Trelbury's On-the-Beach NUEVO MANAGEMENT

Thank you for your review. A refurbishment of the house is currently under way. A new freestanding oven has been installed, there is a new BBQ; new furnishings and other improvements are scheduled.

Thank you Louise for the feedback. Although based in Sydney was able to visit Trelburys last weekend and have already started to address some of the issues raised. (I fixed the gap in the vertical blinds). I am sorry the local lawn contractor hadn't done the job for which he is appointed too, and being rude by him is unacceptable. I regret you experienced this. On your phone call to me re the lawns, I immediately acted and had him do the lawns the very next day, I regret it wasn't completed prior. Kind regards... Stephen

I have just come back from inspecting Trelburys to personally investigate the comments from Janice (I am based in Sydney). The oven is functioning perfectly and it is surprising that the guest was unable to turn two dials to operate it, one to turn the oven function on, the other to set the temperature required. I paid for an electrician go call around on a Sunday (at a premium cost) to have a look at it for her when it was not a real repair issue at all. I spoke to the contract cleaner and there is a decided difference of opinion on what Janice suggests and what the cleaner asserts. I am unable to comment on this. Janice complained there was some dust under one of the beds so I arranged for the cleaner to go back and re clean. The cleaner wasn't too complimentary on how Janice and her partner had left the place. Despite this, her full security bond of $200 was returned. I admit BBQs are problematic as these are located outside. Guests are asked to self clean the BBQ after use as the cleaner on holiday properties do not generally clean outside facilities such as the BBQ. To encourage guests to do the right thing I am considering for the future, to offer an optional BBQ cleaning service to guests at the cost of $100 (which will be deducted from their rental bond) as a disincentive to leave the BBQ in an unclean condition AND to encourage guests to replace the cover over the BBQ when finished in order to protect it from the harsh coastal salt air. Coastal holiday properties like our, located right on the beach, generally replace BBQs every five to six months, however, this of course is not a concern to guests but it does affect the amount of tariff charged to cost recover.

Thank you Margo for your kind words. We try very hard to make all guests feel welcome and at home. You have the record of staying the longest of any guest over the past ten years. Seven weeks and then not wanting to leave is quite a compliment for Trelburys. Thanks again. Stephen

Great you had a good time and the weather was fine for your holiday. Please advise your banking details in order to return your security bond. Thanks. Kind regards... Stephen

Disappointing to read this review especially given my mobile number has been provided in my correspondence yet no one has called. All emails have been properly responded.

In over ten years of successful renting out our beloved beachfront property at Lake Cathie, we have never received anything but praise and high rating from guests. Most of our guests are repeat visitors and are honest. Unfortunately, there are some type of people out there that are, well let me say - scammers. We did receive a phone call from this guest on Saturday on moving in to complain that there was damage to flyscreen at the front of the property and they were unhappy. I immediately contacted Alan our local maintenance man who called around on Sunday morning first thing to effect any repairs that could be done, including anything else they might have been concerned about. The guests sent him away and said "it doesn't matter, it is OK". The next time we heard from the guests was after they had left, leaving behind a mess in the house which caused our otherwise contented housekeeper to complain about the state in which the house was left. I then received a complaint from the guests listing a whole range of things, including a broken window (which wasn't broken when they arrived), and other complaints. These complaints didn't seem of enough concern to ring during their stay but became overwhelming after they left. It is important we have happy guests so we offered them a 15% discount on their next stay. Their response was they wanted 20% cash refund otherwise they would leave a negative comment on this guest review list. We are flexible and reasonable with people but wont be blackmailed. In short, these people were, in my view, scammers - looking to make a quick dollar at our expense. These guests are not the type of people we want staying at our property and have been put on the 'bad tenant' list and their behaviour registered as a defaulting tenant. It is hoped that future Stayz landlord don't entertain these people, as we wont.

Thank you, glad you enjoyed your stay.