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per nightMrs Grindley - Verified booking
After several emails and phone calls to your company throughout the week regarding our dissatisfactory stay at The Pines, I am emailing to make a formal complaint with the issues we experienced and the lack of resolution. I would like to mention that the bedding and towels were lovely, and we had plenty of hot water throughout the stay. Cleaning - Poor cleaning throughout the property including dust and cobwebs, finding a pizza in the microwave on arrival, old/used coffee pods in the machine. Hot tub - information booklet states the hot tub should be cleaned x3/week. It was not cleaned during our stay. This is a significant health issue, and we now worry the hot tub was not cleaned prior to our stay between guests. Coffee machine - this broke towards the start of our stay and tripped a fuse. We were advised by the company to stand on a plastic bar stool to switch the trip back on. This is an entirely inappropriate suggestion, not knowing the make up or abilities of our group and not taking into account our health and safety. No coffee pods were provided as per the Information booklet. We did eventually receive a new coffee machine, however this was also faulty and leaked water. Dishwasher - this broke towards the start of our stay and was not fixed. Only x2 tea towels and a bathroom hand towel were provided by housekeeping at the start of the stay, and we only received additional materials to wash up with on Thursday after having to request these. We have spent countless hours of our holiday washing up, for 8 people minimum x3 per day. Fridge - faulty, freezing our food despite being at reasonable temperature. This is a food safety issue and subsequently we had to throw food away, we expect the approx cost of this to be at least £200 across the week - including raw and cooked meats, fish, cheeses, dips, milk, fruit/veg, yoghurts etc. A maintenance company attended on Thursday, the issue was not fixed. Games room - no heating, and therefore not usable at certain times of the day due to being so cold. We did not accept the box of chocolates sent by the company, as we quite frankly found this offensive given the amount of issues and lack of resolution we experienced. We have holidayed in self catering properties for many years, and unfortunately this experience has been very disappointing.
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Ms Amanda Habens - Verified booking
Regarding the cleanliness, we have compiled a list as I feel you need to know. 1. Vacuum cleaner - completely full (we emptied it) 2. Grill pan - not cleaned since last used (we cleaned it) 3. Dishwasher filter was disgusting - it was like glue. Goodness knows when it was last cleaned (I did it of course) 4. Family bathroom toiler not clean (we did it) 5. Extractor hood not working at all 6. Heating unclear, we did our best. When we arrived all the radiators were blazing out heat and it was very hot in the house. The kitchen radiator never turned off 7. The dining table was sticky and the bench - attracting the ants that were in that end of the kitchen (we cleaned it) Given the price of the hire (we have stayed at 3 of your properties in Mumbles) and obviously this is a large house but none of the properties are cheap - I do not expect to have to clean on arrival!! I am happy to pay if the cleaning is thorough and this one was not. Also there was a great deal of dust in the main en suite bedroom where I slept, on the bedhead and bedside tables and the tables had not been moved and cleaned behind for some time. There were children's hairbands on the carpet of the bunk room so had the floor been cleaned? Despite these complaints we had a lovely stay and the weather was very kind, so thank you. PS Some other suggestions in the book by previous guests obviously have not been sorted - the light over the dining table flashing, 1 tea towel was provided but it did not look clean - of course we took our own. Also some spare toilet rolls would be helpful, until you get a chance to shop.
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Mrs Jackson - Verified booking
This property was in a lovely area and was very clean and very well equipped. It is on a hill so may be challenging for some walking in and out of mumbles; there was a lovely coastal route (via many nice pubs and restaurants) into Mumbles or a short more direct route down to the town which was slightly more challenging on the way back! There is also a bus service right outside the house and taxi services in town (one of our party struggles with walking so she sometimes used these to get back up the hill!) The owners and the agent were very helpful when we accidentally locked ourselves out shortly after arrival (the door locks on closure so don’t leave the keys inside!) The property was fabulous- clean, really well equipped kitchen, comfortable bedrooms, nice quiet location and lovely decking area for a bbq. Would highly recommend this property and we have had a fabulous family holiday!
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Family from Iver - Verified booking
<span helvetica="" neue="" style="color: rgb(68, 68, 68); font-family: Lato, "><strong>Attractive & comfortable kitchen & living area.</strong><br /> Recommendations: Gower beaches, Oxwich, 3 Cliffs, Langland Bay, </span><span helvetica="" neue="" style="color: rgb(68, 68, 68); font-family: Lato, ">Carreg Cennen castle.,</span><span helvetica="" neue="" style="color: rgb(68, 68, 68); font-family: Lato, ">Brecon town & cathedral, </span><span helvetica="" neue="" style="color: rgb(68, 68, 68); font-family: Lato, ">Swansea Leisure Centre. </span><span helvetica="" neue="" style="color: rgb(68, 68, 68); font-family: Lato, ">Good bike paths from Pontardawe to Mumbles.</span>
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Mrs Barber - Verified booking
Great property for a three generation holiday (reunion!) It very comfortably slept 8 of us and was in a good position for heading into Mumbles and out to the Gower beaches. We are well-acquainted with Gower as our son studied at Swansea uni and has stayed in the area but still discovered more beautiful places. Stunning coastal walks (including spotting a seal), surfing at Caswell and Llangennith, al fresco dinner at Verdi’s, swimming at Horton and Pobbles Bay and thé pièce de resistance - midnight swim in bioluminescence under incredible starry skies - unforgettable! A week on Gower is so precious I’m loathe to write a review - we don’t want everyone discovering the magic!
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