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Reply from Cornish Gems

Dear Debbie,

Thank you for your review and please accept our sincere apologies for the delay in coming back to you while we have been carrying out a full investigation and discussing the matter with you over email.

As previously discussed, your comments regarding the overall presentation of the property are disconcerting and steps have naturally been made to investigate and address the matters raised.

With regards to the pool temperature, we called the pool maintenance team for the property twice during your stay, and it was found there was no fault on both occasions. We do of course take your feedback regarding the water temperature on board, and hope this did not impact your stay too severely.

With regards to the outdoor furniture, we can only sincerely apologise that this wasn’t at the property during your stay, and have passed your concerns onto the owner so they may rectify this for future guests, or instruct us otherwise. As you were aware there has been a recent change in ownership of the property, however this is by no means an excuse and we will of course be making steps to sort this in a timely manner. Our apologies again for any inconvenience caused.

We have checked our logs relating to the overheating of the bathroom mirror and cannot find any evidence to suggest this is something either Cornish Gems or the owner was previously aware of. As soon as you advised us of the fault an engineer was called to address the issue. We can however see that the engineer had thought that isolating the mirror in question had resolved the matter and that you were happy to monitor this – our apologies if this was misinterpreted, and again, hope it did not have too much of a negative impact on your stay.

Please accept our apologies that you were disappointed with your recent stay with us and we hope our various communications over the last few weeks have helped allay some of the concerns raised. We do hope that despite the above, you feel you can use the £100 voucher we provided towards another stay in Cornwall soon.

With all good wishes,
Cornish Gems

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