“Beautiful cottages in the centre of Padstow.”

“Coachyard Mews”

“Lovely townhouse and great location”

“Courtyard Mews”

“Unclean, uncared for and terrible landlord”

Response from the owner These guests were extraordinarily difficult from the outset. I refute entirely the above review, particularly those relating to me personally, having offered them a full refund, primarily because of tension within the family, leading to verbal aggression towards me. They declined my offer of a refund in order to remain in the cottage for the rest of their stay. Please see below my report on my visit to the property, which I emailed to the guest: "I feel it would be useful to confirm points raised at our meeting which took place inside #4 Coachyard Mews commencing at approximately 1100hrs, and to respond to your email timed at 0918 earlier that day. I arrived with face covering as currently recommended and was invited inside by Andy. The list of issues was quite extensive and several of the points raised in your email were either seen or discussed. Taken in email listing order: Bedding hair: The linen is professionally washed and ironed to industry approved standards, by a large professional sub-contractor. Comment :It is highly unlikely there will have been any hairs present on any pillowcases, sheets or duvet covers, but hair is so light and can be airborne whilst being almost invisible to the naked eye. The environment cannot be sealed as windows have to be left open to allow fresh air to circulate, and therefore it is quite possible that a minuscule amount of contamination occurred during bedmaking. I was not shown any examples during my visit. Tea towels and oven gloves: Comment - We never provide oven gloves, especially in the current pandemic climate, as was notified to you in the online Information Folder, a link to which was included in your arrival information. Whilst we do provide linen for beds, the provision of tea towels and bath mats, is not advertised, although we do supply these items as a courtesy. On this occasion we did not receive the usual weekly delivery of tea towels, and you were informed by text message prior to your arrival. Dog mess in the garden: There were three offending instances on the far side of the garden to the hot tub which had been missed at changeover for which I apologised and promised to come back and remove that day. Oven door: I accepted that the hinge was a little temperamental but Clair said it did not materially affect the oven use Cracked tiles in the bathroom: There were two and hardly noticeable Missing curtains: There was only one small high up window affected where the voile had been removed for washing, which faced a brick wall across a closed passageway. (in any case, so privacy was not compromised) Fridge door: Having only been notified at changeover, it was impossible to rectify this issue, but I apologised nevertheless (It was only the milk shelf which was missing. The fridge itself otherwise performed as it should) Broken plug socket: This was a twin socket with no apparent damage whatsoever. The only issue was that one of the sockets did not work. (Comment - this was a first notification issue and a replacement has been ordered) - The new socket has since been fitted and functions correctly. Poor WiFi: This was tested during the visit and I showed it was working fine. Clair then said it was the speed that was the issue. (Comment - I only offer WiFi, and certainly not any minimum speed). I did explain that I have tried to get fibre optic installed but it is currently not available to this address. Poor tv selection: Comment: Tv reception is provided by Freeview and I am certain that the vast majority of channels are available. Unfortunately channel frequency updates occur from time to time and probably the menu needs to be refreshed. Following their departure, the channels were refreshed and no less than 97 were found. Hot tub chlorination: The hot tub was thoroughly cleaned and chemical checked prior to your arrival. Comment: The chemical balance will normally be rechecked during the week. We certainly do not leave hazardous chemicals for guests to use, which would be in contravention of COSHH regulations. (The guest complained that chemicals were not left for their use) There were other issues raised during my visit, such as the unsatisfactory performance of the dishwasher (which has only recently been replaced), the accumulation of muck inside the upvc window frames, only visible when windows were opened, and a small burn mark on the kitchen work surface In the light of the above, it was plain that this was an irreconcilable situation and recognising such, I offered a full refund of any monies I had received for this reservation on condition that the property was vacated with immediate effect. My offer was declined and you decided to remain to continue your holiday. Andy then raised the question of the water in the hot tub. I confirmed that the hot tub had been cleaned and the water chemicals checked on the morning of your arrival. There seemed some dissatisfaction with this reply so I offered to close the tub down and cancel my request for payment, which I had not received. A discussion between Andy and Clair followed, the outcome of which was uncertain. I was then asked if I had arrived in this cottage, would I have been satisfied with the condition. I replied that I most certainly would as it is a lovely cottage. Moreover the cottage had been occupied continuously since reopening on April 12th, without issue prior to this visit. At this point, Clair became abusive and demanded I leave the property and not return, even to remove the offending dog mess. For the sake of avoiding a confrontational episode I complied and left. However, there remained the issue of the hot tub and payment. To date this has not been received, and I will soon need to conduct chemical tests to ensure the safety and quality of the water. Without payment, I shall have no option but to close down the hot tub to prevent its further use. For your information there is no need for you to wait in whilst this work is carried out, and entry via the house is not necessary, as there is access via the garden gate. In summary, I am nevertheless truly sorry, that the cottage does not meet with your very high expectations. My aim is, and always has been, to provide nice accommodation at a reasonable price. I very much doubt there will be equivalent accommodation in such a central location with parking and a garden space. You asked if I would be happy to stay in the cottage. Not only have I confirmed that I most certainly would, but I can also confirm that I have stayed on more than one occasion, and been thoroughly satisfied with every aspect. It is also very difficult to uphold your complaints when the vast majority of clients are returning visitors, not just once or twice, but often several times over. Indeed, I am now welcoming guests who first came as children with their parents, who now return with families and children of their own."

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Lovely stay”

“Miss”

“Always delivers”

“Great property in an perfect location”

Response from the owner Dear Wayne and Rebecca. Thank you so much for your very positive review. I’m so glad to read you enjoyed your stay and I really appreciate the time taken to write your review. Hope we shall see you at Coachyard Mews again before too long. Best wishes Stephen

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Pet friendly, but a very disappointing cottage”

Response from the owner Thank you Dean for your, albeit grammatically incorrect review, and especially for the positive points which you have conceded. Over 250 families stay at Coachyard Mews every year, many of them regular returning visitors, as the other very positive comments on this and other sites will bear testimony to. The only issues I was made aware of during your stay were the washing machine which simply required switching on the day after your arrival, and the parking of your very large vehicle, which was resolved by offering one belonging to another cottage that was available. I would also mention the gates to which you refer do not actually belong to the cottage you were staying in.

This response is the subjective opinion of the management representative and not TripAdvisor LLC.