New Year Breaks In Wales

Reviews

What our customers say about their holidays

• Nicola - Verified booking

  RAW SEWAGE AND RUDE We're really disappointed to have to write this review after looking forward to this holiday for nearly a year.

  We noticed a smell at the property, especially when on the decking - there is quite a bit of construction going on with houses being built, so we thought it may be that or as we're by the sea, stagnant water. We opened a bedroom window and saw raw sewage all over the path to the back of the property - huge amounts of toilet paper and feces. We'd already received a message from Menai Holiday Cottages to say a plumber was coming to fix a toilet seat so we informed him as soon as he arrived. As he was leaving he said someone would be out "in a day or two". I assumed I would get an update on this and was about to chase it up, as we were obviously concerned as it is a health and safety issue, but a plumber turned up that evening and resolved the matter. This was fine, we appreciated the speedy response, although would have appreciated communication to confirm someone was coming. At the end of the day, we've paid for a holiday and we purposefully chose a property that we could "stay in" - with a kitchen to cook, a garden for my baby to play in etc and this was affected by an engineer pumping sewage away for hours that evening. The next day we got a message to say the plumbers report stated baby wipes were the issue, and if we were flushing them to stop. I wanted to make sure everyone was aware we hadn't caused the issue. Firstly, we have never flushed baby wipes, but secondly the amount of sewage on the path was far too much to have been caused by us in 24 hours, it was clearly an ongoing issue. The receptionist couldn't put me through, so I left a message, and Helen from Menai Holiday Cottages called me back. It was an extremly poor customer service experience. Helen was angry that I'd supposedly left a message accusing her of blaming us for the baby wipes. This was clearly an internal miscommunication, because I'd never used the word "blame" and simply wanted them to note that it wasn't caused by us. It was unprofessional, and upsetting. On Friday we got another message to say the plumber was coming back out. I'm assuming calls go through to a call centre because it was always someone different and I was never able to be transferred to the person who sent me the original message and noone seems to fully understand whats happening. When I asked why the plumber was coming again I was told the toilet was blocked, and I had called them on Tuesday to say it was blocked with baby wipes!! Very incorrect and clearly communication isn't great/ messages are getting mixed up as different people deal with them. We waited 90 minutes for a plumber who never arrived, and I never received any communication to say the pumber had or hadn't been/ or there was any further issue. What is particularly upsetting is that noone has ever just simply said sorry this happened on your holiday, or when I called back asked if everything was now okay. There was no customer care or concern. We've had our holiday affected by raw sewage, and yet instead of feeling like we mattered, I was being treated rudely. When we got back off holiday, I sent a message via the app to say we were unhappy with our experience and again, the customer service seems off. Still no apology, and instead I was told the issue had caused the owner "a hefty bill" and I was accused of stealing a pillow. The hefty bill is not my concern - it has nothing to do with us, is part of running a property business and to even mention it to us implies we are in fact being blamed? And to mention a missing pillow in the same conversation as raw sewage is absurd. We have been on many holidays, there has occasionally been a smashed glass etc and we have never, ever been messaged afterwards! It is pathetic. Perhaps your property checks should include inspecting the outside of the property for raw sewage, as well as supposedly missing pillows. This experience has unfortunately put a dampner on what was meant to be a special holiday. We certainly wouldn't return and have also been put off using Sykes again too - I've asked multiple times for contact details to speak to someone further about these issues and my messages have been ignored. Finally, just a few more pointers about the property: • The decking is unsafe - the side railing is slanted, overall very wobbly and there is a big gap between the door and where the decking starts - perfect size for a child's leg to slip through! Definitely not safe for children, be extra careful if they're on the decking • The BBQ in the shed is dirty and has ashes in the bottom • The description states there is beach equipment to use. I asked before our arrival if there was a windbreaker, to save us buying one/bringing one with us, but was told no. There's actually 2 in the shed • Property checks should include checking bulbs - 2 have gone in the lounge area and one has gone above the mirror in the main bathroom • The description states there is two gardens - an "enclosed front garden" with lawn, gravel, furniture and an "enclosed rear garden" with lawn, gravel and storage. This isn't true. There is no rear lawned garden. • General cleanliness needs improving. There were huge cobwebs with dead flies above the curtains in the lounge, lots of dust on the fireplace and the skirting boards, and stains on some of the blinds. Ultimately noone pays their hard earned cash on a holiday and expects to have to deal with raw sewage. Perhaps if this had happened to them on their holiday, they would have been more sympathetic.

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• Maria - Verified booking

  I booked this cottage for a week of relaxation, comfort, and luxury over Christmas with my partner and my two friends.

