Cornish Gems Avis 260

This is the first time we have booked through Cornish Gems and we were really pleased with our stay at “The Wolery”.
A beautiful cottage in a quiet and peaceful location surrounded by fields and woodland. It was clean, well equipped and attention to detail was excellent. On arrival we were greeted with fresh flowers and treats including a home baked cake which was a nice touch. Unfortunately due to the weather we were unable to use the Dutch hot tub, which was a shame.
We will definitely return at some point in the future.

Amazing house. Very modern.
Exceptionally clean and furnished.
Everything you could need has been thought of.
If you wished to cook rather than eat out everything was to hand. Amazing views.

This is the first time booking with Cornish Gems, and can honestly say they are outstanding. Samantha rang us on the day of arrival and again a couple of days later to check everything was ok, which we thought was lovely, she was very friendly and helpful. The welcome pack, of which we had a choice, was amazing. The apartment itself is awesome, so well stocked and to a high quality, if all Cornish Gems properties are like this, you won’t be disappointed. Thank you Cornish Gems and Samantha, we had a fantastic time.

We have stayed at Cornish Gems properties 3 times in the past year and on each occasion we have had a wonderful vacation.
The houses have been as advertised, immaculate and exceeded our expectations.

Extremely good communication from Cornish Gems from start to finish. We would not hesitate to recommend to family & friends & look forward to booking with them again.

Customer Service appalling. Booking was easy and straightforward but everything else was unsatisfactory. I could not log into my account despite changing the password several times. Phone calls to customer services were unanswered, call back requests did not happen. Eventually I was given an emergency log in which worked but the next time I tried to log in the same thing happened. I eventually got through by calling reservations (who always answer) and asking to be transferred to customer service. I then had to ask them to email the information I was trying to access on my account. I was told I would be sent the door code to enter the property as soon as it was cleaned. I finally got the code at 5.45 although the neighbours told me it had been cleaned by midday. There was an issue with the toaster which tripped the fuses, I reported this but then had difficulty getting my deposit back as I was told there was water under the toaster which caused the problem! (No I did not water the toaster, the problem was there on day of arrival) several more emails before my deposit was finally returned.
Don’t use this company, it involved me in a lot of stress and effort although the property itself was nice enough it was not worth the effort and having to put up with the inefficiency of the company.

My wife and I were looking for a high quality boutique dog friendly cottage for two in a quiet location within easy walking distance into Padstow.
The Cornish Gems website was easy to use and we were able to quickly identify a super cottage that fulfilled all our requirements. Booking online was simple and efficient and the supporting information provided was invaluable.
The team at Cornish Gems was friendly and professional and always appeared to be available if and when required.
Overall, a great experience.

We arrived at Sea Song, in the new The Liner, development in Falmouth on Friday last 17th September. This is an apartment in a new and very impressive looking building; so new that building works are still being carried out. We booked this apartment through Cornish Gems, and paid £2,000 for this week. This seemed high for a 2 bedded flat, but we expected something very special, as we have previously rented some excellent 3 bedded properties in a gated community in the town at 1/2 that amount at this time of year. When we entered the flat, our first thought was "Yes, it's very attractive, although small" ; our second thought was "Wow, it's like a sauna in here. How do we turn the heating off" Imagine our surprise when we realised the heating was not on, and the temperature as shown on the individual room thermostats varied from 27.5 in the living room to 28.5 in the master bedroom. There are no windows, only doors to the large balcony from all 3 rooms. We opened those doors fully, but this had no effect on the temperature. We spent the entire evening outside on the balcony, as this was the only part of the flat where the heat was bearable! The heat did not diminish to any marked extent during the night. I woke at 4am wheezing as I tried to breathe, and with a very sore throat. The bedroom temperature was over 25 degrees. I opened the door to the balcony and stood outside breathing in fresh air,and then left the balcony door open all night. The room temperature at 8am was still over 25.In conversation with the "out of hours" representative of Cornish Gems, and also with the lady who manages the flat, we discovered that the apartments in "The Liner" are known to be very hot, and owners provide fans. The only fan provided in Sea Song was one small round fan, which was totally ineffective at reducing the oppressive heat. At the very least, "tower" type fans should be provided for each room. All that was suggested was that we should leave "windows" open (there are none, only doors) , and we had those doors open since 4am.
We found the whole experience deeply unpleasant, and returned home after that one night, thus forfeiting our entire holiday week's holiday and the £2,000 we had paid. So, be aware. Do not book to stay at Sea Song, unless you are happy to spend your time in the property with temperatures of 28 degrees. We were not!

