Away Resorts Senior Management Responses

Dear Member

As you are aware, we raised several serious / important issues with Away Senior Management Team – their response that we have had is in full below:

Good afternoon,

Thank you for the emails sent highlighting some concerns relating to standards at The Bay Filey, your patience whilst I collated some information is appreciated.

We have recruited a new Accommodation Manager who has a wealth of experience in this field, along with the arrival of our New Guest Experience Manager who has experience in accommodation management. Introductions will be posted on to The Bay Filey Third Place Social page shortly.

I will respond in no particular order but hope to cover all areas of concerns.

• Standards of letting units:
  • All hire fleet accommodation has been reviewed, with some being painted and decorated with the replacement of new furnishings and beds.
  • Private owners who sublet through AWR are being contacted following re-inspection of their units.
  • The window cleaning visits The Bay on a monthly basis, however, did not attend in February due to the inclement weather.
  • The properties with rendering will be either cleaned or painted following a test on a fleet unit.

• Security/Emergency contacts:
  • As per the Site licence, SIA badged security is not required and therefore the resort is covered by night wardens.
  • These wardens work between the hours of 7.pm – 6.am.
  • The hours between Guest Services closing and the Wardens arriving is covering by the various other departments who are operational, including the team in the John Paul Jones and the Leisure Centre.
  • The hours between 6.am – 9.am, cover is being addressed.

• Venue:
  • The prices within the venue are in-line with our competitors. As owners’ various discounts are being made available throughout the season.
  • Pool table – the arcade is operated by a 3^rd party but a request to re-cover the table has been made. We hope this will be completed when they next visit.

• Swimming Pool & Leisure area:
  • Refurbishment of Ladies changing room & showers has been completed.
  • The air-handling unit will be completed after the Whitsun break, with the floor being a winter project.
  • The bather numbers over the Easter period were low with those with Gym memberships using either early morning or later in the day.
  • The pool opening hours are governed by the team that we have employed as there are strict rules around time spent on pool side and the number required. The Bay Filey is located in an area with many holiday parks all pulling team from the same areas.
  • The accessibility of booking through the Leisure Centre is being reviewed with our IT department to see if a separate line can be provided

• Group bookings:
  • The football group due in May are providing their own security with the resort also providing an additional night Warden.

• The Meadows Road:
  • This has been signed off, but we are awaiting for the additional base to be built for the lodge delivered last year. A meeting is due to be held early next week to discuss the schedule. The dates will be shared once we have the details.
  • Gate will be repaired once the road has been competed to ensure that we do not have issues with the levels
  • French drains to be installed to help with the drainage in this area.
  • Signage & stickers have been requested to ask visiting guests not to park on the grass areas.

• Roofs with water ingress:
  • Work has commenced on these roofs. Please check with Guest Services to ensure your property is included if you have an issue.
• Sleepers:
• This has been raised with our Health & Safety Department.

We are currently recruiting for a replacement General Manager but in the meantime Stacey is available for any concerns you may have

Best wishes

Anthony