Dorothea Illner stayed at our property in Melbourne from April 24 to May 8, 2024. The guest arrived smoothly without any complaints until the front door lock went offline on April 27, 2024. Despite our prompt response to address the issue, including scheduling maintenance, the guest's unavailability caused delays. Eventually, the maintenance was rescheduled for the next day, but the guest had left with the door key, hindering the repair. Subsequently, the guest raised concerns about a plumbing issue, seeking a full reimbursement and threatening legal action. Despite our attempts to resolve the matter per the rental agreement, the guest persisted in their demands and threats, leading to a refund for the remaining nights of their stay.

We're sorry to hear about your experience staying with us. This guest reached out to us about some cleanliness and maintenance concerns during her stay. We acted quickly, offering to send housekeeping and maintenance staff right away and responding to her texts within minutes. She declined both offers. She was upset and demanded a call when our offices were closed for calls, communication is open through our number for texting 24/7. After agreeing on compensation, the guest requested a 50% refund and a larger coffee pot, which we provided to her and processed her refund. Once we addressed these issues, the guest was satisfied and did not raise any further concerns during her stay. She even complimented our responsiveness to the texts. We are disheartened that, despite addressing the concerns, providing compensation, she proceeded to leave a negative review highlighting only the drawbacks, without acknowledging the solutions provided to her during the stay. The issues she mentioned during her stay have been resolved by our housekeeping and maintenance team.

We appreciate your feedback and apologize for the inconveniences you faced during your stay. Our team is addressing the issues mentioned to ensure a more pleasant experience for our future guests. Thank you for bringing these matters to our attention.

We regret any inconvenience you experienced during your stay. Your feedback is incredibly valuable to us, and we are dedicated to addressing these issues to elevate the experience for our future guests. Thank you for bringing this to our attention. We would have greatly appreciated it if you had informed us when the issue occurred, as we would have been more than happy to assist you during your stay. Regrettably, we were only informed of the matter after you had left. Nonetheless, we will promptly take action to address the concerns highlighted in your review.

We are truly sorry to hear about the challenges you faced during your stay. Your experience does not meet the standards we aim to provide, and we understand how these issues can be frustrating. We appreciate your feedback and will take immediate steps to address and improve the situation. Your comfort and satisfaction are important to us, and we hope to have the opportunity to make it right for you in the future. Thank you for bringing these concerns to our attention.

Thank you for your valuable feedback! We sincerely apologize for the cleanliness issues you experienced during your stay. Rest assured, we will promptly address this matter with our housekeeper as it is unacceptable for those details to be overlooked. Furthermore, we will ensure that hand towels are added in her cleaning routine for the convenience of our future guests. Once again, we appreciate your review and sincerely hope to welcome you back soon!

Thank you for your kind words. I am grateful to have you as my guest James. You and your family are amazing. I am here to serve you anytime.

Thank you Nicole, It was an absolute pleasure to host you. One of the best guests I've ever hosted. kind and very tidy. I'd love to host you again in the future.

Thank you Carlos. You and your friends are amazing. You are welcome back anytime!.

Thank you for your kind words. It was a pleasure hosting you. You are a super guest. You treated my house as if it were your own home. You are welcome back anytime in the future.😄

Thank you for choosing to stay in my house. I am glad you enjoyed it. It was a pleasure hosting you. I would love for you and your wonderful family to visit again. You are welcome back!😊

Thank you so much for staying in my house, sharing your experience, and helping others to discover my place. I am glad to hear that you enjoyed your stay here. You and your family were excellent guests. I am grateful for your visit, and you are certainly welcome back.