Family had a great time, perfect and central location. Clean spacious property and has all the resources needed to facilitate a lovely stay. Would 100 per cent recommend and would stay again!
Company replied
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See what reviewers are saying
We had a great 5 days away. The property we stayed at was clean and cosy, in quiet location and near to the beach. The accomodation had everything needed to make our stay enjoyable. We will definitely... See more
Company replied
A very safe pair of hands for landlords. I have been using Bournecoast for around 4 years and I am super happy with their service. They are fast to respond to both tenant and landlord and always come... See more
Company replied
Professional and helpful agent , the flat was so tidy and fully organized And thank you verymuch Katie and Bournecoast agent for your great support and quick responds for our enquiries . Surly all o... See more
Company replied
Company details
- Real Estate Rental Agency
- Apartment Rental Agency
- Condominium Rental Agency
- Holiday Apartment Rental
- Real Estate Agency
- Vacation Home Rental Agency
Written by the company
Established in 1960 Bournecoast is a family run property agency, who manage, sell and let self catering holiday cottages, homes, flats and residential properties.
Contact info
Southbourne Grove 26, BH6 3RA, Bournemouth, United Kingdom
- bournecoast.co.uk
We hired 5 Ormonde road Branksome Park…
We hired 5 Ormonde road Branksome Park , we were very disappointed with the standard of cleaning, lack of toilet rolls and curtains hanging off the rails in 2 of the rooms.
The master bedroom was big but there was damp black marks on external wall and there was a musty smell in the room the shower was extremely small and had several areas of black mould on tiles and edge of a
Shower base. The carpet was heavily stained in a number of areas and needed to be replaced.
Complaints to agent were not addressed there is no doubt this large detached property is good value but I would not recommend anyone to book with this agent or even consider this property too many areas of concern and sad lack of attention to cleaning.
October 3, 2021
Unprompted review
Reply from Bournecoast Property Agents
Hi Colin, thank you for your review and feedback. We are very sorry that you encountered some issues on your arrival at the property. The Landlord appoints a Changeover Agent to ensure the property is ready for each arriving party of guests but it appears that in this case they did miss some areas of the cleaning and did not re-attach the curtains where they should have done this. However we understand that they did re-attend to rectify these, including to supply the toilet rolls which was an error on the Changeover Agents part.
The property is as advertised, however over a season some further wear can often show, we have always had very good feedback about the property and that based on the location and size it is still very competitively priced to reflect the standard.
We are sorry however that this did not meet your expectations and we fully agree that a property should be clean on arrival. Ideally this would always be the case but on rare occasions things do get missed and it is important that what can be is rectified as soon as possible and we believe this was the case.
We do feel that the issues you made us aware of during your stay were addressed promptly when the Changeover Agents returned to the property to rectify the matters raised. We do hope that you did still manage to have an enjoyable stay in the area and took advantage of the size of this property and everything the local area has to offer.
Kind Regards
Bournecoast Holiday Agents
We have been booking with Bournecoast…
We have been booking with Bournecoast for over 30 years , and all has been fine
We have had the odd problem at the places we have booked , but they have rectified them straight away .
We have found them great
V B
September 4, 2021
Unprompted review
Reply from Bournecoast Property Agents
Hi Veronica, thank you for your review and feedback. As a family run company Customer Service is really important to us so it is wonderful to know that it is working so well. We are pleased to hear all has been fine each time you book with us, thank you for your loyalty and we look forward to hosting you again in the future. Best Regards, the Bournecoast Team.
Booked online
Booked online, no payment taken. Received a call the following day to take payment and confirm booking, very smooth process.
December 16, 2020
Unprompted review
Reply from Bournecoast Property Agents
Dear Mrs Jay, thank you so much for taking the time to review us. It is lovely to receive your positive feedback and we hope we can help you again in the future. Regards, Bournecoast Property Agents.
Cancelled but still charge fees ........
Our holiday booking was cancelled due to coronavirus Government legislation. Unlike other holiday agents who cannot provide accommodation and are giving full refunds Bournecoast are not keen to refund or in our experience offer alternative holiday dates, instead they steer you towards your insurance company. They will tell you at great length how they are a small family business and how much admin they have to do etc etc and charge a hefty cancellation fee and a booking fee (for holiday accommodation that can no longer be booked?!). They are not even adhering to their own terms and conditions which states if they (bournecoast) or the landlord cancels for whatever reason all monies paid will returned. Not meeting the CMA’s expectations either.
We did receive a partial refund and after some haggling they reduced the cancellation fee by 50% but we were still left out of pocket through no fault of our own.
