He had a week in Croyde having booked one of Croyde Holidays houses Shipenrill.For the whole week we were without hot water as the pump used to get the hot water to come out of the taps was broken. The only hot water we had came from the electric showers and the dishwasher.We contacted the owner of the house who assured us the hot water pump would be fixed while we were staying in the house so we would be able to wash up and bath the 4 children staying with us without having to boil water in the kettle and on the hob. The pump was delivered on the Wednesday but was still unfitted by the time we left on Saturday.Once home, my mother, who booked the house, contacted Rachel at Croyde Holidays seeking an apology and compensation. For the next week Rachel proceeded to deny any wrong doing, stating that as we did have hot water from the dishwasher, the companies responsibility had been fulfilled. Should we have washed the children in the dishwasher?? She even went as far as contacting her licensing authority to ask whether a pump was a requirement in a rental house rather than just simply offering an apology. What a waste of everyones time. The bottom line was we had no hot water and this should have been dealt with but wasnt. We felt like this was something Croyde Holidays should have simply apologised for if nothing else.The hot tub, which we paid extra for, was also dirty and was not maintained correctly. We know this as my mother used to own a hot tub so we are aware of how to maintain one correctly. Again, Rachel denied this was a problem.Our issue with the way our problems were dealt with is that Rachel seems to give no thought at all to customer care and instead spends her time looking for ways to wriggle out of an apology. In my opinion, this is not good customer service at all and has lead to a very frustrating week for my mum. Her last email to me simply said head-wall-banging. Rachel didnt get the point of her complaint. We did have a lovely week away, but having to deal with Rachel has left a sour after taste to an otherwise nice week. I would advise people not to book with this company to avoid having to have dealings with her if something goes wrong, as unfortunately it did for us.
Croyde Holidays is a UK Real Estate Agency based in Ilfracombe, South West England. Croyde Holidays is located at 13 Montpelier Terrace, Ilfracombe EX34 9HR, UK.
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