ComplaintsWe act only as Booking Agents for properties which come up to our standards. However, in an organisation of our size, complaints do occur from time to time. We all abhor them because we genuinely want everybody coming to the county to have as happy a holiday as possible. Should guests feel they have cause to complain they must follow the procedure indicated in our Booking Conditions.
Any faults must first be reported to the housekeeper or owner immediately, so they can be put right. Please note that housekeepers are the owners’ agent on the spot and it is they, or the owner, not Cornish Traditional Cottages, who must attend to such faults or discrepancies.
In the event of guests still being dissatisfied after they have spoken to the owner or the housekeeper, they should telephone Cornish Traditional Cottages immediately so that we may take such reasonable steps as we are able to, in an endeavour to put the matter right. Guests are asked please not to return home without doing so, as matters brought to the attention of Cornish Traditional Cottages thereafter cannot be resolved.
As approximately 50% of our business each year comes from past guests or their recommendations, we are proud of the reputation we enjoy. Therefore, in the event of disagreement between owners and guests we will endeavour to see that each party is fairly treated, but both must bear in mind that Cornish Traditional Cottages is not party to the Contractual Agreement.
Feedback FormsEach group coming to our properties receiving a questionnaire with a pre-paid envelope on their return home. We are delighted and grateful to get these back as they enable us to form opinions of, and exercise control over, such things as cottage descriptions, cleanliness, prices etc. They clearly indicate to us where our Company is satisfying the demands of the market and thus enable us to make changes, if we find we aren't.
They form the basis for our smiles rating method which is explained under the Standards paragraph on the Your Property page.