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This is our second Christmas holiday with Puffin Cottage Holidays, we have loved each one. But staying in Tenby for Christmas week was utterly magical. The apartment was perfect, decorated festively and had everything we needed. All the advice before our stay was so good, parking for the extra car, freezer space etc. We love that Puffin Cottage Holidays is local and a family business, their attention to detail is exemplary. We will definitely use them again as they have the best holiday properties in Pembrokeshire ♥️

Price was better than through other booking sites. Process was simple, email communication was clear and the property we stayed at (Merlins Gardens) was clean, well equipped, and in a great location.

I rented an apartment in Tenby. There were issues with cleanliness, broken kitchen equipment, temperature & lack of basic essentials & communication. What I found interesting was the lack of interest from staff at Puffin' & the fact that they invited no customer review from me knowing i had cause for complaint. Tenby is great but that company is one I'm happy not to recommend or use in the future.

Ps I take issue with the company's reply to my review. It makes matters worse by not being entirely honest / accurate. Interesting as well that they choose a public response than a private one.

The cottage we rented was lovely, can`t wait to return
Puffin cottages information and help, meant our trip ran smoothly, from start to finish

Beautiful house, garden and location. We loved the top floor suite of rooms.
Beds and bedding are luxurious. Kitchen superbly fitted out. Locations perfect. Lots of local shops and a Tesco. Our family and friends had an amazing holiday. Oh dear, it ain’t worth it.

Seamless booking and accommodation fantastic! Great location! Will be returning hopefully 2026!

From the time of booking to our holiday at Maynor in Kilgetty, it was a very easy experience and we felt in safe hands. The house was even better than anticipated and suited three generations perfectly. We all had our own space and the kitchen was well equipped. An added bonus was being met by the owner. Unfortunately the weather was lousy all week!

We found the Cwtch very comfortable, clean and well equipped. Especially the kitchen and bathrooms.

It is in a beautiful position, in walking distance to the sea and surrounded by lovely countryside. The local pub was very friendly and we had a good supper there.

The flat was a beautiful place to stay, it had everything you could need. The view of tenby is amazing the hosts were very helpful and were easily contactable if needed. Very short walk to get to the town and enjoy what tenby has to offer. Would stay again.

House was clean and comfortable and well prepared for our visit. Ideally situated in a quiet residential area within easy walking distance of the beach and town. Also very convenient for accessing Tenby and the Gower/Pembrokeshire countryside. Puffin were excellent and when we had a problem with failed shower pump they had an electrician on site at 9pm on a Saturday evening and the repair was completed without fuss while we were out on Sunday! Bravo! Very satisfied

We had a wonderful time. The apartment is spacious and great for 6 people. It was spotlessly clean and had everything we needed. The surrounding area is beautiful and we were only a short walk to the beach and town. Would definitely stay again!

The cottage was perfect for Ironman wales. Short walk to the restaurants etc and the beach and heart break hill. The cottage was perfect in every respect.

Great experience...as personal touch was good calling me to ensure all was good with the booking as we were very last minute. Clear directions and lovely touch leaving the fairy lights on. House clean and everything we needed.

Great apartment in a fantastic location, perfect for Ironman

EDIT AFTER REPLY:

Property - Mansion House, Tenby.

Dear Puffin Cottage Holidays,

Thank you for your response. Unfortunately, your reply, along with your earlier conduct during my stay, has only confirmed that the property is being operated in clear breach of Welsh Building Regulations.

1. Admission of Non-Compliance

You have now twice stated—first in person, and again in writing—that the method of heating control is to run the boiler permanently on “constant” and switch it manually at the boiler panel. That alone is non-compliant. A boiler must be fitted with thermostatic room controls under Approved Document L (Wales), paras 5.20–5.22.

During the first plumber visit, both I and another guest commented on how unbearably hot the flat was. The plumber refused to test the thermostat and insisted that manual switch on the boiler front was “by design”, the mode of control. I subsequently discovered the boiler switch was defective, recorded a video, and had to physically stop him leaving to show him. Only then did he begrudgingly acknowledge the fault.

2. Lack of Proper Controls (TRVs & Thermostat)
• I checked the hallway and living/kitchen radiators — there were no TRVs fitted. You claim they were in the bedrooms, but that does not satisfy compliance.
• As per regulation, a central thermostat and appropriate TRVs/zone controls are mandatory. This system has never been correctly commissioned (The cable connected to the thermostat does not exist at the boiler eg it has never been connected to this boiler in this location, and is a remnant from the old boiler).

3. Wider Building Safety Concerns

The boiler cabinet shows breaches in plasterboard lining, which, given the building’s height, raises serious fire safety issues under current building safety regulations (BSR).

4. Regulatory Action

I have now taken screenshots of your written reply and submitted these, along with supporting photos and video, in a formal report to Pembrokeshire County Council Building Control. The evidence demonstrates that the boiler installation is unlawful, unsafe, and has never been compliant.

Required Action

I strongly recommend that you:
• Cease letting the apartment until the boiler is brought into full compliance.
• Instruct a qualified Gas Safe engineer to recommission the system with correct thermostatic controls and TRVs throughout, providing a valid certificate.
• Rectify the plasterboard/fire safety defects as a matter of urgency.

Continuing to let this property in its current state exposes you to regulatory enforcement, liability, and potential action from Trading Standards.

⸻

Very poor customer service - little or no care - condescending and patronising.

From booking to departure, a really poor attitude.

Property had some issues with the central heating, which were evident and clear, but they tried fobbing us off on a few occasions. Even trying to tell us that there wasn't a defect and that the heating was meant to be controlled by the on/off switch on the boiler itself. The boiler has a wall mounted thermostat in the hall that was not controlling the boiler, evidentially because it wasnt connected. instead of just fitting a wireless stat, they told us it was fine and normal to open the boiler cover and turn the boiler on and off. This also meant that while anyone was showering, the radiators were on, and on some days it was unbearable in the living areas.

Fab, straight forward and no issues. Would definitely use again.

Just returned from a weeks holiday at Valley Retreat, Saundersfoot and we had a great time. The property is in a lovely and convenient location and is equipped with everything you need for a comfortable and relaxing stay.
I would not hesitate to recommend this property. I will hopefully make a return visit in the future.

The apartment was beautiful and surpassed our expectations even from the detailed spec. The office were extremely helpful, polite and friendly. I will be looking at other properties for future holidays. Have all ready recommended to several friends.

Comfortable furnishings and linens, clean spaces, quiet and convenient location to city centre, restaurants, pubs and beaches, great communication and instructions from host.

Beautiful House, clean, tidy and all the facilities required. Ideal location for all local attractions.