[Simon Kelemen]

Dear Member

As you know we have written to Away’s senior management about the issues of poor Trip Advisor reviews.

We have had a positive response today saying that when back from annual leave, the matter will be given urgent attention and it will be given immediate action tomorrow. In addition senior management asked for a summary of the most pressing issues which I have sent back as follows:

Window cleaning – lack of frequency and not in line with the lease – examples of long standing windows not being cleaned
Security – the lack of security – especially between 5-7pm – with nobody available and no proactivity with patrols especially in the daytime – and no visible branded van
Site rules – no implementation of site rules especially parking, emptying bins, enforcement of ev chargers being blocked etc – linked to lack of proactive approach by security
Weeding / grounds – this is much better than last year but items owners want addressing is weed control needs actioning now and concerns that bush and hedge cutting has started in the nesting season
Meadows road – we are awaiting an eta for the reinstatement of this
Swimming pool – replacement of floor to poolside and heat exchanger – waiting on a date for closure / install
Owners events – programme and lack of comms from Away
TV system – still problematic in parts when bad weather
Leisure Centre – use by “outside” parties – owners understand that in the winter that outside usage tops up the income however in the summer and over the bank holiday last weekend owners and guests of owners were being turned away from the pool because “paying outside guests” had already been in – there is a feeling that next door Primrose Valley don’t allow Bay guests to use their pub and pools – and as under the Bay model we as owners pay for the pool we should be able to use it and not be lower in priority than paying public

This is a really positive response and we will advise of the responses from head office as soon as we get them.

Anthony