Response from Debbie:
I am sorry that my house turned out not to be suitable for the very specific needs of your family. I think in future you need to ask more questions before you book and tell potential hosts about your brother's disability and what he can/can't do. If you had told me that he can't walk up slopes, I would have advised you that this probably wasn't the right place for you. It is a guest's responsibility to do their research and make their needs clear, before booking, rather than expecting a potential host to evaluate if their property is suitable for you without the relevant information. Some of your comments are totally incorrect and could mislead other people, so I need to address them.
I wasn't sure if you were describing the road/lane as being a hill. It's pretty much flat! The path to the front door does slope uphill, but I don't think many people would describe it as steep. These terms are very subjective and I can see that for your brother, with his mobility problems, it would have seemed steep, but the house really can't be described as being on a steep hill! The photos of the front of the house show the path, so you could have seen that there is no handrail.
You make it sound as if the parking place is a long way from the house, when actually its about 15 - 20 feet from the bottom of my path. You will have noticed that most houses in the village don't have off-road parking and park in the road/lane. Indeed there is no pavement, but quiet country lanes don't need pavements. In fact, the lane is part of a long-distance footpath! Pedestrians and cyclists use it far more frequently than cars. There are plenty of spaces to park in.
I don't agree that the house is not suitable for elderly people - I have had 4 sets of guests in their 70s and 80s, who all loved it. It's about mobility, not age.
I explained to you that the radiator that was due to be installed in the kitchen this autumn had been delayed till next week. In the meantime, there were 2 electric heaters you could plug in in there, and I explained to you how to light the rayburn for extra heat. You knew that the kitchen radiator was being installed in January, so by the time anyone else reads your review the kitchen would be as toasty as the rest of the house. There is another table and chairs in the lounge, so you could have sat there to eat if you were cold in the kitchen.
To say that the heating was `capped' is totally misleading. I leave the thermostat on 21C - it has to be set to something - because this is the temperature most people like it. But guests are able to turn it up or down whenever they like. Instructions on how to do this are in the information pack. I also tell guests to let me know if they want me to turn the temperature up or down permanently. When you emailed to say you wanted the temperature set to a constant 25C, I did that immediately. I explained to you that until the kitchen radiator was fitted, the temperature might not make it to 25C, and in fact it stayed at 23C for your stay. Interestingly, the guests who stayed immediately after you wrote in their review that the house was warm!
Thank you for pointing out that the information about dogs was slightly different between the listing and the house manual. I have now amended it. Fortunately, this doesn't seem to have confused any past guests who did have dogs with them. And they seem to like the flooring, saying that its easy to keep clean.
I am glad you found the bedrooms warm and comfy and that you thought the house was well-equipped and tasteful. I hope you enjoyed all those board games and DVDs!
I wish you all the best in finding holiday homes that are more suitable for your brother's needs, and can only encourage you to ask more questions of potential hosts and let them know what you will need. It's fine to tell people `he can't walk up slopes, so is there a slope?' or ` we will need the heating at 25C, is that ok'. That way you will avoid being disappointed again. May you have many more happy holidays in future.