  It delivered in all three aspects and on every level. The cottage was finished to the highest specification and beautifully decorated throughout. The owners had gone to exceptional trouble to prepare the cottage for Christmas with a tree not only inside but also outside in the extensive garden. As soon as we entered, we felt so festive. The porch and utility room has plenty of storage, a washing machine, and a sink. This is an excellent area to clean off your muddy boots and your muddy dogs! The kitchen was equipped with absolutely everything we could have wanted. It was extremely useful to have two ovens especially as we were there for Christmas and cooking a traditional dinner. Not only was it well equipped, but everything in it was also of the highest quality. We thoroughly enjoyed sitting around the dining table and looking out through the bi-folding doors at the spectacular views over the Welsh countryside. The log burner made the sitting area so cosy and inviting in the evenings (and of course the excellent hosts left a copious supply of logs) and it was fantastic to have access to Netflix as well as prime, so we had a wide choice of films to watch. The addition of an upstairs toilet was so convenient. My friends were thrilled with the two rooms on the ground floor level. The beds were super comfortable, and the ensuites were beautifully fitted and decorated. And what can I say about the main bedroom on the lower level? It was beyond luxurious, and the bed was exceptionally comfortable. The bathroom was stunning, and it was great to have the choice of a bath or a shower. The shower had so many different options, from rainfall to jets on the sides. I was so surprised and delighted to open the cupboard containing the coffee machine and extra wine fridge downstairs. It really was five-star luxury. We thoroughly enjoyed using the hot tub and the views it afforded over the surrounding hills was stunning. The hosts were welcoming before we had even left home. Carol sent me an extremely informative email of all the things it was possible to do in the area so that I was well prepared before I even arrived at the cottage. They were always available should we require any help and we felt extremely welcome throughout our stay. Both Carol and David are excellent hosts, and nothing was too much trouble. They left a beautiful welcome pack for us on our arrival and set the tone for what was to be the most amazing Christmas ever. I cannot recommend this place nor these hosts highly enough.

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• Helen - Verified booking

  The lodge is very modern, spacious and comfortable with a real homely feeling.

  As other guests have stated, with the lodge being situated literally at the top of the site, the views of the sea and surrounding hills and countryside are great, providing an almost panoramic view. If the walk uphill to the lodge doesn't keep you fit enough you can always use the on-site pool, situated near the on-site shop, restaurant and reception. There are TVs in each bedroom but as just the two of us, the one in lounge was enough. The owners, though on holiday themselves, took the trouble to email to make sure everything was ok for us and Molly their cleaner had left us a lovely welcoming note on our arrival. Borth seems to be a great place for families attracted by its extensive beach but we preferred to use it as a base to tour from, visiting lots of the other coastal villages up and down the coast line as well as some in-land attractions. New Quay with it's pretty harbour and Aberaeron with it's wonderfully painted Georgian houses. The RSPB reserve at Ynys-Hir is a wonderful day out if you like the outdoors and wildlife spotting, would just make sure to take your own provisions for lunch as their offering was limited and pricey. The university town of Aberystwyth with all the usual high street shops, supermarkets and restaurants, was another good day out. On the day we visited they had an artisan street market selling lots of locally produced goodies and a brass band to entertain you while shopping. The Butterfly Farm and the walks round the Rheidol Reservoir were also interesting places to visit. All in all great accommodation, lots to do and see in the area even when the weather wasn't at its best.

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• Ronald - Verified booking

  We love Arwelfa Lodge and it is a perfect fit for our family group requirements.

  The views from the lodge are outstanding and it is brilliantly located, a shortwalk from the end of the harbour end of the High Street. It does have a steep approach road so may not suit everyone though. The presence of free good wifi was very important to the 3 children in our group as well ourselves and is a must have in today's world. We liked the fact that the Gas Cylinders were checked during our stay (we had to request a new cylinder last year when it ran out and we had no hot water!). The parking availability is great and sufficient for 3 cars (or 2 cars and a dinghy trailer which was our need). The only areas for critical feedback would be that the frame of the main bathroom door is distorted at the bottom and is an interference fit requiring the door to be slammed or forced to shut. (Annoying and the frame needs to be shaved!), both bathroom door handle mechanisms give the impression that the doors can be locked from the inside but they don't actually have any mechanism that locks the door! The loo seat is pretty loose in ensuite bathroom and needs tightening up. It might be worth mentioning this in welcome book (which is pretty out of date and needs updating. It refers to Debra of Abersoch Quality Homes for example!). Clear up to date contact details of who to call in the event of any maintenance or other issues is important. Both in the Welcome Book front page and in the Booking Confirmations.

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• Susan - Verified booking

  This was our 3rd visit to Arwelfa this year but there are certain issues that had not been sorted since that first visit in April that we assumed would hence why I am describing them now.

  Bathroom- We assumed the seal of the bath would have been taken care of and instead there is a silicone line around the bath that is unsightly and hasn’t been fixed. The toilet roll holder has been broken since April- not important but a little detail. There are ants next to the toilet that I had to buy ant powder for on our 2nd visit (these things happen) but these still haven’t been treated. En-suite- the drain in the shower is clearly severely blocked, (again- this can happen) yet nobody has yet sorted this months later. The toilet seat is not fixed to the toilet so always moves. Again a little thing but not reflective of what people pay/ expect. A general update to the bathrooms is necessary now to reflect the beautiful living and kitchen area Which is faultless! The view- the view is now really obstructed by the trees which have not been managed throughout the spring/ summer months. The view is a USP for Arwelfa and this was so irritating that it is now blocked by so many trees. This really has an impact when you’re in the lounge on a rainy day as it was such a highlight to see the view indoors. The above are all small things to us but I recognise many holiday letters could find these significant. I really hope they are looked into as we have made some amazing memories at Arwelfa this year and wish the lodge lots of luck.

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