Hi Yusuf, thank you for your honest and constructive feedback. My sincere apologies for not meeting you in person. As you can see from our ratings, reviews and guest book, it is not our standard practice to have contactless stays with our guests.
Kindly afford me the opportunity to explain why your experience was different.
We have been dealing with a medical challenge with our son. He started having seizures in September and it is still not under control. He has daily seizures, sometimes up to 8+ a day. We are constantly in hospital with him or seeing one or the other specialist doctor. This requires my husband and I to be with our son 24/7, juggling our full-time jobs around this. Hence, we regrettably did not have the physical or mental capacity and thought it would be okay not to make personal contact with you and your son.
I do, however, realise that I should have informed you of our current situation as it would have prevented any assumptions made. I sincerely apologise.
Once again, thank you for your honest feedback. We take it to heart and will deal differently in future.
Kind regards,
Denise