“When we arrived we could not gain access to the property because there was a fault with the front door.”
We telephoned your office and spoke to two people who sounded uninterested and the second one was rather sarcastic. He or she did act on the problem and a locksmith was sent out, but we expected a much better and more empathetic response to what was a stressful situation. It was difficult to get through to speak to a person as well - on all the occasions we rang.
We were offered no apology at any stage and felt we were being inconvenient. In fact we sorted the problem out ourselves, as a resident was able to access the caretaker's cupboard of spare keys and let us in (prior to the locksmith being called). After we had gained access, we did try to get through to inform you, but we had hold for a long time and gave up. The locksmith's solution was a stop gap, but held for the week.
On another occasion, before we arrived at the property, we rung the office to request a late check out on our final day. A message was left on my phone and, again, the tone of the person who left the message sounded sarcastic. I ignored this at the time, but when it happened again later I remembered it, so I am mentioning it now. I'm not sure 'Helpful' Holidays really lived up to its name this time.
Thank you for taking the time to fill in our feedback request. We are so sorry to hear of the trouble that you had getting access into the property. We understand your distress and can only apologise for any inconvenience that may have been caused. We are happy that the problem was solved very quickly and the rest of your holiday was not ruined. Property Owner