Good morning.
Here are my replies:
Please note, the home is not advertised in the luxury market and is always reasonably priced, especially in winter. The home is located on the water; therefore, it gets painted after winter each year. The furniture is clearly beach/cottage style, with linen, etc., clearly visible in the pictures.
Bedding not up to standard? This was not brought to my attention. I would have happily assisted if the guest had discussed this. However, when I called, my calls were declined. I would love to know what I should change.
Pool: We discovered a slow leak and I have to repair it in winter. All my guests are informed. We are systematically digging up suspected areas and refurbishing them, then moving on in order not to disrupt too much. The pool is set in tiles, and this is a drawn-out tedious job.
I informed the guest regarding the jacuzzi outside in winter. It uses much electricity and takes a long time to warm up. They were issued with more than the regular R350 token for their stay. I was informed on Sunday morning that they had run out. I immediately forwarded an additional R300. This would normally be for the guest's own account.
The iron: It was brought to my attention, and I acted immediately. There is an iron, but it was not working. I forwarded three messages offering to replace it. All went unread until around midnight Saturday.
Home dirty and washed 2 blankets: This was not brought to my attention. Again, no specifics regarding dirt or blankets, and I have nothing to go on. My cleaner does a great job, and I have never had this complaint. The home has duvets and warm fluffy throws for winter. I'm not sure what was washed, and my calls are declined. My cleaner also was not aware. Surely, they could have called for me to happily rectify?
Home in serious need of maintenance: Again, not specified. The home requires yearly painting after winter. It's a beachy, cottage-style place, and furnished accordingly. I appreciate being informed of specific issues to take action on.
In closing, my service can only be measured fairly if problems are reported promptly, allowing for a fast reaction. I will continue to strive to provide good service and be informative.
Thank you.
Cliff.
Owner.