Schooners, 1 Bluestone Point Apartments, North Morte Road, Mortehoe, Devon, EX34 7EN

Reviewed 24 February 2021 

In reply to Mr Tom Hamilton James

We feel as though we must respond to the comments made by the guest Mr Tom Hamilton-James regarding the cleanliness of Schooners. We have never received a complaint of this nature before and treat the comfort and happiness of our guests as paramount importance. We have spoken to the guests (who are very old friends) who stayed at Schooners the week prior to Mr Tom Hamilton-James and they have assured us that the toilets were left in a clean condition as were the kitchen utensils. They did not notice the frog but he may have arrived during the changeover period. After each group of guests leave the apartment our professional team of cleaners arrive and ensure that all rooms are cleaned thoroughly and fresh linen provided. In addition a welcome pack of wine and a tin of biscuits is provided along with a doggy gift if the new guests have a pet. A complete COVID cleansing preparation is also applied to conform with all current requirements (the total cost is in the excess of £100 for the service to ensure a 100% clean and safe apartment). A Marsdens introductory booklet is also left in a prominent position for guests to read. Contained in the booklet is all local information and a section with all important phone numbers which includes the housekeepers phone number to ring in the event of any problem on arrival or during the stay. Had the housekeeping service been made aware of any problem particularly with regards to cleanliness or hygiene the response would have been immediate. 

Again we would reiterate that cleanliness and presentation is paramount to us and we have numerous recommendations and comments saying how much the holiday at Schooners was enjoyed. Never before has a complaint of this nature been received.

The situation is a complete enigma and we are just as disappointed as Mr Tom Hamilton-James but to finalise the matter he has been provided with a full refund.

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Date of stay: October 2020

Reviewed 25 February 2021 

Response to Tom Hamjam's review

I must say how surprised i was to read this gentleman's review of Schooners.We stayed the week before this gentleman and found the apartment to be extremely clean and comfortable.and I can assure you that we left it in the same way!!.The apartment is situated in an ideal position especially if you enjoy the wonderful walks and scenery.

We would not hesitate in recommending Schooner's and indeed we will be booking again once restrictions are lifted.

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Date of stay: October 2020

Disgusted with attitude of owner and state of property on arrival.

Both toilets with faeces and urine on outside of toilet

Dead frog outside back door in courtyard that had not been cleaned for a while

Dirty food stain on outside of cupboard

Dirty kitchen utensils

Greasy, dirty breadboard

Greasy, dirty saucepan

I got in touch with Marsdens who then got in touch with the owner. Despite evidence of the state of the property (in particular the poo and urine on the outside of both toilets) she refused to acknowledge the issues and sided with her ‘housekeeping’ team.

Fortunately, Marsdens recognises this was not acceptable and provided an appropriate compensation. However, I was left saddened and disgusted at the response of the owner. I have never had cause to complain about a property or even posted reviews on trust pilot/trip advisor before, so this shows how appalled I was with what we found. Then completely disheartened by the response of the owner.

Thought you should be aware of the attitude of the owner and also the distinct lack of ability of the ‘cleaning’ team.

Stick well clear of Schooners property in Morthoe, North Devon.