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Hi Matt, I'm sorry that you felt that the property was not up to your expectations. Arriving with two dogs that could not be contained and using the cane dining chars out in the rain to keep them on the deck was not a great start. Your party arrived at 3:30pm, spent the entire day on New Years Eve using the facilities including motorised tinny and did not contact the Property Manager until 11pm the next morning. Surely if the property was that bad a call would have been made within the first hour of arriving. All the linen is professionally laundered and the Property Manager pointed out that your dogs (medium and large sized) were jumping all over the beds, linen, pillows and on her as she was there. All windows and doors were open with dogs running around for 20 odd hours would make it very difficult to keep the place clean. Facts: - New washing machine - was not set up properly so is now fixed - Cushions - general wear, tear and marks - all replaced now - bedroom door - user error. Works fine and did for the next guests - Blind in bathroom marked due to moisture in a 'wet area' - to be replaced - Fridge old but clean & functions - worked fine for the next guests but being replaced shortly. The property is professionally cleaned regularly by two cleaners including sanitising. Our latest reviews have all been five stars. We believe that given your booking was over the peak period (New Years Eve/Day) and you stayed there for over 20 hours that a full refund was not warranted. You were offered extra linen, your were offered cleaners to come back in and re-clean even after being there for over 20 hours, a re-location was discussed but with two dogs that was not an option. Interestingly your party managed to find alternative accommodation within 30 mins of meeting with the Property Manager on what you mentioned was one of the busiest holidays of the year. We believe that a two night refund was more than fair given you were there for almost 24 hours.

Thank you Genevieve, so glad you had a lovely stay and enjoyed your celebrations. The location is truly spectacular and we love to share this with our guests. Hope to see you back another time.

Henry and Mandy are a delightful couple, it was such a pleasure to welcome them to our getaway. We hardly noticed anyone had stayed as it was so tidy. Thank you both!

To be clear - The Information/orientation notes were emailed to our guest and we received an acceptance. Our host is available to answer additional questions, in this case the guests did not want to be disturbed, a full canister of gas was available next to the BBQ, the stairs leading to the BBQ are especially designed to be non slip, a full bag of kindling was available in the chest. New towels were purchase and the house was clean and tidy. We look to provide a wonderful experience for our guests and appreciate constructive comments.