Georgian House in Central London

Dear Thomas, Thank you for choosing our house and for your feedback, we are very sorry that you experienced a one off leak in the house that had never happened before. Unfortunately it went on to the carpet causing the bad smell that you mentioned. As I said, it was a one off occurrence which just happened a day before you moved in. As soon as you reported it to us we immediately purchased a machine to dry the carpet and fixed the leak straight away which you witnessed yourself. Also we used a dryer and a dehumidifier. This never happened before, however it can take time for a leak to dry despite our best efforts. Nevertheless the leak is now completely gone and the house is dry now and the kitchen has been rectified as well. Our most current review can confirm that the house is dry and there are no other previous reviews reporting a musty smell, in fact all reviews say that the house is clean and tidy and how happy our guests have been with our accommodation since we started renting the house. Everything has been corrected as we take pride in providing the best service to our customers. As you can see we are very attentive and proactive with all guests and go above and beyond to please our customers.

Hi Paula, Thank you for your feedback. We take pride in maintaining a high standard of cleanliness and guest experience, so we’re truly sorry that you feel this way. When we handed over the property to you at your arrival , everything was in perfect order, and you confirmed that the house was very clean. In fact, you initially expressed happiness and satisfaction with the property, which makes your later concerns even more surprising to us. From the very first night, you requested a 25% reduction due to your concerns. Despite this, we immediately offered to send our cleaning team the next day at 10 am to address any issues. However, we have a message from you clearly stating that you did not want anyone to come, which we fully respected. The following day, you mentioned via Vrbo messages that you had waited for us at 10 a.m. and expressed disappointment — this was quite confusing given your earlier request for privacy. Regarding the security and storage room, the individual you saw was accessing that designated space, which is not part of the guest area. Please rest assured that guest safety and privacy are always our priority. As for the heating, we provide additional heaters for guests’ comfort during colder months, and we’re always happy to address any maintenance issues when they are brought to our attention. What was even more shocking was that after threatening to call your credit card company, you reached out to Vrbo, and their team — specifically a representative named Suret — called us, stating that if we didn’t agree to refund you 25%, you would damage our account. We have proof of this communication, which we find extremely concerning and unfair. We truly value all feedback as it helps us improve. However, given the conflicting messages and your continued request for a reduction despite our willingness to resolve the situation, we feel it’s important to clarify the situation from our side. And you can see our really good reviews before and after your arrival. Thank you again, and we wish you all the best in your future travels. Best regards, Judith