Puffincottageholidays Anmeldelser 

EDIT AFTER REPLY:

Property - Mansion House, Tenby.

Dear Puffin Cottage Holidays,

Thank you for your response. Unfortunately, your reply, along with your earlier conduct during my stay, has only confirmed that the property is being operated in clear breach of Welsh Building Regulations.

1. Admission of Non-Compliance

You have now twice stated—first in person, and again in writing—that the method of heating control is to run the boiler permanently on “constant” and switch it manually at the boiler panel. That alone is non-compliant. A boiler must be fitted with thermostatic room controls under Approved Document L (Wales), paras 5.20–5.22.

During the first plumber visit, both I and another guest commented on how unbearably hot the flat was. The plumber refused to test the thermostat and insisted that manual switch on the boiler front was “by design”, the mode of control. I subsequently discovered the boiler switch was defective, recorded a video, and had to physically stop him leaving to show him. Only then did he begrudgingly acknowledge the fault.

2. Lack of Proper Controls (TRVs & Thermostat)
• I checked the hallway and living/kitchen radiators — there were no TRVs fitted. You claim they were in the bedrooms, but that does not satisfy compliance.
• As per regulation, a central thermostat and appropriate TRVs/zone controls are mandatory. This system has never been correctly commissioned (The cable connected to the thermostat does not exist at the boiler eg it has never been connected to this boiler in this location, and is a remnant from the old boiler).

3. Wider Building Safety Concerns

The boiler cabinet shows breaches in plasterboard lining, which, given the building’s height, raises serious fire safety issues under current building safety regulations (BSR).

4. Regulatory Action

I have now taken screenshots of your written reply and submitted these, along with supporting photos and video, in a formal report to Pembrokeshire County Council Building Control. The evidence demonstrates that the boiler installation is unlawful, unsafe, and has never been compliant.

Required Action

I strongly recommend that you:
• Cease letting the apartment until the boiler is brought into full compliance.
• Instruct a qualified Gas Safe engineer to recommission the system with correct thermostatic controls and TRVs throughout, providing a valid certificate.
• Rectify the plasterboard/fire safety defects as a matter of urgency.

Continuing to let this property in its current state exposes you to regulatory enforcement, liability, and potential action from Trading Standards.

⸻

Very poor customer service - little or no care - condescending and patronising.

From booking to departure, a really poor attitude.

Property had some issues with the central heating, which were evident and clear, but they tried fobbing us off on a few occasions. Even trying to tell us that there wasn't a defect and that the heating was meant to be controlled by the on/off switch on the boiler itself. The boiler has a wall mounted thermostat in the hall that was not controlling the boiler, evidentially because it wasnt connected. instead of just fitting a wireless stat, they told us it was fine and normal to open the boiler cover and turn the boiler on and off. This also meant that while anyone was showering, the radiators were on, and on some days it was unbearable in the living areas.

Fab, straight forward and no issues. Would definitely use again.

Just returned from a weeks holiday at Valley Retreat, Saundersfoot and we had a great time. The property is in a lovely and convenient location and is equipped with everything you need for a comfortable and relaxing stay.
I would not hesitate to recommend this property. I will hopefully make a return visit in the future.

The apartment was beautiful and surpassed our expectations even from the detailed spec. The office were extremely helpful, polite and friendly. I will be looking at other properties for future holidays. Have all ready recommended to several friends.

Comfortable furnishings and linens, clean spaces, quiet and convenient location to city centre, restaurants, pubs and beaches, great communication and instructions from host.

Beautiful House, clean, tidy and all the facilities required. Ideal location for all local attractions.

We stayed at Amber cottage in Saundersfoot for a week. In the photos and on arrival the property looks amazing and is in a great location.

I'll get straight to the point. The main issue we had and one which Puffin had acknowledged by putting a sign up, was the state of the rear decking at the property. There was a sign stating that it is slightly bowing but structurally safe and will be replaced in September.
However, the decking is more than slightly bowing, it's moves quite a lot underfoot when stood on and creates numerous trip hazards. We mnaged to go most of the week without any major issues but unfortunately within the last few days one of our group tripped on one of the more bowed sections and received quite a nasty toe injury which caused a fair bit of swelling, bruising and pain to which I suspect is a fractured toe (TBC).

As the section of bowed decking is exactly where persons exit and enter the rear of the property, this significantly increases the liklihood of an accident and/or injury. I find the fact puffin were willing to accept this risk and not repair the decking immediately is totally unacceptable. The decking should have been replaced prior to letting property, or at minimum a temporary repair carried out to make the flooring safe for public use.

