Submitted: January 14, 2013
Stayed: October 2012
After having stayed at your property this past November, we reread the reviews posted on the VRBO website and can see that nothing has been posted since July of 2011...perhaps you have let the cottage "go" over the past several months. We don't disagree that the location is ideal and we really liked your little neighbourhood. The issue was with the cleanliness of the place and the state of the towels, pillows, furniture, blinds etc. It's unfortunate that the cottage had not been cleaned when we arrived but mistakes happen and your cleaning lady did leave it in a clean condition when we returned from dinner on the 30th. We weren't expecting luxury accommodation but for the price we were paying per night, we didn't expect what we found either.
The windows were filthy which was too bad as the sun was shining through them every day. The carpets were stained as were the sofa and seats in the living room. The towels were incredibly worn. Your cleaning lady had thrown all the dirty towels that were left when we arrived into the washing machine and then the dryer and, when we discovered them a couple of days into the stay, we used these ones as they at least had some absorbency. There was one decent pillow and we ended up buying one for my daughter to use. The window boxes could have been welcoming but they were desperately in need of water and tending as they were full of windfall from the tree in the front yard. The back yard was in the same state. Once your handy man adjusted the cycle for the hot tub, I could sleep through the night in the back bedroom but the first couple of nights the din of the circulating pump was very annoying. You really do need to invest in new blinds for the bedrooms as the ones that you have don't cover the windows which is most uncomfortable when going to bed at night. There also wasn't a decent reading light in the place.
The coffee machine worked and we appreciated the internet connection. All in all, with a little care and attention, your cottage could have been something special. As it is, we most certainly did not feel that we got value for our money and would not recommend this accommodation to others.
Owner's Response: We are very sad to receive our guest's review of our home in St. Helena. I communicated several times with her prior to her stay, answering her many concerns. We've had many guests, including many repeat guests, staying at our home prior and after this guest's visit with us and we receive cards and letters telling us how wonderful their stay had been. We reviewed each item our guest complained about and assure our present and future guests that we take the cleanliness of our home very seriously and strive to give each guest a pleasant and clean experience. Upon her complaint that the automatic pump in the spa came on during the night, I immediatly had it changed to a different time. I spoke to this guest several times at the beginning of her stay and offered her a full refund if she would like to move to other accommodations. She did not return my call, nor did she take me up on the offer of a full refund to take accommodations elsewhere.
I am very proud to say that we have had many guests at our home with a great experience. I am very saddened of this guest's harsh words of our beautiful St. Helena Cottage.
Helpful votes: 1/2
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