Good day, Emmy,
Thank you for your feedback. We are pleased to hear that you enjoyed the beach access and that Constance made a positive impression during your stay. She is a valued and long-standing part of our holiday home team.
I apologise for the delay in responding to your review. I wanted to personally inspect the property and investigate the concerns raised before replying.
Our house rules, which were signed on arrival and are also displayed at the property, request that any maintenance or operational issues be reported immediately so that they can be addressed during the stay. Unfortunately, concerns regarding the shower door, water pressure, and security were not brought to my attention at the time, which meant I was unable to assist or resolve them during your visit.
Regarding the shower door, it was inspected prior to your arrival as part of our routine checks and was functioning correctly. Upon inspection after your departure, I found that the guide wheels had shifted out of place, although the door was still operational.
Your booking was confirmed for a maximum of 12 guests, which is also the property’s capacity. However, it was noted that additional guests were accommodated at the house, resulting in some guests sleeping on couches. This placed additional strain on the facilities and amenities referenced in your review.
With regard to the stove, the issue was only reported midway through your stay. I explained to the guest who contacted me that the Defy stove is designed so that not all plates will operate simultaneously while the oven is in use, which is a standard safety feature of the appliance. Alternative cooking facilities were also available on the property, including a portable gas stove, air fryers, electric pans, grills, and braai facilities. After discussing the matter, I understood that the issue had been resolved, as no further concerns were raised during the stay. Upon rechecking the appliance, all plates were functioning correctly once the selector settings were adjusted appropriately.
It was also noted that braais were used on the wooden deck despite requests not to do so, as outlined in the house rules. Unfortunately, this resulted in burn damage to several decking slats that now require replacement.
We take great pride in maintaining our family holiday home and strive to provide a positive experience for all guests. During April, we hosted several other large groups without similar concerns, which is reflected in our reviews across booking platforms.
We regret that aspects of your stay did not meet your expectations and appreciate all constructive feedback. At the same time, we believe it is important to provide context regarding the matters raised in your review.
Kind regards,
Warren Coetzee