First of all, we are genuinely sad to hear that you did not enjoy your stay in our house. We try very hard to make sure all of our guests are comfortable, and aim to react very quickly to any issues raised.
However, this is the first time that we have had any serious complaints, and we are disappointed that you did not provide us with an opportunity to address these during your stay. Even though you are the first guest to feel that the house wasn’t cleaned to a high standard, when we did learn of that we reacted quickly and without question to provide a second cleaner and were happy to cover the cost of an extra clean.
We also take allegations of safety issues very seriously, and have checked everything you raised. Specifically regarding the issues raised in your review:-
- The radiator looked like it had been pulled hard by someone, but it was still secured to the wall by three of its four brackets and never at risk of actually falling off and causing injury. The fourth bracket was easily reattached, and we could have done so during your stay if we had been alerted to the problem;
- The shower also seemed to have been pulled and was indeed loose, but it was easily reattached and fully operational;
- One of the railings of the bannister had indeed come loose, but the bannister itself was still perfectly solid and not a safety hazard. Again, this is something that we could have fixed sooner, had we been made aware of the problem.
We wish that you could have let us know about these issues during your stay, rather than providing a list of complaints after you left along with the request for a partial refund. Upon investigating these issues, we feel that they were much less serious than described and could have been easily fixed at the time. We are therefore sorry to decline your request as we do not think it would be appropriate in this case.
Rest assured that the safety and comfort of our guests is very important to us, and it will always be our top priority to try and fix any issues that we know about. We have been delighted at the positive reviews we have received so far, and work hard to keep all of our guests happy.