Bournecoast Property Agents レビュー 

Bournecoast Property Agents からの回答

2021年10月4日

Hi Colin, thank you for your review and feedback. We are very sorry that you encountered some issues on your arrival at the property. The Landlord appoints a Changeover Agent to ensure the property is ready for each arriving party of guests but it appears that in this case they did miss some areas of the cleaning and did not re-attach the curtains where they should have done this. However we understand that they did re-attend to rectify these, including to supply the toilet rolls which was an error on the Changeover Agents part.

The property is as advertised, however over a season some further wear can often show, we have always had very good feedback about the property and that based on the location and size it is still very competitively priced to reflect the standard.

We are sorry however that this did not meet your expectations and we fully agree that a property should be clean on arrival. Ideally this would always be the case but on rare occasions things do get missed and it is important that what can be is rectified as soon as possible and we believe this was the case.

We do feel that the issues you made us aware of during your stay were addressed promptly when the Changeover Agents returned to the property to rectify the matters raised. We do hope that you did still manage to have an enjoyable stay in the area and took advantage of the size of this property and everything the local area has to offer.

Kind Regards
Bournecoast Holiday Agents

Bournecoast Property Agents からの回答

2021年9月6日

Hi Veronica, thank you for your review and feedback. As a family run company Customer Service is really important to us so it is wonderful to know that it is working so well. We are pleased to hear all has been fine each time you book with us, thank you for your loyalty and we look forward to hosting you again in the future. Best Regards, the Bournecoast Team.

Bournecoast Property Agents からの回答

2020年12月17日

Dear Mrs Jay, thank you so much for taking the time to review us. It is lovely to receive your positive feedback and we hope we can help you again in the future. Regards, Bournecoast Property Agents.

Bournecoast Property Agents からの回答

2020年6月29日

Hi Penny, thank you for taking the time to review our company. It is very hard for us and the team to receive your 2 star review and read your feedback, especially during such difficult circumstances. Whilst we appreciate your feedback we do feel that our small cancellation charge was fair, was charged to cover our direct losses and is in proportion to what we are losing/paying our staff to deal with the cancellation of your holiday contract. We understand that genuine circumstances have caused you to cancel your holiday, equally, please understand that the current situation has resulted in an unprecedented number of cancellations for our company and we were not receiving any advance reservations for the upcoming season. We therefore had to keep staff on purely to deal with the cancellations and refunds for visitors and what you were in effect asking us to do was request for those members of the team to do this work for free. This is unsustainable for any company and, whilst of course considering the needs of our clients and keeping the small administration charge to a minimum, we must also protect our staff and their families to ensure we are able to keep them employed with us. That said, as a family run company since 1960, we have no intention to leave our clients unhappy so as a gesture of goodwill, we offered you a refund of 50% of the small cancellation charge which you accepted. We believed this was a fair and amicable way to resolve the matter, it is a shame that you still felt the need to leave such a low online review during such challenging times for us all. Thank you again for taking the time to leave your review, as all feedback is valuable to us, it is unfortunate that our efforts to help you on this occasion fell short of your expectations. Kind Regards, Bournecoast Property Agents.

Bournecoast Property Agents からの回答

2019年8月27日

Dear Mrs Chapman, thank you for taking the time to review us. Obviously we are very disappointed with your review and have investigated this further. From our records we can see that you did apply to book accommodation with us this year, however the owners of our accommodation did, in fact, refuse your request to stay due to a number of incidents which occurred with you and your family whilst staying in local accommodation in the past. This is contrary to your review whereby you have given the impression that you have chosen not to use our services. We are therefore really surprised to see in your review that you stated that you would not use Bournecoast again, yet you made an attempt this year to book accommodation. Whilst we thank you for your business in the past, we do feel it is only fair to record, for us and the benefit of other accommodation providers, that the owners of the accommodation we provide have asked us to note that they would not accept bookings from you this year or in the future.

We do dispute your record of how you were treated and as a family run company since 1960 have an exceptionally good reputation in relation to the accommodation we provide and the customer service we offer. This can be seen by the hundreds of reviews we have about us and our properties on other websites. It is a shame you felt the need to try and damage our reputation in the way you have done on this review site, which appears to be as an act of revenge following the owners request to reject your attempt to book their accommodation again.

Bournecoast Property Agents からの回答

2017年10月17日

We are very sorry to hear you were disappointed with the property and the service you received, as a third generation family run business customer service is extremely important to us. It is very hard for us to hear feedback like this, and is not the usual response we receive, however this kind of feedback is invaluable in helping us to continuously improve our services on an ongoing basis.

On this occasion we can only reiterate what our General Manager, Simon, said in his response to you on the 15th September in that whilst we make every effort to resolve a situation between a property owner and a visitor, in the event the two parties aren’t able to reach an amicable settlement the value that we can add as the booking agent is very limited.

We have made your holiday property owner aware of your concerns and they have responded accordingly which resulted in a gesture of goodwill on your next holiday booking. Clearly we will always be happy to forward any subsequent communication regarding this matter and only hope, rather than expect, we receive a different response more in line with your expectations in the future.

If you would like us to approach the landlord again on your behalf please do not hesitate to contact us.

Regards

Anita Smith
Director
Bournecoast Ltd