Hello Emma, our apologies that you didn't enjoy your stay at Durham Court Holiday Apartments however we have to disagree with your review. You didn't inform management of the cleaning issues until you had already been checked in for a couple of days and our cleaners had reported that apartment cleaned to high standard before you arrived. Had you informed management immediately of these issues we would have been able to witness this and upgrade you to another apartment. Our office was open on Christmas Day due to check ins and although the manager was closing early (5pm) he was also on call 24/7 for any guests concerns. We are not able to give you a refund as you already stayed in the apartment over Christmas and sand etc in the shower would have been from your stay. We have always taken Covid 19 precautions seriously and believe the room definitely met Covid 19 standards however we are sorry we did not meet your expectations for your Holiday.

Unfortunately there is a lot more to this story that what you are saying in this review. Firstly you had already booked another hotel prior to checking in due to your friends wanting to stay in the city. You requested a refund when you arrived and before you had even been up to your apartment. When you complained about the room i sent my cleaners up immediately to rectify any cleaning problems there may have been and you told my cleaner it was fine you will do it yourself? When the cleaner asked you what areas you weren't happy with you just told her she could leave now. You never informed us you were leaving and the room sat empty at Peak season. The air conditioner unit was not like that when you first went into your apartment and we have reason to believe you deliberately damaged property due to not getting a refund.

Hello Ruth Jones unfortunately you left the apartment in a terrible state, you were only here for 1 night and it took our cleaners half a day to clean your apartment. Even with that we didnt charge you any extra cleaning charges. Once again we are sorry it took 6 working days for your pre auth to return to your bank but as we tried to explain to you a few times last week it isn't us that holds the pre auth it is your bank and due to being in debit it was taking longer than expected. Even with all the nasty phone calls we wrote a letter to your bank insisting they release it early as we know you wanted the money for the weekend but other than that there was nothing else we could do. You never complained about your apartment whilst you were here so this is the first we heard of your complaints. Next time please double check with the hotel you are staying at regarding pre auths and deposits as we explained the process to you when you checked in.

Customer satisfaction is our top priority and we strive to give our guests a happy and stress free holiday. Unfortunately in this case the details of your review are incorrect. On the morning of your check in you rang to say you had booked elsewhere due to your friends booking at a different hotel, when management explained to you that you booked a no cancellation apartment you became aggressive and started to threaten our staff. When you arrived you were given 2 sets of keys and within 2 minutes of your check in you were back at reception saying you were unhappy with your apartment and wanted a refund. Although you hadn't even entered your apartment before you came down i gave you the benefit of the doubt and sent my cleaners up to your apartment to check on your complaints and fix any issues you may have had. The cleaners were not able to find any of the problems you claimed? You left without giving the room keys back which meant the people checking in after you had to be delayed, you also left the room in a shocking state which required extra cleans. My advice is to communicate with your friends prior to securing hotel rooms as last minute cancellations are not possible on the room that you booked.

Hello thank you so much for your feedback we appreciate it very much.

Hi unfortunately as you stayed anonymous we were not able to go and see what apartment you stayed in? We only recommend that in the future you come and let us know of your concerns as we would have endevoured to fix any issues you may have had and had our cleaner go and fix those problems. We are sorry you didn't enjoy your stay. I will just point out that our apartments are advertised clearly as self contained apartments, We provide a start up pack for every apartment including washing powder, dishwashing liquid, toilet paper, soap, tea coffee etc but after that it is self contained. Reception has these available and would have helped had you let us know. Our receptionist is here daily until 5pm and after that the manager is a live in with a buzzer direct to his apartment and his mobile number is on the reception window, i am suprised you were never able to find a staff member? We provide free undercover secure parking for all hotel guests, one carpark per apartment plus 3 guest car parks out the front, we are sorry you found it to be a mess and would have loved for you to express these concerns to us while you were here so we could fix the issue for you.

Hi thank you for your feedback it is appreciated. We have since had our whole building repainted with all new pool furniture, Our rooms have also had many renovations. We do have a height restriction of 1.8m in the carpark unfortunately but had you let us know we could have arranged alternative parking for you near the guest carpark which we do for anyone with a campervan etc. Thank you very much for the wonderful feedback on our manager John

Hi anonymous, thank you for your feedback it is appreciated. We are sorry you wouldn't consider staying longer at our apartments. Could i ask what problems you would like to see fixed? We take the recommendations of our customers very seriously

We appreciate all feedback John but unfortunately i can not agree with anything you have stated. Firstly as explained to you the lights and fan run by remote control which is situated on the wall for you. All you have to do is switch it on and you can control the lights and the ceiling fans. Secondly when our cleaner came up to inspect this "shoe" there was nothing there and you said you threw it away which we find hard to believe as we also checked the skip bins. Thirdly our cleaner would never wear socks as it is against health and safety and she wears correct shoes at all times.

Hi thank you so much for your wonderful feedback it is appreciated. We have taken your recommendations for hairdryers on board and now have them available for hotel guests should they require one.

Hi Meg Our records show you never turned up at the hotel? We refused you a refund the next day due to the fact we had held that booking for you. We apologise if you are unhappy with our hotel policy on cancellations but when guests don't turn up we are unable to re advertise.

Hi Laura thanks so much for your wonderful review. We are so happy you enjoyed your stay at Durham Court Holiday apartments and we really appreciate you taking the time out of your day to let us know :)