Augusta Private Acre Escape in Mount Martha with pool

It was truly our pleasure hosting you. We are so pleased you find our property as comfortable during your stay. Property Mums

Got you. If the property is usually clean, don’t make it sound like the home is generally not maintained. I’d soften it to treat this as an arrival issue, not a normal standard: Thank you for taking the time to share your feedback. We’re pleased to hear you found the house lovely, however we’re very sorry that the presentation on arrival did not meet the standard we expect. The property is regularly cleaned and prepared for each stay, so we are disappointed to hear about the bugs inside the home and the condition of the pool when you arrived. Your comments have been passed on to our housekeeping and property teams for review, including the pool presentation and overall arrival standard. We genuinely appreciate you bringing this to our attention, as it helps us follow up properly and ensure the property is presented at its best for future guests. Property Mums Team

Dear Rand We are surprised to see this feedback, as it stands in stark contrast to the daily, multiple phone conversations our team had with you throughout the week once you departed. To clarify the points raised: The Security Bond: As explained during our numerous phone calls, the 'hold' on your funds is a bank pre-authorization process. Once we release it on our end (which was done promptly), the time it takes to reflect in your account depends entirely on your banking institution. We have no control over bank processing speeds. Communication: Our records show that every call you made to our office was answered by a member of our staff, despite the distressing tone and volume used during those interactions. We pride ourselves on being available, and our logs confirm we were. Property Condition: We take cleanliness seriously. Had any of these issues—such as the pool or lighting—been mentioned during your stay, we would have sent maintenance immediately. This is the first we are hearing of any dissatisfaction regarding the house itself. We only started hearing from you multiple times per day when your bond wasn't released on the day you departed. Safety: The property meets all standard safety requirements. It absolutely can be locked from the inside of the property. You just need to snip the lock. We wish you well Rand, we hope things have settled down for you now. It was obviously a very stressful time for you. All the best The Property Mums Team