June 25, 2020
Unprompted review
Reply from Bournecoast Property Agents
Hi Penny, thank you for taking the time to review our company. It is very hard for us and the team to receive your 2 star review and read your feedback, especially during such difficult circumstances. Whilst we appreciate your feedback we do feel that our small cancellation charge was fair, was charged to cover our direct losses and is in proportion to what we are losing/paying our staff to deal with the cancellation of your holiday contract. We understand that genuine circumstances have caused you to cancel your holiday, equally, please understand that the current situation has resulted in an unprecedented number of cancellations for our company and we were not receiving any advance reservations for the upcoming season. We therefore had to keep staff on purely to deal with the cancellations and refunds for visitors and what you were in effect asking us to do was request for those members of the team to do this work for free. This is unsustainable for any company and, whilst of course considering the needs of our clients and keeping the small administration charge to a minimum, we must also protect our staff and their families to ensure we are able to keep them employed with us. That said, as a family run company since 1960, we have no intention to leave our clients unhappy so as a gesture of goodwill, we offered you a refund of 50% of the small cancellation charge which you accepted. We believed this was a fair and amicable way to resolve the matter, it is a shame that you still felt the need to leave such a low online review during such challenging times for us all. Thank you again for taking the time to leave your review, as all feedback is valuable to us, it is unfortunate that our efforts to help you on this occasion fell short of your expectations. Kind Regards, Bournecoast Property Agents.
Don't use bournecoast holiday agents
We used to stay in bournecoast holiday properties for a number of years. However in recent years there properties have become tired, dated and dirty. The properties are overpriced for what they actually are. When we complained to staff in the Bournemouth office we were not listened to and I was told by one of the managers that she didn't care about my disabled son, as the accomodation affected my son. I could not believe how I was spoken to. We now do not use Bournecoast any more. Do not use bournecoast unless you want an awful holiday.
August 26, 2019
Unprompted review
Reply from Bournecoast Property Agents
Dear Mrs Chapman, thank you for taking the time to review us. Obviously we are very disappointed with your review and have investigated this further. From our records we can see that you did apply to book accommodation with us this year, however the owners of our accommodation did, in fact, refuse your request to stay due to a number of incidents which occurred with you and your family whilst staying in local accommodation in the past. This is contrary to your review whereby you have given the impression that you have chosen not to use our services. We are therefore really surprised to see in your review that you stated that you would not use Bournecoast again, yet you made an attempt this year to book accommodation. Whilst we thank you for your business in the past, we do feel it is only fair to record, for us and the benefit of other accommodation providers, that the owners of the accommodation we provide have asked us to note that they would not accept bookings from you this year or in the future.
We do dispute your record of how you were treated and as a family run company since 1960 have an exceptionally good reputation in relation to the accommodation we provide and the customer service we offer. This can be seen by the hundreds of reviews we have about us and our properties on other websites. It is a shame you felt the need to try and damage our reputation in the way you have done on this review site, which appears to be as an act of revenge following the owners request to reject your attempt to book their accommodation again.
Very bad service never use them
We used bournecoast in August 2017. We stayed at 75a Southwick Road. Whist here we found damp in the main bedroom all over the curtains which was disgusting. We had our 7 month old son with us and my partners parents. We had to put our son in another room as the damp was so bad. We complained to the company who said they would sort out. They came round and measured up but still left the curtains there. By the time we had left we still had no new curtains and still had the damp in the bedroom and bathroom. The owner of the property showed no understanding and has offered us no partial refund for our stay. We were offered 20% off next year but we have already booked our holiday. When asked for a partial refund we were refused which is disgusting service and really highlights the company and the owner as very unprofessional after they disrupted our holiday. We spoke to Christian and Simon at the office in Bournemouth and still no refund for there bad service. Please do not use this company as there regard for customers is disgusting.
October 11, 2017
Unprompted review
Reply from Bournecoast Property Agents
We are very sorry to hear you were disappointed with the property and the service you received, as a third generation family run business customer service is extremely important to us. It is very hard for us to hear feedback like this, and is not the usual response we receive, however this kind of feedback is invaluable in helping us to continuously improve our services on an ongoing basis.
On this occasion we can only reiterate what our General Manager, Simon, said in his response to you on the 15th September in that whilst we make every effort to resolve a situation between a property owner and a visitor, in the event the two parties aren’t able to reach an amicable settlement the value that we can add as the booking agent is very limited.
We have made your holiday property owner aware of your concerns and they have responded accordingly which resulted in a gesture of goodwill on your next holiday booking. Clearly we will always be happy to forward any subsequent communication regarding this matter and only hope, rather than expect, we receive a different response more in line with your expectations in the future.
If you would like us to approach the landlord again on your behalf please do not hesitate to contact us.
Regards
Anita Smith
Director
Bournecoast Ltd
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