Roker Seafront Apartments, spectacular sea views

Hi Jennifer Thank you for the positive comments you have made. I am so glad you enjoyed our decor, cleanliness, comfortable beds and also our 'fantastic' location. I'm sorry the weather was so dramatic during your stay. We do get some wonderful weather, often at unexpected times of year, and our beach is second to none for walks and traditional seaside activities. In bad weather we often get storm chasers and keen photographers, who love to see the waves lashing high over the lighthouse. These amazing seas can be viewed from the windows of our flats, in the comfort of their living rooms. I'm sorry there were two repair issues during your stay. Thank you for pointing out our prompt response to these. The shower has had a new thermostatic bar fixed and is now back to normal functionality. We have now discovered that the bay window roof leak was due to some cracks appearing in the outside render above the roof, which allowed water ingress in driving rain. These have been sealed and there has been no sign of water reappearing - even during a subsequent violent downpour. To reassure future guests, please can I point to our overall five star/10/10 review status on this and other sites. With the best will in the world, all properties will have the occasional repair issue. What matters is the owner's response to these. We feel we are always worth 10/10 for this service. We have been renting these two apartments for approximately 3 years now, and repair requirements have been rare occurrences. Regards Karen

First of all, I’m so sorry your holiday experience was not a happy one. As you say, almost all our previous reviewers have left glowing reviews. I do wish you had contacted us on arrival as we would have responded to your concerns immediately. Looking at the points you have made then. I’m so sorry about the orange juice. I have highlighted this oversight to our cleaning team as well as asking them to check all crockery, cutlery, pans and glassware. We hadn’t noticed the missing bulb in the downstairs hallway which must have been removed by a previous guest. I’ve asked for this to be replaced at once. However, even without it I can’t agree that the area is ‘incredibly dark’. The lighting in the living area is controlled by three wall switches. From what you say, it seems likely that one of them was not switched on – which can give the impression that some of the wall light bulbs are out. If you had contacted us, we could have helped you locate the correct switches. The ladder and bucket etc in the boiler cupboard are facilities which are there for guests to use, so I can't agree that those are a negative. Due to the windows of the flat facing directly on to the sea, they do sometimes become coated in sand in between our regular window cleans, particularly if we have high winds/storms. We charge only a small contribution towards your final clean which we feel is a very fair price and much less than other similar apartments. To clean the flat actually costs us around 3 times what we charge, depending on the number of guests. Coles Coffee is currently advertising opening hours between 9 and 3, (closed Sunday and Monday). Many places have very different opening hours to normal at the moment, due to the virus. I do know that the row of restaurants and coffee bars down on the prom (five minute’s walk) are open a good variety of hours at the moment. I’m glad you enjoyed the comfy beds and clean linen. You are right that good reviews are important to us. For future customers, if you have any issues, please do contact us and let us have the chance to correct any occasional and rare oversight.

Thank you for this great review! It is so rewarding to hear that guests have really enjoyed our accommodation. For future guests - this review is for Flat 3. We do not own Flat 4. Regards, Karen