Spacious Paihia Dark Sky Retreat with Spa Pool and Fireplace

We’re sorry to hear that the house did not meet all of your expectations. The property is heated throughout with a woodfire, two large heatpumps and panel heaters in each bedroom. The ensuite has a standard tiled floor - we don't have underfloor heating in the bathrooms but this is fairly standard in Paihia as our weather is usually pretty mild! We provide standard-sized bath towels (as well as beach towels and spa pool towels) and standard-sized tea towels, as well as multiple options for drying them either indoors or out (bathroom towel rails, drying racks and a clothesline), so we were surprised to hear that the towels and teatowels were considered inadequate. It was a shame to have heard after the fact that you experienced an issue with the electronic lock. Had we been contacted at the time, we would have been very happy to assist and you would have had immediate access using the backup key.

We’re pleased you enjoyed the house, but we do feel several aspects of this review require clarification for future guests. After checkout, our cleaner immediately tested both the smart lock and all backup keys and confirmed everything was working correctly. The access code was correct, the batteries were functioning normally and the lockbox contained the correct keys, including the front door key. Guests immediately before and after this stay accessed the property without any difficulty. The driveway was uneven in places during your stay (this has since been replaced with a brand new concrete driveway) but at the time it was still regularly accessed without issue by standard 2WD vehicles, tradespeople, trailers, cleaners and the vast majority of guests. We did also advise prior to arrival that we did not recommend bringing very large or low-clearance vehicles to the property; your issues seem to have related to bringing an unusually low vehicle to the property despite this advice. We always do our best to assist guests promptly if they experience difficulties during their stay, however in this case no faults with the property, locks or keys were identified. Given your own comment that “the house was great”, we do not feel the overall score accurately reflects the quality of the accommodation provided.