Dear Elizabeth,
Thank you for taking the time to provide feedback.
We are sorry to hear that your stay did not meet your expectations and that you chose to depart earlier than planned.
We were particularly disappointed to read many of these concerns for the first time in this review. During your stay, no issues were brought to our attention, and when the accommodation was left vacant after the first night, we believed you would be returning for the remainder of your booking. Had we been informed of any concerns at the time, we would have welcomed the opportunity to address them and make your stay more comfortable.
We would like to address a few of the concerns raised. Upon your arrival, we were hosting multiple check-ins within the same hour, which unfortunately led to some initial confusion regarding your unit. We apologise for that inconvenience.
The security of our guests is extremely important to us. Both the main door and the security gate are designed to lock, and we were not made aware during your stay of any issue preventing this. Had we been notified, we would have attended to it immediately, since we stay on the property and are available to our guests 24/7.
We acknowledge your comments regarding the towel condition and certain maintenance items, including cupboard doors. These concerns have been noted and will be reviewed with our housekeeping and maintenance teams.
Regarding the layout, furnishings, room sizes, kitchen storage, parking arrangements, and overall décor, these aspects are reflected in the photographs and description provided on our listing. We understand that personal preferences vary, and while many guests appreciate the character and facilities of the property, we recognise that it may not suit everyone's tastes.
We were also concerned by your comments regarding the pool and outdoor areas. The property is maintained regularly, including routine garden and pool care, and we will review these concerns to ensure our standards are upheld.
We appreciate all feedback, as it helps us improve. We are pleased that you found the beds comfortable and the hot water reliable.
We wish you all the best in your future travels.