Réponse de David :
I wish to provide you the following response to your concerns.
1/ Collecting/dropping off key. The majority of bookings are made through my real estate agent. Keys are collected and dropped off there. Your booking was made through Airbnb, therefore we arranged via text message that your partner would collect the key from my city office a day earlier, as she also worked in the city. You changed these plans on the day and offered to pick up the key the next day. Unfortunately, I was unable to deliver the key to you, as an external issue occurred which was out of my control. I offered to personally deliver the key to your residential home (10 km away from the city). We agreed you would be home from 4pm onwards and I aimed to be there at 4pm. I arrived at 4.10pm and was greeted with such hostility. I soon discovered I was not dropping the keys off to you Steven, but another family/friend?
The couple did not introduce themselves, and when I asked if one of the individuals was Steven, I was met with a short no. This couple then accused me of being late. The women proceeded with quizzing me why I didn’t answer her calls and I explained I was driving during that period. I also tried to explain that I agreed with Steven on a set time, but they were simply annoyed with me and treated me appalling, for example, left their front door open and called out to me to enter their home, as they were frantically packing up and then drilled me about the key delivery.
I left their property feeling shaken and considered turning back, collecting my key and refusing them the right to stay. After much thought, I didn’t think that was the right thing to do if it involved another family.
I disagree with your comments that I didn’t return your messages, it only happened once on my journey over to their house. No doubt calling me to see where I was.
I have taken on your suggestion and have installed a key box at the property.
I apologise if you arrived and discovered there was a gas log fire, but was not operational. There is an issue with the pilot light and it is in the process of being fixed. I did not advertise the home having a gas log fire, but rather a split system for heating. There are heaters fixed in all three bedrooms and the master bedroom has a portable heater, which can be located in the wardrobe. I have personally stayed at my property and so have many guests over the years and no one has complained about being cold.
3/ Essentially amenities. There is sufficient dinnerware at this property. There are two different design dinnerware sets, catering for 12 guests and numerous glassware. The gold plastic Christmas plates you are referring too are not plates, rather placemats to serve your dinner plate on. Yes, there are some extra random Christmas glasses, but guests have left these behind over the years and these are useful for children. We rent out our beach house to the same family every year.
I have contacted my cleaner to ensure there is sufficient toilet paper and washing detergent available.
4/ The linen. You stated you arrived very late and there was linen on the beds, but had clearly been slept in several times before. It astounds me that you contacted me several times during the evening, asking about towels and heating but never mentioned the issue with the linen. The linen was clean. I doubt anyone would stay the night sleeping in dirty linen.
As previously discussed with you, we advertised to supply linen only. No towels and shampoos would be provided.
I have contacted my cleaner and we have agreed to provide towels etc for short and long term stays. I have also asked my cleaner to iron donna covers so it’s more presentable.
5/ Location. You claim the house itself is not positioned well.
The property is located on almost a ¼ of acre and positioned 25 metres off the road. The property is fully fenced off and has gates. The property is kid friendly and being a father of four I know my kids and guest’s kids are safe.
The property is only three blocks from the beach! My 3-year-old daughter can walk there. The map clearly shows the home location to the beach and shops. Our guests prefer to be closer to the beach.
6/ Reviews. The property has only had 4 reviews (including yours) as the majority of booking is made through our agent. I have been a little weary managing my house through Airbnb, thus agent bookings take precedent.
Overall, your review is misleading and false. You rated the property one star. I understand you were disappointed with the key issue and some of the amenities, but your review was downright nasty. How do you explain your personal text message to me “Hi there, we had such a wonderful time in your beautiful beach house. Great spot”. I think this sums up the experience.