We moved this guest from one cottage to another. My big sin was that I didn’t notify the guest of the change, and I apologise for that. In her enquiry she stated that they were 4 guests and The Rondawel is perfect for 4. Besides, The African Cottage ( the bigger one) was already booked by a returning guest. In my conversations with Aashni I explained the situation and that The Rondawel is a very special cottage. She was not happy as she intended bringing more people in for the weekend ( which she did not pay for!) She also got a drastically reduced rate! We offered to supply a Eurobed, extra bedding etc at NO extra cost - but that was still not good enough! She insisted on a $30 discount (on the already discounted price!) because she was in the smaller cottage! Nothing we did could please her!
And then this review. I was sort of expecting it as the guest was very difficult to deal with. But to say the bedding was dirty is absurd! We send our sheets to a commercial laundry and NEVER put used sheets on beds! The bedding gets washed and the place thoroughly cleaned after every booking! And talk about sheets - the laundry notified us that one of the sheets had been ripped. Coincidence? Don’t think so! We inspected the cottage after they left and could not find dirt anywhere. This was pure revenge! And it is very unfortunate that guests have the power to do this to a business. We have been in the hospitality business for 15 years’ have a TripAdvisor Certificate of Excellence and a very good reputation! I apologise again for not letting the guest know that we have moved her. But the consequent reaction was not necessary. We would not welcome this guest back here, nor recommend her, unfortunately. And by the way, I did call her and left a message. A very unpleasant experience indeed!