Thank you for your feedback. We would like to provide additional context and clarify several points for accuracy and transparency, particularly for future guests.
From the outset of the stay, management was met with repeated and immediate demands, including requests for a full refund upon arrival due to minor issues such as small curtain tears and a pendant light awaiting installation. While we always aim to accommodate reasonable requests and address concerns promptly, expectations for a full refund under these circumstances were disproportionate to the issues reported.
Despite this, management remained responsive and engaged throughout the stay, addressing reported matters as follows:
The DStv connection had been temporarily disconnected due to the unit being vacant for a period of time. Once this was brought to our attention, it was reconnected as soon as possible.
The shower outlet pipe leak was reported and repaired immediately.
Regarding the curtains, there were two small tears, which have since been fully replaced. The portrayal of this as severe damage is overstated.
A toaster was not immediately available on arrival. Guests were informed that one would be purchased as soon as funds were released through the holiday management system into the owner’s account, and this was communicated clearly throughout. The toaster was supplied thereafter.
With regard to the tumble dryer, the issue was reported and management immediately arranged for someone to attend and inspect it. Shortly thereafter, the guests advised that they had resolved the issue themselves and confirmed that the dryer was working. Based on this confirmation, the call-out was cancelled, as further intervention was no longer required.
The statement that cutlery was “non-existent or broken” is incorrect. A full, brand-new hanging cutlery set was available in the unit. Additional items referenced were stored separately, and this was communicated during the stay. The cutlery located by the guests independently consisted of extra items, not the primary set provided.
Lastly, there was one pendant light awaiting installation, not multiple broken side lamps.
We take maintenance concerns seriously and acted promptly when issues were reported. While we welcome fair and constructive feedback, we believe certain aspects of this review do not accurately reflect the condition of the unit, the proportionality of the concerns raised, or the level of assistance provided by management throughout the stay.
