Rosebud: Playa / Películas / Aguas termales / Bodegas / Golf

I’m very sorry your stay didn’t meet expectations or the standard we aim to provide. While the extreme weather during 4 of your 5 days likely impacted your experience, I’d like to address your concerns directly, particularly as this is our first negative review. The gas log fire is an older model, and clear instructions are provided in our YouTube “Important Information” video. As this wasn’t viewed and we weren’t contacted, we weren’t able to assist with a simple fix. The front porch security light does have a switch beside the entrance door, so could have been turned off if it was an issue staying on over night. As there were no photos of the bathroom shower issues and my cleaner provides photos of all bedrooms and bathrooms after each clean - I'm unsure what needed attention here. The “play room” is described as a Games Shed/Shack, with a little pool table that converts to table tennis. You didn’t notify us that the cue tips had come off—spares are kept in the kitchen utility drawer. The damage mentioned was limited to small dents on the white ball, likely from use without tips, and could have been resolved immediately had we been informed. Regarding the items described as “old junk,” these are intentionally provided for families and include a beach trolley, boogie boards, skim board, esky, beach tent, sand toys, and scooters. Many guests find these extremely useful. That said, the area did require tidying, which should have been done by our cleaner—this has now been addressed. The wind and bad weather did not help with the leaves that had blown in. The bougainvillea growing through the shed roof is fast-growing and is cut back regularly. It was temporarily left as it was in bloom, with lovely purple flowers; as my cleaner suggested ‘everyone likes an indoor plant’ 😉 we have since cut it all the way back again and won’t make this mistake in the future. In relation to the stairs, I’m confused why you wouldn’t notify us immediately if they were a ‘death trap’? Staying and using them for 5 days. Also, then exposing future guests to such dangerous stairs until your review came through and we realised the concern? Following your review, they were inspected and confirmed to be safe, although a cracked tread has been identified and is now scheduled for replacement. Thank you for bringing this to our attention. Finally, you are correct that the rusted armchair and mould-affected cushion were not up to standard. This seating area is not part of the main or secondary undercover outdoor spaces and is therefore exposed to the elements; however it should still meet expectations. The cushion has been replaced and the chair restored—thank you for highlighting this. In future, we encourage you to communicate any concerns with your host during your stay so they can be addressed promptly. This allows for the opportunity to resolve issues and could have resulted in you enjoying your stay rather than finding every possible flaw with the accommodation.