It’s very disappointing to receive this (in our view grossly unfairly) negative review. Your husband was quick to point out to me (when he first asked to reduce your stay by a week, 9 days into your 3 week booking and the day your father sadly passed away) that you are rental property owners yourselves back home in Australia and must know the effect such a negative review can have on future bookings.
Had you advised us of any of your concerns when you first arrived, I would of course have been straight along to put the issues right. Despite your husband emailing me twice on the day you arrived (asking first about the parking permit and then the data point for a PC) there was no mention of any concerns or issues, let alone what you list in this review. A full 9 days after you arrived, your husband emailed me to say that you were unhappy and wished to cut your stay short by a week, leaving in 4 days. I offered to come and look into/rectify the issues raised immediately. I also offered to have additional cleaners attend to rectify any issues. Your husband however refused to let me visit, citing a desire to be alone following the passing of your father the night before. Your husband was adamant at your new plan to leave a week early, so I agreed to refund you the value of any last-minute booking, if we were able to find one for the week you were giving up.
When you did vacate the property I visited immediately with our usual cleaning crew and some specialist additional cleaners. We did not find any smell issues, nor a need for the specialist cleaners. As for the property temperature upon arrival, the day the property was turned around by our cleaners was one of the hottest days of the year and so it’s understandable that they would have left the windows open. Your late night (as we now understand) arrival, from (presumably) warmer climes will no doubt have made the property feel cooler than you might have preferred or been used too, however the central heating would have fixed that for you in a matter of minutes. As for food left by previous guests, that is normal for us to leave dried foods, tea, coffee etc left behind by previous guests, for the next guests to use, should they wish too. If they’d rather not, they are welcome to simply ignore it. We believe strongly in not wasting food or other resources unnecessarily. With regard to the price we charge, this is a 5 bedroom, 3 bathroom property that can sleep 10 people. As such, it is significantly more expensive than a single bedroom property which would seem to have been more appropriate for a travelling couple. I am left presuming that given the last minute nature of your visit and your (at the time of booking) uncertainty as to how long you may need to stay in the area, your booked the only property that was available despite its excessive size for your needs.
We have had many reviews across the various platforms and every single one (until yours) have been 5/5 or the equivalent – even from the guests that stayed immediately after you did. If you did genuinely have such an awful time staying at our home, I can only re-iterate my apologies already passed to your husband by email. Your excessive 9 day delay in reporting ANY concerns to us, coupled with a refusal to let us look at, let alone put right the issues raised whilst at the same time requesting to leave a week early, coinciding with your change of plans, makes it difficult not to question a different underlying motive for leaving such a potentially damaging review.