Dear Willem and Family
Thank you for your review, I am glad you liked the surroundings and the farm.
As you can appreciate it is very difficult to retrospectively improve on any of the issues you raised in your review.
The property, built in 2001, has double glazing and underfloor heating (powered by the wood burning stove) throughout. It has a couple of electric heaters and an electric blanket to provide additional warmth. It is set next to the Main Farm House (also a holiday let) 3 kilometer up a farm track, surrounded by 10000 acres of fields and woodland; to most people this would count as a remote location.
I had contacted you before your arrival to apologies for me not being able to welcome you personally. I also informed you of the whereabouts of the keys and how to access the property. My husband and I had to travel down South to see his mother in hospital (a family emergency that was difficult to foresee). My son purposefully stayed behind to greet and welcome you. He offered to cater to your needs, offered his help and support if you needed it.
That it was raining on your arrival is unfortunate but, with all due respect, was out of our control. It had been sunny and very warm in Scotland on the days before, as I had mentioned in my email to you.
I am disappointed you did not raise any of the aformentioned issues with my son or at the very least email me your concerns at the time.
The lady who cleans the Cottage professionally and who works for the local Inn, lives close by. She would have had no issue fixing the errors she may have made.
The water is heated by electricity, operated by a switch (which has the words ‘Hot Water‘ written next to it). It is easy to find and even easier to operate. The system heats the water within 30minutes.The WiFi password is printed on the router (sitting on the kitchen work surface), which also has a QR code for quick connectivity.
As you said yourself, we do have great reviews for our property and there is a reason for that! We do take care of our guests and take our customer service very seriously. However it is very difficult to fix problems that you are not being made aware of.
My son offered his help and support at your arrival and considering that you did not once take him up on his offer I find it unfair to retrospectively complain in such public manner.