Review Of Quality Cottages
The Boat House Manorbier - Tenby

PATHETIC?! What happened next?

We immediately contacted Quality Cottages AGAIN to tell them of the issues. Their team said "It is disgusting" "The shower looks like it wasn't cleaned for a long time".

We also explained:
 

• The main hob on the oven was broken

• The freezer on the main fridge was broken

• Window frames broken

• Stains on curtains

Quality Cottages response was initially pretty good when we spoke to them on the Tuesday morning. They asked if we wanted to move to a different cottage.

With a heavily pregnant Wife (7 1/2 months) and a Toddler (year and half) this wasn't ideal, especially as we were leaving Friday by 10am, but we agreed to look at the options because frankly we didn't want to stay at the cottage.

 

They gave us a choice of cottages, some unsuitable for toddlers, some too far away from where we currently were and others not suitable with a border collie in tow.  We chose 2 that were suitable and not too far away - both of which it turns out weren't available!

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So we had little choice - we stayed put and asked if someone from Quality Cottages could contact us regarding some other form of compensation.....but, no phone call or emails back.

Surely Quality Cottages refunded you when you returned?

No. In fact despite continious promises of a call back they have simply stated it isn't their responsibility, even though we booked through them.

 

Quality Cottages will not refund a penny unless the owner agrees. The owner initially agreed to refund a measly £150, less than 10% of the total cost. We replied courteously saying that amount was such a token gesture and asked Quality Cottages to go back to the owner.  We eventually received an email, not a phone call, saying we WOULD NOT GET ANY REFUND WHATSOEVER because the owner didn't like the fact he was 'threatened' with a bad review. 

 

We are still waiting to this day - 24th of September (we have emailed several times asking for this call) for a call back from the manager, Gareth, which we requested several times!

Would We Use Quality Cottages again?

NO - definitely not. If something goes wrong Quality Cottages (based on our experience) will wash their hands of it and tell you, that your contract is with the owner. If you have an issue - Quality Cottages have shown they simply don't care.

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Trust Pilot reviews echo the same - https://uk.trustpilot.com/review/www.qualitycottages.co.uk

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Would we stay at The Boat House Manorbier again?

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No the property is badly looked after, dirty and uncared for. The popularity of Tenby means the owners will continue to get bookings but hopefully this review shows you what you are letting yourself in for.

 

Mr & Mrs Izett, Councillors, should be ashamed of themselves - it is disgusting - they have had plenty of time to sort this.

 

Did you give the opportunity for Quality Cottages and the owners to sort this out?

Yes. During the actual stay and furthermore on return from the stay. It is now the 24th September 2019 and we have not heard directly from the owners or Quality Cottages, even though the General Manager Gareth was meant to call several weeks ago and is ignoring our follow-ups.

The last we heard back in July was that The Boat House had 4.5 review rating on Feefo, basically implying our photos and experience was made up. Funny how  so many people have been to the property but only 4 reviews... Needless to say the photos speak for themselves.

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SUMMARY - Should You Book?
 

Based on our experiences we won't be using Quality Cottages again and if asked we would not reccomend them to anyone. The Boat House Manorbier is, in our view is best avoided.
 

Quality Cottages - our experience summary:
 

X Despite booking with them you are told that any issues you need to take up directly with the owners of the property.

X If things go wrong they take zero responsibility and quote T&C's
X  They ignore e-mails and calls
X The "senior" team don't call back when they promise to
X If an issue happens you won't be offered a refund of any description by them

The Boat House Manorbier - our experience summary:
 

X Disgustingly dirty
X Cleaning team are not cleaning the property properly
X Broken oven hob, broken freezer compartment, broken window frames
X Stained curtains, furniture caked in years of dirt
X No direct contact from the owner received or attempt to resolve with us

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If you do decide to book - good luck!!

 

Notes:
- We are confident in posting above because it is factual with proof to back up every comment made. No exagerration, just the simple facts.
- We don't expect a refund but we do expect Quality Cottages and Councillors Mr & Mrs Izett to change how they treat their guests when things go wrong.