SANDS BEACH HOUSE B - beachside/wifi/enclosed garden/outdoor shower

Thank you Marie. You were a great guest and I'd happily welcome you back if you ever wish to stay again.

Thank you Samantha. I so appreciate you taking the time to write about your experience. I hope we can welcome you back some day.

As a host, this was a strange experience. The ‘guest’ did not stay, was reportedly pleasant face to face, but their written interactions were inconsistent, confusing and unpleasant. Unlike most guests, Kristina did not introduce herself nor reply to our welcome message. The first communication I received was a refund request one week before arrival, six weeks after booking - the guest believed the highway to be closed. I assured her our house was unaffected by flooding – the highway and airport were open. The guest subsequently requested, this time via our property manager, a full refund siting issues closer to home. They did not cancel, but arrived 3 hours ahead of usual check-in, which was accommodated. They were at the property approximately 10 minutes, before telling our manager they were not staying and had alternate accommodation. I refunded their cleaning and linen fees as not utilised. A couple of days later, via an aggressively-worded message, the guest asked for a further refund siting health reasons and claiming our manager witnessed their ‘upset’ child and backup from Stayz. Our manager did not see the child and Stayz has not communicated with me, which would be standard. Whether by assumption or otherwise, this guest repeatedly claimed the house should be fully ‘cooled’. I am confident the listing does not, and did not at the time of booking, make such a claim. We do not list AC as a primary amenity. If guests use the search filter for air conditioning (AC) on VRBO/Stayz (as may be done to find a pool or other amenity for example) our house will not be listed as an option. This guest asked for refunds for three different reasons, including a perceived lack of an amenity that had never been offered nor promised. They also claimed the ceiling fans ‘don’t work properly’. I found this surprising as had checked them three weeks prior. Our manager has since inspected the fans and confirmed they are all working. Bureau of Meteorology records show the maximum temperature was 30 degrees the day of check-in, not the 37 degrees claimed. We have a long history of groups enjoying their stays – some returning eight times. This guest was not at the property long enough to experience it in a considered manner. Please utilise the search filter to ensure you find a property well matched to your preferences. This is a place for joy and relaxation and we want our guests to be happy.

Thanks Enza, It makes me really happy to hear you had a great time at our house. Keeping a house near the beach in good shape takes a lot of work so it is lovely to know you got a lot of joy out of staying here. Hopefully we can welcome you again.

Thank you Simone for taking the time to write this review. You've pointed out a lot of things I personally love about the house. We'll happily welcome you back if you ever wish to stay again.

Hi, thanks for providing your thoughts and I hope you had a great long weekend. If you stay again, please call on our property manager, who met you on arrival. He is only a block away and usually quickly responds. I encourage guests to let him know how he can help as soon as possible after arrival so the rest of your stay will be as enjoyable as possible. There should be extra doonas in the wardrobes, but can be easily located/provided from storage if they are needed and have been moved. Again, I hope you enjoyed everything else about your stay and had a safe trip home.

Hi Colin, I'm so pleased that you had a great time at the coast! Thanks for taking care of our house and taking the time to write a review. We happily look forward to the possibility of welcoming you back.

Thanks Suzanne, a pleasure to have you return and fabulous to hear you enjoyed your time. all the best Susan