Thank you very much for taking time out of your busy day to send me your feedback and comments about your stay with us at Cilcoed Uchaf Cottages. We take guests reviews very seriously. Thank you for your kind and positive comments regarding our house and I’m glad that you enjoyed your stay with us on the whole. I can only profusely apologise for the lack of towels provided, this is not standard practise and simply down to human errror and an oversight on our behalf. We normally offer hand as well as body towels to our guests.
When guests are on holiday in our cottages, we like to leave you to enjoy the peace an tranquility on offer. I could not be on site to personally greet you on this rare occasion due to a very close family member being ill in hospital, but I did not want to disturb you the following day either when I returned. The curtains were drawn and all cars parked up - so I assumed a knock form me would have been unappreciated incase you were sleeping in or relaxing. I, or a member of the family was only a phonecall away if there was a problem and this is noted and stressed in our guest information folder provided in the cottages.
With you being such a large group, I can only assume maybe that the lady I spoke to forgot to mention that she saw me! I engaged in a conversation with her where she told me ‘all was fine.’ This would have been the perfect opportunity to tell me of the broken items and the lack of towels you state in your report and I could have acted immediately to right the wrongs. Our cottages are busy and let out most of the time, our routine checks recognise any obvious problems but we do kindly expect guests to tell us if things aren’t functioning as they should so we can rectify matters immediately. I feel it is rather harsh of you to say that 'the owner did not really care about quality' since we are a very small family run business and customer care is paramount to all we do. I hope you found us an ideal location for a group of your size wanting to explore the Lleyn Peninsula and Snowdonia and I would welcome the opportunity to welcome you personally should you consider a return visit sometime in the future.
Thank you ,