Merci de votre visite et pour votre commentaire. A très bientôt !

Hello Jeanne,

Thank you very much for your review. We are very sorry to read your experience did not fully meet your expectation.

We apologize for the inconvenience using the dryer. We're happy to confirm that the filters of the laundry machine are checked at every turn and that all our home appliances have labels in English. Perhaps the filters being clogged was due to some heavy loads of laundry made during your stay.

As we explained during the check-in, the trash should have been disposed of in the storage area located just next to the entrance door for our daily pick-up, this to avoid our guests keeping track of the strict city pick-up schedule and having to walk an extra 25 meters to the main road for collection. Although this is one of the most important features of the house that we emphasize first when we meet our guests, I apologize if this was not made even clearer.

It is rather unfortunate that we conveyed the feeling of being “quite anxious” following the incident where you initially booked our house for 2 people but at check-in, neither 2 nor 4, as you informed us a few weeks before your arrival, but a total of 6 adults + 1 toddler showed up at the door.

What should have then been quite a simple and easy process of collecting the additional payment, as we’ve done before many times, turned out to be an almost month-long affair as none of our attempts to have you accept the change to 4, and then 6 guests were successful.

When you checked out, unfortunately, some floors were damaged, the rest of the house was also in a poor state and it took us the unexpected extra effort to get it ready for our next guests. The bill was eventually settled 4 days after your departure.

This, we hope, might clarify the chain of events a little bit.

If we can add that we've been fortunate to have welcomed more than 450 groups in our traditional houses in Kyoto and we've always taken great pride in receiving only positive reviews as we continue to enjoy welcoming guests to share our love for the city of Kyoto!

Thank you very much !