“If only you had responded to customers’ feedback from a year ago I’d have been happy but to arrive at a property in the dark at 5pm to find the beds not made and no linen anywhere to make them myself is not acceptable.”
Add to that a disabled husband and a young son, along with a global pandemic that meant this was a rare and greatly prized opportunity, then you’ve got one very annoyed customer. The kitchen should have been spotless and I wasn’t. The dishwasher was half full of dishes. 3 of the 4 TVs didn’t work . . . . .
This could be a beautiful let.
I am still waiting for some recompense from you. I had to delay my evening with family to wait for linen matter to be resolved and then had to have two people come into the house to make the beds. Not very covid safe.
I note the comments made by Ms Shaw on 30 October 2020 concerning her stay. An offer of compensation has been made and accepted gratefully by her and I now wish as the owner of the property to respond fully to her comments because they include some very important inaccuracies.
It is acknowledged that the cleaning and maintenance service provider had not provided the complete set of new linen for the property and for this reason, compensation was offered promptly. The service provider has apologised for this failure.
However, I have been advised by the general manager of the service provider, who attended the premises with a colleague promptly after being notified of the issue, that the missing linen was provided during his visit, it amounted to missing duvet covers, rather than a complete remaking of beds as alleged. He has also advised me that he and his colleague were in the premises for as little as 10 minutes and they were fully equipped with Covid appropriate protective equipment.
The manager has also told me that Ms Shaw made no reference to the dishwasher containing dishes, Ms Shaw does not say whether they were clean or not. If the manager had been told of this matter, he would have dealt with it in an appropriate manner. Furthermore, Ms Shaw has not given any clarity to support her assertion that the kitchen was not clean, again, if she had, it would have been dealt with there and then.
Finally, the statement that 3 out of 4 televisions did not work is wholly inaccurate, I suspect that Ms Shaw did not notice that the TVs had been switched off at the mains rather than on the remotes. It is an important safety matter to switch off TVs in an appropriate manner. The general manager attended the house on 9 November and called me by telephone, he demonstrated to my complete satisfaction that all televisions were fully operational.
Property Owner
