Dear Wahbie,
Thank you for taking the time to share your feedback regarding your recent stay over the Easter weekend. I sincerely apologise that your experience did not meet your expectations, and I truly regret the issues you encountered. We strive to ensure all our guests experience a 5/5 stay, which they have in the past. I understand how frustrating it must have been, especially while travelling with a family. I was available as we had contact during the weekend a few times, as I checked in daily to hear if the rest of your stay was going well. I could have addressed any concerns you had during your stay.
I want to address your concerns directly:
Dog faeces: I understand your frustration regarding the dog faeces in the driveway and backyard. I acknowledge this was a significant oversight, and I apologise for the inconvenience and unpleasantness it caused, especially for your children. I am implementing stricter protocols to ensure the grounds are thoroughly checked and cleaned before every guest arrival.
Property condition: I apologise that the house felt "lived-in" and cluttered. It is not our intention for guests to feel uncomfortable or unsure of what is available for their use. We are taking steps to declutter and organise the space, and we will ensure that the refrigerator and freezer are properly prepared for guest use in the future. We are also creating a comprehensive welcome guide with clear instructions for amenities, light switches, and available items.
Towels and toiletries: I understand your feedback regarding the towels and toiletries. While we do provide initial hand soap and hand cream, I recognise that the standard may not be sufficient for all guests. We are reviewing our policy on towel provision, especially for groups, and will consider providing more generous supplies of toiletries.
Bedroom and bathroom issues: I apologise for the issues with the bedroom facing the owner's parents' garden, the wobbly bed, and the bathroom conditions. We have addressed the wobbly bed issue by tightening the bolts, but the installer did not do this properly. Regarding the room facing the parents' garden, we are exploring options to minimise noise disruption. I acknowledge your feedback about the bathroom's style; however, all photos are displayed on the website, so you would have seen the décor and style of my house. All rooms have an area where you can hang up clothes and shelving to pack your clothes.
I value your feedback, and I am committed to making the necessary improvements to ensure a more comfortable and enjoyable experience for future guests. I am disappointed that you will not be returning.
Sincerely,
Michelle