Away By The Bay- beach front- Ducted Heating/cooling

Hi Andrea Thank you for your review. Due to being Peak season all check ins are usually 3pm as we require adequate time to change over a home after the previous guest vacate to ensure the house is clean and well presented for the next guest arrival. At no time from the time of the booking process to the day of check in did you contact me requesting an early check in or contact me for any assistance apart from arrival day at 2:40pm when you were having trouble locating you check in details and sent me a very abrupt text message which I responded with a screen shot of your arrival details with a message "Hi Andrea please find attached many thanks." Your previous and only email to this was on the same day asking for these instructions again saying arriving 3pm? Previous to this I had sent you, a long list of things to do in the area so you could plan your holiday, I also send you another email a few days prior to check in explaining what we supply at the home and local activities that are currently on in the area so you could be fully prepared for your holiday. I'm not sure what other communications you would have liked from me as I went over and above to ensure you had adequate information for your holiday and so you could make the most of events that were on that you may not have been aware of. Given there was practically no communication from you at all and I never had any responses to any of my emails and no communication from you during your stay at all I am not sure how this makes me unwelcoming and not friendly>? If not messaging you to offer an early check in makes me unwelcoming I am sorry you feel this way however given your only communication was to state your arrival time was 3pm then there was no need to contact you if the girls finished 10 minutes earlier as I was not tracking the clean on this property on the day.

Hi Natalie Thank you for your review. All your emails were responded to on the day you sent them. Unfortunately, you did not get the responses you had hoped for as you wanted to extend your stay a night however the night was not available as another guest had booked it. You then requested to arrive early which unfortunately was not possible as we had guest departing that day which I had already made you aware of weeks prior. You then wanted to cancel your trip because you couldn't arrive early which unfortunately, we could not offer you penalty free on such short notice which clearly made you upset and frustrated. Stating my communication was poor based upon not getting the responses you wanted is a little bit misleading and disappointing. It is a shame we can't attach screenshots to our responses.