Hi Jenn, we’re sorry you didn’t enjoy your stay. We always strive to make sure our guests have great experiences (as shown in our other reviews) and so are very disappointed that this was not the case with you.
Overall we actually thought we’d provided a good service. The early check in of luggage for your guests, the advanced arrival of people who weren’t the lead guest, the providing of a private chef who catered for all of your different dietary requirements, the communication with your guests about taxis and helping you with your document and parcel delivery to/from the property. All things, of course, we are happy to do for our guests.
Although we have made sure our listing description is as clear and accurate as possible, we will review it again. However, I do feel that many of the issues you’ve highlighted, could’ve been avoided through better communication and reading the listing description more carefully.
Turning to the points you made:
Regarding the beds. We normally set up as per the photos and description with twin beds in all 5 bedrooms. We find a lot of groups often prefer the single bed layout. Some of the single beds push together but some don’t (we don’t specify). We actually have 2 toppers (to make 2 double beds) and a double mattress, which we could have provided had we known your couple’s requirements. If you had let me know before this could have been ready for your arrival or done post arrival.
Again regarding the linen, had we known your requirements, which I still don’t fully understand, our housekeeper could have provided alternative linen fairly immediately.
Agreed, our stating that the house has air conditioning is somewhat misleading in that only the bedrooms have air conditioning, although this is stated in the description. The 3 units we have in the indoor dining and salon area are labelled as “no function” but do in fact function. We do this because people often just leave these units running 24/7 and this causes excessive use of electricity. However, had we known about the issue we could have informed you immediately.
We find people very rarely use the indoor spaces in summer and in fact there are additionally 2 ceiling fans in part of the salon seating area. As regards your point that the air conditioning units need to be cleaned, we were unaware of this but will check it out.
Yes, agreed the games room can only be accessed, through a bedroom and this could be limiting for some people. The yoga studio however is a stand-alone building, freely accessible.