Respuesta de Danelle:
Dear Sam & Harry,
Thank you for the time to review our cottage.
Thank you for the compliments with regards to "The apartment itself was comfortable and well equipped, there all the basic ammenities including towels, shampoo/conditioner, cooking equipment etc. There was also fast wifi and good hot water."
I fined it very interesting how shortly after we accommodated your early check-in and you received all these "petty rules" you actually mentioned that you want to extend your stay to 3 nights as you made a mistake when booking, but sadly we could not accommodate this request as we were already booked.
I would like to shed light on what exactly we offer at the cottage so that clients can decide for themselves if we "under deliver".
I have personally stayed at multiple establishments, hotels and self-catering and has never come across another self-catering establishment that offers what we do.
As amenities was mentioned above I would like to point out on that the cottage is booked as self-catering - thus technically we are under no obligation to provide any amenities what so ever - you booked for 2 nights, we provided 2 rolls of toilet paper, 3 different types of teas (at least 4 of each), a packet of Jacobs Kronung Coffee which cleary states on the sealed packet "enough for 22 cups" (which is more than sufficient for a 2 night stay for 2) - white sugar, brown sugar and 2 x 3 in 1 Coffee sachets. 500 ml of milk, 1.5 litre Sparkling water, 1.5 litre Still water. Bottle of wine - which is suppose to be nice surprise for our guests - sadly no longer.
Olive oil, salt, pepper, napkins (paper and cloth), hand towel roll.
We supply washing powder, fabric softner, bleach.
We truly regret that you felt that the above mentioned was not enough for a 2 night stay in a self-catering establishment.
As for the "long list of rules" when you make the booking these no visitors, no students, no children, no family" is one of our house rules, which has to be accepted before booking can be made thus you were well aware of this prior to arrival.
We unfortunately have the same rule as most professional self-catering establishments.
We have this rule to ensure that we do not have clients booking for 2 and having a party with more people damaging our property and causing an disturbance for our neighbours. It's actually and unspoken rule in the proffessional industry that sometimes needs to be highlighted.
We just want to ensure that our establishment stays in good nick for our all our future guests.
With regards to the kind note on left on the pillow to kindly remove make-up, sun tan lotion before going to bed......we have had clients damaging linen with these items and as we were unable to remove stains and replacement was required (which would be for the guests account), we just want to avoid this.
We would actually like to believe that clients will respect our property as they would do in their own home, but sometimes people are not all the same.
Firewood....we actually do not even have to supply any as a self-catering establishment. We placed an amount inside which other guests use for their 1st burning, normally buying the rest themselves.
We actually had a large quantity outside under the roof which we have no proof if you used any of this during the time you made fire inside or when you made a braai.
Requesting credit card details on arrival for cover damages is standard at proffessionally run self-catering establishments in South Africa, most establishments (Hotel, B&B and SC) also request a copy of your passport.
Some establishments request an upfront paid cash security deposit which is only returned after your departure....this we see as an additional inconvenience as most of the time there is no damages.
We have been running our cottage for 10 years and we have never been accussed of have providing a "petty and ungenerous" service....otherwise we would not have had repeat guests for more than 5 years.
We deeply regret that we offered you a "sour" experience, perhaps next time spend more time reading all the information on the establishments or ask questions before making an instant booking to ensure it lives up to your expectations.
All the best for your future travels.
Sadly it seem like when nothing can be faulted guests gets petty.