6 Gäste3 Schlafzimmer5 Betten2 Badezimmer
Check-in von 10:00 bis 15:00
Hosts - Rating 8/10 The hosts were very friendly with us as well as available to solve any problem that occured. We had a problem with the key to the front gate and they promptly volunteered to resolve it. Location of the house - Rated 8/10 The house is located in a housing devel…
Antwort von Katie:
Dear Paulo, Thank you for your review and your rating of 8/10 for us. We were obviously pleased to be of service to you the day that you arrived after a long journey and you lost the keys. With regard to the garage: it does state in the description of the property that it is street parking and this was also explained on your arrival. Lots of our owners choose to lock a garage space or even bedroom for their own use. We understand your comments about the aircon, although, it is not completely true. While there are lots of properties on the urbanisation with aircon (mainly residential properties) it is simply not true to say that every property has it, we have 3 properties on the same street alone that do not have aircon and they rent year-round without complaints. If you refer to your contract that you signed with us, my registered business address is actually located at my parents house which is on the same urbanisation and they do not have aircon either. You are the first to complain about this and was here during the hottest week of the year. However as I stated on your check out, the owner is considering putting aircon in for future rentals so we appreciate your feedback. With reference to the cleaning: Firstly, all our properties are cleaned and inspected prior to your arrival. On check-in, I myself saw no evidence of the grime that you mentioned in the property. In actual fact, the property, including kitchen sink, was spotless. Granted I did not pull furniture out to check behind but there was certainly no dirt in the kitchen or bathrooms as described in your review. The property does not have a dishwasher so there could not have been any dirt inside there. I can confirm that a member of our cleaning team was cleaning the property, including outside terrace the day before your arrival. Any dust on the outside terrace would have come from the weather elements which I have no control over but I can confirm that they were done and checked before your arrival. I opened up the house before you arrived, as I was waiting over half an hour at the property for you I had time to check all was ok and there was no evidence of the things that you have reported. Complaints regarding cleaning need to be made on the day that you arrive, not the day that you depart, and we would then send an inspector round to check your complaint and take action afterwards. Also the cleaning fee, for your information, is for the departure clean and laundry, which I can assure you, you did enjoy. I myself attended this clean with a member of my team and it took 2 of us 5 hours (excluding the laundry) to clean the property after your departure. I apologise that you feel you have had a bad experience with us, but thank you for improving our system because in the future we will spend extra time on check in making sure our guests are happy with the cleaning and they will then be asked to sign a disclaimer. In this business I am learning new things each day because of customer feedback so thank you. Best Regards
Antwortzeit: innerhalb einer Stunde
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