I love hosting people to stay in our beautiful family home . We are always open to suggestions and feedback,I was happy to receive Janettes review ...
Until, I read all the way down as one might imagine I am really upset, horrified in fact to read such negative derogatory comments about our home. In reply, I feel its way out of context but in the spirit of Air BnB i will take the comments on board, the gardens have been tended to, the house is absolutely spic and span but i guess this is all about perspective and I think the guests would have complained regardless which is such a shame as we thought they had such a wonderful time here, we communicated after their arrival about the floors, which I was surprised to hear about, and I apologised but as they had already checked in there was not much we could do to rectify it then.
We are of course disappointed and surprised to see such a scathing reply posted publicly after all we did to make their stay great, and all the communications .
When you open up your home to complete strangers you hope they will enjoy it, the neighbourhood and the space a home offers Versus renting a hotel room. We never advertise this house as 6 star pristine and brand new, however it is clean, comfortable and extremely spacious and very private, and very sunny and in a beautiful tranquil neighbourhood lined with $ 5-10Million dollar homes. In terms of value for the location it is first class.
I feel that Janette no matter what I did was going to complain, in my view I would recommend her family rents a hotel next time instead of someones home because their expectations may never be met. Despite all the efforts we went to we got this terrible review as if to make a point; and yet there was never any evidence of the cleanliness (eg she could have text me a photo , I wished they had so we could have seen the issue, we reject the review on this basis. The bathrooms, kitchen bedrooms were spotless.
We take all feedback personally but we do appreciate fairness too.
the garden is not used as its a sloping garden not stable, and is overlooked by two massive sunny outdoor decks which is intended for guests. we promote guests to enjoy the spacious 60M2 of outdoor decking and the two enormous lounges over the two levels. both open up to entirely private gardens. As per her request before she arrived, We allowed Janettes friends to come a day before check and even helped to setup baby cots (even though we had guests coming for dinner that evening) I think we did a lot to help them out! -Going above and beyond to make the place beautiful for the family to stay, fresh milk, teas and coffees and pantry and all welcome and ready, fresh soaps, towells and linens and spare blankets for the babies and even soft cuddly toys
I guess you can't please every one. The house is a family home -its over 30 years old, and is a relaxing sunny home to live in and enjoywhich is what we want all our guests to do. ( there will always be 'clutter' books etc. as we do live here, it is after all, Air BnB and it is a home not a hotel)
hopefully the next place they stay will be a little more appreciative that it is some ones home not a hotel. People seeking perfection checking into a hotel might be a better option. (this might explain the state they left our home when they left - very disappointing)