Allen & Ying

Gold Coast, Queensland, Australia

Entire home/apt
12 Guests
6 Bedrooms
6 Beds
$242
Per Night
Per Month
Subtotal Total
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This host offers flexible cancellation: Full refund 1 day prior to arrival, except service fee.

About This Listing

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With Airbnb, you can find unique accommodations in people's homes—from houses and apartments, to tree houses and igloos. The listing details below explain what you'll find in this space. If you have any questions, you can contact the host directly.

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Swimming pool, patio, table for 8, clothes hangers, access to pool from rooms 1, 6, apt 1 and dining room

Swimming pool, patio, table for 8, clothes hangers, access to pool from rooms 1, 6, apt 1 and dining room


The Space
Property type: House
Bedrooms: 6
Bathrooms: 2
Beds: 6
Check In: 2:00 PM
Check Out: 10:00 AM

Amenities

Prices
Extra people: $12 / night after 9 guests
Cleaning Fee: $113
Security Deposit: $322
Cancellation: Strict

Description

House Rules

Availability
3 nights minimum stay
Master bedroom, double bed, two desks, WIR, Ensuite, Spa, Digital TV

Master bedroom, double bed, two desks, WIR, Ensuite, Spa, Digital TV

11 Reviews

Summary
Accuracy
Communication
Cleanliness
Location
Check In
Value
January 2015

January 2015

January 2015
Allen & Ying
Response from Allen & Ying:

Christine and family stayed 19 nights at the hottest time of the year, and none provided phone numbers or used phones to call or text. Instead they used only email.

Christine emailed to ask what they should do with extra garbage they had. We invited her to put it in our trailer and said we would take it away in a few hours. When we picked up the trailer it was empty. That night Christine emailed to say, “Sorry missed [sic] your message.”

At the start we invited Christine to let us know if she would like fresh linen. Some guests wash linen in the washing machine, and others like to have fresh linen delivered. Six days later Christine sent an email asking for linen, but we did not receive it. Twelve days later we discovered the email, which was in a spam folder. We immediately offered fresh linen, and Christine snapped, "Linen is too late now we [sic] needed it last week."

During those twelve days Christine could have phoned, texted, sent a 2nd email, emailed from a different email address, used Airbnb’s messaging, or just spoken with us (our daughter saw her a few times during that time).

The linen in question had to be washed three times with bleach to remove dirt and stains. We always prefer to provide fresh linen, as it saves all those extra washes.

Christine’s statement, “On our first day they said they would bring some and I asked again but received none,” is incorrect in three ways:

1) We said, “Please let us know, and we will bring some.”
2) Christine did not ask “again”. She asked once, in an email that failed to get through.
3) “Received none” implies a request was received. It was not.

Regarding Christine’s other comments; the air conditioner is not ‘in the kitchen’. It is positioned between the dining room and the kitchen, facing the corridor. It blows cold air down the corridor into every room with a door open. It can cool the whole house down, but not if windows or external doors are left open, at the end of December, the hottest month of the year. Fans are in every room, and there are also ceiling fans. There is also a cold swimming pool, showers, baths, 12” Gold Batt roof insulation, roof vents and cool rock tiles. If we do put air conditioners in every room, as per Christine’s suggestion, rent would go up.

Though Christine was difficult to communicate with, and highly critical, we still gave her a good review because she left the house clean and tidy. Though we had to wash the linen over and over, and several towels were so stained we had to throw them out, we are not going to impugn a guest without good reason. Her inaccurate assessment of us regarding the linen forced us to put the record straight.

Christine also said that ‘TLC’ is needed. Each year we spend thousands upgrading the house. In the last fifteen months we added the new air conditioner, a new refrigerator, a new 40” TV, roof repairs to the tune of $600, a new side gate, a new fence, repairs to all sliding doors, new windows on the front porch, new blinds, new beds, a new cupboard, a new leather recliner, other door repairs, ceiling repairs, and sand pump engine replacement. We are about to replace all the desks in the house. We're sorry we did not spend enough for Christine, but we do have a budget. Next year we will continue the good work.

In closing, we would like to say that our guests understand our house is not the Hilton Hotel, but they have always been happy. Groups of nine could pay many times more and go to the Hilton, but with the savings they enjoy by going through Airbnb, they have a lot more money to spend on having fun.

January 2015

January 2014

January 2014

December 2013

December 2013

This host has 12 reviews for other properties.

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About the Host, Allen & Ying

Allen & Ying
Gold Coast, Queensland, Australia
Member since October 2011
Response rate: 100% (past 90 days)
Response time: within a few hours

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