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My Husband booked Puffin21 for my 60th birthday. After a long drive from Essex we arrived and wernot overly impressed. The coffee machine had dirty pods in it, the toaster was full of dirty toast crumbs, the dishwasher was full of dirty dishes, the oven and grill were dirty and not all the lights were working. There were cobwebs which I don't think had ever been touched. I contacted Ami who is in charge and herself and another girl came the following day to try to rectify things. Unfortunately they couldn't do everything. The oven needed a screwdriver to enable it to be cleaned and the couldn't reach the cobwebs. The actulodge needs maintenance. The downstairs curtains are hanging off the rail, some of the rings on the door handles are broken, the downstairs stair gate is broken, the freezer drawers are broken, one of the bedroom lamps doesn't work, the downstairs bathroom blind doesn't work and there is a broken wall light upstairs. When we stripped the bed before we left there is no matress protector or pillow protectors.
Unfortunately the whole lodge could do with a deep clean and maintenance team need to give it a once over before summer season starts.

Queenwood Holidays (Amy)
Marketed as 2 bed luxury stylish lodge!
Sandpipers 32b, Retallack, Cornwall

Actual and very disappointing findings on arrival. Extremely small en-suite shower room off the main bedroom with limiting ceiling height around the basin. Dated fixtures and fittings. Well used kitchen and cookware. Used wood burner grate with remains of previous usage. No immediate supply of wood as advertised within the property. Filthy mop and well used broom only for cleaning. Uncomfortable aging sofa. Property generally tired and requires an update to fulfil the term of luxury. Inappropriate hot tub lid that did not fit properly and no relevant instructions for use of sauna room. On reporting our concerns to Retallack reception we were informed that it was not their responsibility as the lodge is privately owned by Queenwood Holidays and we would need to contact Amy, Queenwood H, directly. However, Amy passes all concerns to her housekeeper, who in turn passes to general staff that have limited knowledge and just do their best. Amy failed to reply to any direct contact from her customers!!
More shockingly, Queenwood H. Operate hidden extra costs by charging a damage deposit on top of the lodge price of £100. On departing we left the lodge cleaner than on our arrival. I have attempted several times to request a refund of my owed damage deposit. Sadly the refund is not automatic and Amy does not respond to requests. Finally on stripping the bedding before leaving I was disgusted at the condition of the stained mattresses and duvets especially during times of Covid. Shame on you Queenwood Holidays! Never again will I use this company.

We returned from a 4 night stay at the Retallack resort last week in the haven 43. The lodge itself is very spacious, the beds and bedding were super comfy and the hot tub was a real highlight. The added features such as welcome hamper, and robes were a nice touch. The resort is lovely we made plenty of use of the indoor swimming pool the kids really enjoyed in there, my partner and friend also had a lot of fun trying out the flow rider surf machine. We did come across a few minor problems during our stay which after contacting Amy she tried her best to rectify the problems for us, and none of these affected our stay. Over all we had a lovely time and other than the fact it was a long journey travelling there and back with a little one we would stay again! Thank you Amy

We had a really disappointing experience with Amy and Queenswood holidays. Booked last minute via Air B&B where a one night stay was advertised. Amy came back to us and said this was an error but she would honour a one night stay at double the price advertised. We were quite keen to stay in Cornwall for a further night so took the offer. When we arrived the interior was clean and fine but the outside area totally neglected with rotten fencing around the lodge that made it unsafe for children. We were offered the lodge next door but this outdoor space was exactly the same with a broken fence making it even more unsafe. Amy said we couldn’t have any of her other lodges unless we paid even more (we were already paying £450 for one night). In the end we stayed in the first lodge and Amy said she would refund £50 as a good will gesture…..I’m still waiting for this days later and expect it will never arrive. Communication was poor and she was not true to her word so would sadly not recommend this company. On the plus side for future guests the decks were being cleaned for future guests so I’m sure they’ll look fine onwards.

What can I say other than Amy thank you! Our 4 Children had an awesome time. Lovely warm house, hot tub steaming and ready for us to enjoy on arrival, and generally a very clean and tranquil environment for us to relax for 3 nights. I’d recommend all day long and we have plans to visit again in August. So convenient for a 20min trip to Newquay or Padstow. Great fun!

We just wanted to say that the lodge was simply fantastic and Retallack resort was perfect - the kids loved the pool. Communication with Amy at Queenwood was faultless. Thoroughly recommend.

Amazing property , loved the swimming pool and Hot tub! Amy's concierge call and attention to detail were amazing! We will be coming back! Throughly recommend Queenwood Holidays for your Cornwall holidays!