Customer services are dispicable, claiming to have ‘no complaints policy’ explaining ‘you can write in but nothing else will happen’ & refusing to let us speak with owners of Arcus 3 at Ives (who according to cleaners are lovely and would help us if they knew) disgusting attitude. Don’t book with them and don’t let them act as your agent. Private parking / broken post didn’t lock, flicked up damaged car was told “you knew it was broken you should of driven with more care” just plain insulting Jim you have robbed us

Following my review of Lantic Barn as below, I was amazed at the response from Cornish Gems Cutomer Service Manager, stating that they can do no more following our complaints as the property is not managed by them, but that it has now been prioritised for property standards checks to take place to ensure that they and their guests expectations are met in the future.
This property is advertised by Cornish Gems as one of their portfolio of "Luxury Large Houses" with "the highest quality, cleanliness and safety standards". Their properties are advertised to "exceed safety standards so you can rest and relax easy".All of the properties also have "exacting standards and quality at the highest level" and that it is important to Cornish Gems "that the holiday home is sparkling clean and reassuringly safe."
Lantic Barn boasts that visitors will enjoy a "holiday highlife."
Surely, if Cornish Gems is advertising all properties on their portfolio with these glowing terms, all properties on their portfolio should be regularly checked that they meet them?
If you do book with Cornish Gems in the future - which we won't be again, or recommending them to others - ensure you check if they actually manage the property.
If they don't, they will not deal with any complaints!!

Customer services is obviously well trained by the Company's 2 Managing Directors. I sent a recorded delivery letter outlining our poor experiences both with the property and Customer services team. What a surprise - we didn't even receive an acknowledgement to my letter, let alone any offer to resolve our very disappointing holiday at Lantic Barn

We had an appalling stay with Cornish Gems. Having spent over £5,000 for a week in a property we expected the good things that were advertised. We couldn't check in until 6pm (''due to Covid-19'') and when we did the property was filthy (dirty dishes in the cupboard, dirty shower, a dishwasher that was so dirty the smell emanated throughout the downstairs when the door was opened). There were no tea towels or oven gloves, part of the cooker was broken, the coffee machine had died, a shower and two toilets did not work.

It took multiple attempts to contact Cornish Gems to try and resolve this. No-one responded to calls or emails initially. They then sent out a maintenance person who said the toilet needed replacing and there was not much he could do. He 'reported back' on the other items but again, nothing was done.

Eventually spoke to someone in customer services who replaced the coffee machine (with a cheap version) - at this point we had only 2 days left of the holiday. He instructed us to 'give the toilet a good yank' and claimed 'appliances do break'. Incidentally, yanking the toilet did not work and if the shower was turned on the drains smell that came from the toilet and shower was appalling. Despite giving it a 'good yank' it still didn't flush.

Cornish Gems still totally unresponsive. Since we checked out I have had no reply to 5 emails. I have communicated with the online chat person who told me customer services would call me. I'm still waiting. it's now 12 days since we left.

Cornish Gems are horribly expensive and utter rubbish. Totally complacent with the current influx of people holidaying in the UK. Use them at your peril.

On paper The Lantic Barn should have been the dream holiday home for a party of 10. Our check in was put back until 6pm to allow for a deep (Covid-compliant) clean. We arrived at 3pm as we had driven from London in the hope it was ready. We were told that the cleaners were still there but they weren’t. The beds were made but my mother in law had to clean the kitchen sides and there was still sand throughout. So much for a Covid compliant clean.
We then all went to claim our rooms, of all the rooms advertised as king size, only one was in fact so.
Following this disappointment we felt there was no real hardship so we just unpacked and started our relaxing break.
So we headed to the pool for a dip, the spiders and caterpillars had beaten us to it, which was strange given that we were advised it had been cleaned and treated that day. Given the state of the filter and the fact we have our pool at home cleaned twice weekly I would argue this hadn’t been seen to for several days.
But we cleaned the pool and enjoyed the home for what it was for the week.
Unfortunately by day 5 the pool was unusable as it was more akin to the Everglades than a pool in Cornwall.
We did raise this but Cornish Gems did not come back to us until we were on the way home.
This really could have been the most perfect home for the week had the owners and Cornish Gems had the courtesy to supply a clean and correctly advertised property which you would think a £5k+ per week property warranted.
Since being home 5 of the party have bacterial ear nose or throat infections. Very coincidental you may think.
Upon return Cornish Gems have buried their heads in the sand and been horrifically ignorant regarding our complaint.
Very disappointing in all honesty.

