Thank you for submitting your comments about “Fairways”. I am sorry to hear that things were not to your satisfaction during your stay. It is a shame that you did not call me directly rather than emailing AirBnB as I was on holiday and had no access to Wi-Fi. I ensure that my contact number and those of the caretaker (Liz) and the property manager (Yves) are in the Guest Information folder in the cottage so that we can be very easily contacted. The cleanliness of the property is very important to us all our guests and we take great pride in making sure all is as it should be.
I have carefully gone through all the other points you raised and have the following comments to make in return.
You mentioned that our caretaker was “busy” so left a key – the reason for this was because you hadn’t informed her of your arrival time until an hour before you were due. Liz facilitated your check-in as pre-arranged by phone with you by leaving the key for you so you could get settled as soon as you arrived to Rosslare. She also mentioned during that phone call that she would call later to ensure that all was ok and also to collect the €30 utility charge. At the time you seemed very pleased that she was so accommodating and didn’t query the utility charge (which was very clearly marked on the site) When Liz called there was no one home.
On Christmas day Liz did indeed receive a text from you informing her of the leak in the en-suite, no mention of any other problem. Yves called on each of the following 2 days but there was no one home.
“Fairways” has been very busy all year and was not on winter shut-down –. The cooker and fridge are always turned off until required for use this is for fire safety reasons and is standard practice.
To be fair, your complaint about the leak in the en-suite was valid, this was due to a fault in the sink plumbing, not the inclement weather and has since be fixed.
This is our first negative review for “Fairways” on AirBnB We really do work hard to ensure that all our guests are happy during their stay with us. Both Liz and Yves go out of their way to do all they possibly can to be accommodating.
We have however taken all your comments on board and have since made changes to the utility charge, it is now included in the rental rate to help further improve the service we provide.