Response from Ian:
Due to our high volume of guests and back to back bookings, it was a matter of time the washing machine, dryer and TV went. However, we took the responsibility to purchase new equipment to replace the faulty ones which so happens, coincidentally was due to arrive on the day Caz checked in. So as responsible people, we try to get in contact with her to allow us to come in to replace the faulty equipment. So our decision was simple, get in contact with her so that we could come in to replace the faulty equipment to make her stay more enjoyable, or leave it as it is and fix it after Caz checks out, but we chose to try and replace it while she was there. Either option we chose would have had the same outcome, "a complaint" due to faulty equipment, or an interruptive stay. We just chose to do the right thing. In regards to cleaning up after yourself, Yes, those were the house rules. In fact, we never used to charge cleaning fees at all to ensure we remain price competitive which benefits all our guests. Majority of our guests (98%) were happy with this arrangement as they did not have to incur a cleaning fee. However, due to some which were unhappy (2%) about having to clean up after themselves and not wanting to pay the cleaning fee, we have introduced new rules. All bookings that were taken in prior to 6th July 2014, will not be charged with a cleaning fee but will have to clean up after themselves. Bookings taken after 6th July 2014 will incur a cleaning fee so guests will not have to clean up after themselves but will have to pay for cleaning. With us, all we want to do is try and keep EVERY guest happy and ensure they have an enjoyable stay.