Outstanding properties and awesome professional service- absolutely second to none

Had great holiday only issue was no welcome pack on arrival as ordered no response on this either , usually we receive one with Cornish gems oh well :( spent a lot of money on a place in mevagissy for a week pool was dirty had to call chase this was sorted day or so later which was ok.

I used Cornish Gems to find and book a property for holiday in Crantock. I wasn't disappointed! I found the perfect property for the family holiday right in the heart of the village and it was absolutely beautiful. The website was easy to use and book through, we was given the choice of a welcome pack worth £40 too! We chose a food basket which came from local sources and was great. I'd definitely use Cornish Gems again and have already recommended to a friend who has booked through them. Extremely helpful, friendly and professional company that has properties of a very high standard.

Kerensa was in a perfect location for our fabulous holiday. The beach is a lovely walk away, roughly 20 mins. The train station is less than 10 minutes away and takes you to xarbis Bay and St Ives so brilliant for not having to worry about parking the car. We had a fantastic time, Cornish Gems thought of everything!

LITTLE TREVONE, TREVONE BAY, CORNWALL
We have just spent two weeks in Little Trevone and found the accommodation ideal for our needs plus excellent and efficient customer service. Although very compact, Little Trevone was perfectly fitted out to a high standard. The welcome gift was a great enjoyable bonus. We certainly hope to return.

We stayed in Mill Cottage Mullion for a week in July'21 which cost £3000 for the week. Beautiful location generally but no sea view as advertised. The first issue was that, there were 6 of us yet we only received towels for 4. We notified Cornish Gems but did not receive the remaining towels until 24 hours after we had arrived, which is completely unacceptable. We had not been able to enter the property until 6pm due to "extra cleaning of high traffic areas due to COVID", so we were very disappointed to find the property was not up to Cornish Gems usual standards regarding cleanliness. The fridge was dirty, poppy seeds clearly visible on the shelf. The kitchen cupboard doors had what looked like splattered meat juice in them and had clearly not been wiped - this was very obvious. The chopping board on the kitchen island had lots and lots of crumbs and poppy seeds underneath so no cleaning had been done here. The bedside cabinet had a plastic lid on it so had not been wiped. The main bathroom was unusable as the shower had no pressure and the bath plug was broken. We all had to share one power shower in a very small windowless bathroom for the entire week. The list went on. Clearly the property had not been cleaned properly and certainly not to the standard you would expect in this type of property rental.
On the evening of day 2 we discovered there was no BBQ as advertised. We had already bought all the BBQ food so were extremely disappointed and frustrated to not be able to find it! We then decided to cook inside instead but sadly the property is not kitted out for 6, despite it being a 6 person rental. We found only a couple of small pans, one of which had a broken and unusable lid. There were also insufficient drinking glasses for 6 people. This lack of utensils just makes things frustratingly difficult which you don't need when you are on holiday.
As we had been on the phone several times to Cornish Gems already regarding the lack of towels, dirty cupboards and broken clock, we decided not to waste any more of our precious holiday time complaining on the telephone. We simply wanted to enjoy our one week away together. However, we did telephone them as soon as we returned home and went through the issues we had experienced. The representative agreed that things did not appear to be up to Cornish Gems usual standards and said he would speak to the owners in the first instance. He phoned us back the next day and offered £100 off our next booking but only at the SAME cottage. We have not heard from them since.
We have booked with Cornish Gems a number of times and have not been disappointed until this year. We had wanted to stay in this particular property for a while so were so pleased when we managed to secure a booking but bitterly disappointed with the lack of cleanliness and general upkeep of the property. It seemed quite obvious that the owner or cleaner just did not care. For us, it was our first and only week away in 2 years, which I am sure is the case for many. Surely there should be a little more care and consideration with not only getting these expensive properties ready but also the after sales service, which leaves a lot to be desired. Why should we be forced to go back to the same property to receive compensation for what contractually we have the right to expect (clean house, towels for 6, BBQ etc)?

Cornish Gems have today (Aug 26th) contacted me about the issues we experienced. I am feeling much more confident about retuning to one of their properties following our discussion. It's a shame this conversation could not have been had a month or so ago. The company has provided excellent service over the years so it was such a disappointment to feel that we were being ignored after the problems we experienced this year. Thank you for contacting us Tim. It is a shame we had to wait so long for some contact from Cornish Gems but we appreciate you doing so nevertheless.

Very easy booking process , clear instructions on how to access the property and a beautiful holiday home , everything was perfect.

Clean, smart and upmarket apartments with excellent customer service.