[Simon Kelemen]

Dear Member

You will recall that earlier this month we wrote to Colin (and his Line Manager) about the trip advisor reviews – which get worse…… Please see Trip Advisor and search “The Bay Filey” to see what we mean.

Earlier today the committee sent this note to Colin’s Line Manager and copied Stacey (interim GM) to the email.

Please find attached a document (this was a large document of all the bad TA reviews sent to Colin) sent to Colin and yourself on the 8th March. We sent this because members were concerned about the flippancy that Colin showed in the last meeting when approached about these reviews – we were told this wasn’t anything to do with owners and members and that Away will deal with this. As owners, we have invested millions of pounds and whether the owners don’t let out, do let out privately or let out through yourselves the negative reviews are detrimental to us all and The Bay Holiday Village.

The FBOA Committee would appreciate an update to this specifically as follows:

1. Would it be possible to have a communication from the Head of Standards outlining the approach to rectifying these issues – we would like this email to act / serve as a formal complaint / notification to the Head of Standards and we would appreciate a response.
2. We accept that you conduct your own internal reviews for feedback from guests but these are public reviews and they appear to concern Bay owned or managed properties for which you have an element of control
3. We would ask that these properties (the ones generating the terrible reviews) are not let out until any remedial work is complete – we raised this with both David Eccles and with Colin and have had mixed responses. A few years ago we were told the properties won’t be let out until up to standard but this seems to not be the case and the reviews are getting worse. We were also told that a full audit of all properties was taking place and again any that were below standard would not be let out.
4. I sent the “worse one yet” the other day in an email – can you add this to the list / compilation and respond accordingly.
5. We have also raised with Colin the validity of “fake” reviews namely one in November 2023 which has IDENTICAL wording to one in March 24

We will circulate a response when received

Best wishes

Anthony