Thank you for your feedback. We’re pleased that you found the house beautiful and well-maintained. However, we would like to address a few points to ensure an accurate reflection of your stay for future guests.
The music and noise policy is communicated thoroughly to all guests prior to arrival—on the booking platform, during the check-in process via WhatsApp, in the digital guidebook, on the breakage deposit documentation and on notices throughout the house. The property is situated within a private reserve with strict noise regulations in place to protect the experience of all residents and guests. On the day of your arrival, a noise complaint was received shortly after check-in. We attempted to contact you via WhatsApp and shared the relevant policy again. When there was no response, our staff member, Johannes, was asked to notify you in person, as the music level prevented other forms of communication.
Johannes resides in a separate private dwelling on the property and is present to assist guests and ensure safety. His role and accommodation arrangements are clearly explained in the digital guidebook, and guests are welcome to request additional privacy arrangements if preferred. This was not requested during your stay. It is worth noting that previous guests have consistently described Johannes as professional, helpful, and respectful.
Regarding the key, after your departure, we noticed that a key was missing and contacted you purely to establish whether it may have been misplaced. This was a standard enquiry, as such situations do occur from time to time. No accusation was made, and no charge was applied to your breakage deposit.
To clarify the matter of cameras: these are switched off during guest stays to respect privacy.
While we regret that you felt uncomfortable, we do not agree with the characterisation of events as presented. We remain committed to clear communication, guest privacy, and upholding the rules of the reserve to ensure a respectful and enjoyable environment for all.