We have just returned from 2weeks holiday at the Clowance estate in Cornwall using our Pestana priority membership to use in association with seasons holidays.
We were given an apartment in the golf view section which was appalling, as you can see from the photos.
When we first entered the apartment there was an appalling musty old unclean smell and this was on the towels and bedding and because of the smell, I didn’t want to unpack the suitcases because the smell would get on our clothes.
We were also given a sheet of paper saying they had introduced a WiFi fee of £25 per week something we had not been notified of and adding another £50 to our stay.
We contacted pestana and season holidays who said they realised the apartment was in bad repair so would try to move us but apparently everywhere was full and we had to stay in the apartment.
The patio doors did not lock so a makeshift bolts had been put in the top and bottom, the sofa leather looking seat covers were ripped and in bad repair, there was a continual dripping tap which left horrible stains in the sink, the dishwasher was very old and the radiator wad melted and in bad repair, see photos.
We contacted Pestana and season holidays with the photos and Pestana said as none of the other members had complained they were not interested whereas seasons were admitting that the apartment was in bad repair, 3 separate employees admitted the apartment was outdated and one chap even said ” yes, It’s like a time warp isn’t it as it’s so outdated haha ” NOT FUNNY this was our holiday so if they knew it was so bad why were we put there.
The apartment noise was dreadful because of the flooring being so squeaky you could hear every footstep from the rooms at either side and the rooms above, not their fault, you could hear conversations and even every time a toilet was flushed.
We spent more than we wanted because we went out as the kitchen wasn’t acceptable.
There wasn’t a golf view as all the trees and bushes had grown covering the view of the golf course not as the picture on the website.
We were offered a meal as a goodwill gesture and the points refunded from our Pestana membership to use again but how can we be assured of better accommodation in the future. We had been looking forward to this holiday but could not wait to get back home, really upsetting and disappointing.
Cornwall is beautiful and the grounds of Clowance estate are beautiful but to admit to your customers your accommodation is well below standard and still make them stay there after paying membership fees is really not acceptable.