTRUCTED at 4.
00pm. The property was filthy. Clearly not been cleaned. Bedding dirty and filthy towels on the floor. Contacted your office. Instead of correcting, cancelled our booking and offered us accommodation in Criceith, 40mins away, when we had travelled from Spain to be with other friends in Harlech. We found an overworked cleaner (pleasant, helpful lady) who responded, but not able to access our apartment until 5.30. Our evening ruined. You offered £50 compensation through a polite person Jesse, who stated the amount was no where near enough! We agreed but accepted after numerous phone calls and messages. YOU HAVE CREDITED £10.00. Hot weather, could not open a window in bedroom. Only 2 hand towels and 2 bath towels for the week. NO change of bed lined on offer. You showed no care or consideration for your customer or their needs. Only interested in procedure and box ticking. You are a disgrace ! Please refund the balance owed without further delay. Upon arrival, we met a couple from the Midlands leaving one day early because of numerous "issues" that had "taken" the gloss off their stay. Our friends apartment suffered with a terrible drain smell and a shower that would note turn off one evening. Congratulations. You could not have got it more wrong if you had tried. Jonny and Zoe Martin. Publish our full names should you wish.
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Bob - Verified booking
Matholwch is a lovely flat, decorated and furnished to a very high standard and overlooking the castle.
It was spotlessly clean and hygienic on our arrival, and has got good wi-fi so that's our three priorities covered. It's not huge, but plenty big enough for a couple on a short break. Appliances such as cooker, dish washer are high quality and 'as new'. The kitchenette is more than adequate for simple meals but you might find work surface is a bit limited if you are planning three course meals. The ensuite has a modern power shower. Matholwch is on the second floor and the lift only goes to the first floor but it is in a lovely building with bright hallways and stairs, so this is only a problem for anyone with mobility restrictions. Our stay included three day passes to Cadw castles which you get through Harlech Castle Visitors Centre and the staff in there were without exception extremely helpful. So the flat is highly recommended. Only word of caution is that outside the main season there are limited places to eat out in Harlech. Worth visiting https://visitharlech.wales/to-eat/ and planning ahead. We ate at Castle Cottage and As.Is (https://www.asis-harlech.co.uk) and used the chip shop and recommend them all.
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