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per nightMrs Grindley - Verified booking
After several emails and phone calls to your company throughout the week regarding our dissatisfactory stay at The Pines, I am emailing to make a formal complaint with the issues we experienced and the lack of resolution. I would like to mention that the bedding and towels were lovely, and we had plenty of hot water throughout the stay. Cleaning - Poor cleaning throughout the property including dust and cobwebs, finding a pizza in the microwave on arrival, old/used coffee pods in the machine. Hot tub - information booklet states the hot tub should be cleaned x3/week. It was not cleaned during our stay. This is a significant health issue, and we now worry the hot tub was not cleaned prior to our stay between guests. Coffee machine - this broke towards the start of our stay and tripped a fuse. We were advised by the company to stand on a plastic bar stool to switch the trip back on. This is an entirely inappropriate suggestion, not knowing the make up or abilities of our group and not taking into account our health and safety. No coffee pods were provided as per the Information booklet. We did eventually receive a new coffee machine, however this was also faulty and leaked water. Dishwasher - this broke towards the start of our stay and was not fixed. Only x2 tea towels and a bathroom hand towel were provided by housekeeping at the start of the stay, and we only received additional materials to wash up with on Thursday after having to request these. We have spent countless hours of our holiday washing up, for 8 people minimum x3 per day. Fridge - faulty, freezing our food despite being at reasonable temperature. This is a food safety issue and subsequently we had to throw food away, we expect the approx cost of this to be at least £200 across the week - including raw and cooked meats, fish, cheeses, dips, milk, fruit/veg, yoghurts etc. A maintenance company attended on Thursday, the issue was not fixed. Games room - no heating, and therefore not usable at certain times of the day due to being so cold. We did not accept the box of chocolates sent by the company, as we quite frankly found this offensive given the amount of issues and lack of resolution we experienced. We have holidayed in self catering properties for many years, and unfortunately this experience has been very disappointing.
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Anna - Verified booking
Lovely cottage, pretty rooms, lovely views and we were very comfortable.
There was a wood burner which will be really nice in winter but we did not need to use it - it was very cosy. The dining area was spacious and nice. There are some beautiful walks nearby, including a walk through the valley to Port Talbot and the nearby Afan Forest country park. We also enjoyed the South Wales Miner's museum, which was very interesting. The Bethel Chapel cafe is great (open at weekends) and the Teapot a short drive away. Mumbles lovely for a day out. As feedback we could have used a few more kitchen things - a teapot and cafetiere coffee pot would be useful, as the space is perfect for large groups. A bread knife, and knife sharpener would be nice to have and the cutlery wasn't great for e.g. cutting a steak. Also just to note, the utensils are metal and there are a number of lovely new non stick pans, which will get scratched by metal, so some wooden or silicone ones might be good! These are just small things though and we generally really enjoyed cooking and eating at the cottage.
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Mr Mark Kendall - Verified booking
The Pines is a lovely property but we were let down by a few issues. For the first 36 hours the lights in the game room /shower wouldn't work as the trip had gone, there were no basic essentials for the first night such as dishwasher tablets, no first aid kit that we could find to dress a cup. A drawer in the kitchen was broken, the alarm went off and when we tried to call the management company, the line was dead. Perhaps the worst issue was the lack of hot water which made using the bath impossible and made doing dishes a chore by having to boil the kettle. Cobwebs in corners, cheap toilet roll, insufficient towels.
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Lynn - Verified booking
We had a delightful Easter stay at Greenheart Cottage.
Set in a pretty valley, above a tumbling river, centrally located for an easy drive to the Brecons or to the beautiful beaches. The cottage was clean, warm and inviting, as an adult family of 7, we were comfortable and had everything we needed, (soon to have the addition of a hot tub with views over the valley) We were made very welcome by Dylan the owner and also the proud owners of the Bethal Church cafe as mentioned in a previous review, just a short walk over the viaduct. The locals are very proud of the fact Richard Burton was born there and his family are still local. I would definitely like to go back again.
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Mrs Morris - Verified booking
We really enjoyed the whole experience of staying at the pines, huge amount of space indoors and in the gardens. The house was luxurious but very welcoming. Beds amazingly comfortable. Hot tub and games room was fantastic; only downside was the outside furniture cushions didn't dry quickly so unuseable a lot of the time .... end of June but still numerous rain showers. Wifi was a bit hit and miss for someone having to do a little work whilst away, had to use mobile to boost via wifi hotspot.
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