It is surprising two separate host reviews could be so different. We debated long and hard before providing feedback on our stay at Victoria's because on reading her reponses to previous comments it is clear that she finds it difficult to accept any constructive criticism. In our case we thought our feedback was quite measured but felt an obligation to future stayers to give an honest account of our experience. Unfortunately Victoria reacted to this very defensively, which we expected, even though we took great care in writing what we considered was a balanced review. However, it is important for people to feel free to be able to express their views without fear of provoking such a reaction from the host. Many of the Victoria's comments about us have no foundation. Air New Zealand (of which I have been an employee for 22 years) has twice won the Air Transport of the World Airline of year award - in part because it is an acknowlegded industry leader in listening and responding to its customers.