We strive to give our guests a pleasant experience, so we were saddened to hear that you had ‘a very poor experience’. It’s a first for us, so we’d like to give you a thorough response and explain some of your issues.
CONVOLUTED CHECK IN PROCESS. We e-mail guests instructions to find and open the key safe as soon as they have booked, If you meant ‘comprehensive’, then I agree. Included are; how to drive into the village, where to park, how to walk down the back lane, into the garden, the key safe, and its code. This is all supported by 3 online videos, walking through the process for non English speakers. With this info, the guest is independent and can arrive any time of the day or night. We didn’t think it was convoluted, just thorough. You had all this info approximately 48h before arrival.
We do ask customers to confirm that they have received these instruction, by ticking a few boxes on a simple online form. Not particularly convoluted, but it helps us sleep at night knowing that guests are fully informed and haven't missed anything by mistake. You completed the form at 12.02 on the day of arrival – 2 minutes after check in, and 2 days after receipt.
As you say, ‘the lock box code was on there’. Some guests are advised to call to confirm the code, but only if they’ve booked a month ahead. You hadn’t, so you already had the latest code. Reading the instructions may have revealed that, and that (if applicable) ‘it's best to call us a week before’. And ‘You may want to make local copies as mobile and internet reception may be poor in the later stages of your journey’. And ‘Don't call on the day – it may be too late!’ This is because we both have full time jobs and may not be able to help you if you are stuck outside the property and we are in work, incommunicado. That’s why we made sure you had the code 48 hours previously.
UNABLE TO GET THROUGH VIA MOBILE. Not sure why you mention this as you say elsewhere that the signal was good. Still, at least your e mail was working.
UNBELIEVABLY RUDE. When you e mailed after arrival, I replied by providing another copy of the Instructions, adding ‘Good luck’ as a bit of a tongue in cheek rejoinder - I knew you had at least 2 copies of the directions in your inbox by then, and I wished you well with ‘Warmest Regards’. Is that unbelievably rude?
OBTAINING CODE WAS UNNECESSARILY DIFFICULT. Here’s what someone said on an online survey site about the procedure; “So simple and very instructive”
ACTUALLY A BUSINESS. Not sure what you point is here, but technically anyone renting a property for money, is operating a businesses. We have two properties for rent on AirBNB, that information is in the public domain and can be seen on AirBNB’s website. Are we a limited company? No. Are we VAT registered? No. Do we try to operate a professional service? Yes, sorry if that’s not what what you wanted.
However, when you first booked, I e-mailed you with the offer of a discount or a cancellation, I used the ‘business’ signature block. So you were able to cancel with a full refund at that stage if you had wanted.
THE BEDS. Do not have warnings that they're likely to break in the night. It is factually inaccurate to say so. There are warnings that the beds are not be moved as that will damage them. We have had this happen before and the signs are an attempt to prevent to further damage. Sorry if that confused you but the beds are quite safe and not unstable.
STAIRS. I’m sorry but that’s the way these old houses are made, whilst we freely admit we are not adapted for disabled people, we have had older and less mobile guests stay without issue.
HAVING TO COMMUNICATE OUTSIDE OF AIRBNB. This is not the case. If you had preferred not to complete our online form, you could of course, have sent a message through AirBNB on Wednesday night to say ‘thanks guy’s, we have got the Key Instructions’ for example. You chose not to.
TUMBLE DRYER. It’s in the shed as shown on the website, there is also a folding airer in the cupboard under the stairs that can be used in the garden. You’re right, though, there is no clothes line in the garden. Maybe it’s something we should consider adding, thank you.
It was not a problem to offer the discount on this occasion. Nor did we mind giving a free early check-in at short notice. We didn’t even mind that you didn’t say ‘thank you’ we assumed you were just very busy.
Our next door neighbour mentioned that he helped you change a tyre, in fact he changed it for you. We've bought him a box of chocolates to say thank you. We really aren’t rude people you see.
We appreciate all the positive things you’ve highlighted about the house. We do strive to please our guests.
We had said earlier, that you were welcome back anytime, but in light of your review and your ‘poor experience’ we now realise that you are not a good fit for our service and wish you the very best in the future in finding accommodation that meets your standards.
All the very best and Good Luck!