Thank you for your feedback. We take all guest concerns seriously and would like to address the issues you raised.
Firstly, it is unusual we did not receive any complaints regarding the property during your stay until the incident involving the sliding door panel. It was only after this, and after we informed you that the cost to repair the panel would be your responsibility, that concerns about the condition of the property were brought to our attention.
With regard to the sliding door panel, we were made aware of its breakage and, upon investigation, discovered that the panel itself had sustained physical damage. We were concerned by the assertion that this damage resulted from a "slight bump," given that the door is designed to be shatterproof and such a panel would not typically break under normal use. Due to the weekend and holiday period, we were unable to arrange for an immediate replacement; however, we successfully coordinated with a suitable company to replace the panel the following Monday after the glass was cut.
Additionally, our WiFi codes are clearly provided in the booking details, as well as in the check-in forms, so guests should have easy access to the information upon arrival. If there was any confusion regarding the WiFi, we regret that this was not communicated more clearly at the time.
In terms of the reported leaks, we were not previously made aware of these issues, but we take them seriously and will investigate further. We understand that some thatched roofs can develop leaks, particularly after heavy rainfall, which has affected the entire area recently. We will look into this and address any concerns.
As for the other items you mentioned, such as the broken front door, dishwasher, leaks, electricity trips, jacuzzi issues, and the safety concerns around the walkway and staircase, we find it strange that these were not communicated during your stay. In fact, the guest who checked out immediately before you did not raise any concerns regarding these matters. Nevertheless, we will conduct a thorough investigation and take appropriate action where necessary.
Regarding the jacuzzi, we would like to clarify that what you referred to as a jacuzzi is actually a heated tub – a "Col Col" – designed to provide a more authentic bushveld experience. It operates using firewood to heat the water, offering a unique and rustic feature of our property. If a pipe was leaking, it would likely have been the outlet pipe, designed to empty the tub, which may not have been closed properly. We will investigate this further.
We also appreciate your feedback regarding the condition of the 4x4 vehicle. We want to clarify that it is a game viewer that is used regularly and is not intended to be a luxury vehicle. We will ensure that future guests are fully informed of the vehicle’s intended use.
Regarding the sliding door incident, it is important to note that as the main guest, you were informed that the deposit would not cover the cost of the repair due to its insufficiency. While we empathise with your experience, we must clarify that the deposit was not sufficient to repair the damage, as the cost of replacing a shatterproof sliding door panel is significant. The landlords, at their own discretion, may proceed with any required legal action to pursue the balance due.
Thank you again for bringing these matters to our attention. We take all feedback seriously and will work to resolve any outstanding issues promptly.