Also some other ares of the cottage looked a bit tatty amd in need of repair/replacing such as some of the internal doors, kitchen skirting, cement joints (or lack of) between the patio slabs, some dipping flooring under carpeted areas.

Oh and hot tap water gets extremely hot very quickly which my son sadly found out. Not sure if this could be adjusted somehow.

Sort these things out and it will definitely be a 5 star property, just needs a bit more focus and attention.

Stayed at Windermere in Tenby for a Triathlon event. Beautiful property with fantastic views in a really central location.
Property was spotlessly clean with all the home comforts we needed. Really well thought out kitchen, with all utensils.
Very easy to book with Puffin, straightforward, prompt communication. No issues whatsoever. Will be sure to use again.

booked Sea View Apartment in Saundersfoot. perfect accommodation, fully equipped and stunning views. Beds were super comfy! Great customer service. Couldn't open bedroom window, thought was locked, but someone came straight out and sorted for me. Turns out just needed stronger push. Also managed to lock ourselves out one evening but again someone came straight out with key to let us in. Friendly and didn't make me feel like a nuisance. This is my third time booking with Puffin and will continue to use them. Love Saundersfoot!

Priory Cottage was superbly located, an easy walk to Saundersfoot centre and the beaches, remember only the north beach, accessed off The Strand is dog friendly in the Summer months.

The driveway had ample space for two cars, two bathrooms and a downstairs loo were a lovely feature for a two bedroomed cottage, made holidaying with relations that much easier!!

A lovely welcome pack awaited us.

If we had a minor gripe it was that the porcelain in the kitchen/dining area had seen better days and there were not four matching wine glasses.

We were blessed with good weather and there is plenty to do in the area, we hope to return.

Loved our holiday at Freshwater East, incredible location. Well looked after flat and great tips for what to do in and around Pembrokeshire. All the communication was clear and easy to follow. Andy at Puffin Cottage holidays especially was so helpful when we had an issue, and was just a joy to holiday there. Will definitely be returning at somepoint!

Looks like my previous review has been taken off. I would not book with Puffin Cottage Holidays as the customer service is zero

We stayed at the Seaview Apartment in Saundersfoot. It is directly above the Old Chemist Inn. We have stayed in this block for the past three years but our first in this apartment. We have always booked with Puffin Cottage Holidays. Their customer service is brilliant. When there is live entertainment on in the pub, it can be quite noisy but this didn't bother us. The apartment was spotless and there was a bottle of wine, milk, Welsh cakes, tea and coffee to greet us. We will definitely be booking for next year. One suggestion is the addition of an air fryer which would make the kitchen complete.

Superb accommodation, well laid out with all modern furnishings.
Well stocked with utensils, nice touch with wine, milk, biscuits etc on arrival.
Good communication when booking and confirmation of site location and security.

Great place in a great location. Amazing views

Excellent experience booking with Puffincottageholidays, very easy website and payment process. This was our second stay at The Strand in Saundersfoot, and there was plenty of room for six adults and two dogs. The cottage has direct access to the beach from the patio, and is very well equipped with everything we needed. We have booked another cottage in the same street for next November.

We thoroughly enjoyed our 5th stay with Puffin Cottage holidays. Whilst travelling to the holiday cottage, I received a welcomed call confirming our arrangements and to also let us know there was someone around in the office if needed. The accommodation was very clean and some basic amenities provided, which was a nice touch. We experienced no issues during our stay and we have no hesitation in booking again with Puffin Cottage Holidays.

It was our fourth stay at Penally Grange in October for a week and it was another wonderful experience, it is now our go to place and are planning another couple of visits in 2025.
It’s walking distance into Tenby via the beach, or by Tenby Golf Club.

We were recommended this accommodation and we weren't disappointed.
We are a group of friends and we had a fabulous stay.
Facilities are amazing . The cottage is set up the hill from the beach and town but it was not a problem to walk . Some may find it a bit of a challenge.
Great communication and check in.
Place was spotless with amazing views over the town and beach.
The decking outside the main patio doors is in slight need of attention but this did not cause any problems
We would definitely return

We stayed in a lovely clean bright apartment 5 minutes walk from the town and beach. Lovely restaurant and bars. Great location to travel out to see other places too. So much the kids to do. Will definitely be returning for an stay