Avis 3 WISE MONKEYS, MANSFIELD

Thank you for your feedback.. We take all feedback seriously and we do our best to provide a beautiful property for all guests to enjoy. It was disappointing that you felt that our management of the property was not adequate. I understand that the communications leading up to your stay were at times rattled. Your original request to stay had you arriving on the Saturday and we had other guests leaving that morning. When the previous guests changed their booking to leave a day earlier than planned, I contacted you to say that you could stay on the Friday night if you were interested. I offered you a discounted price and I didn't hear any confirmation from you for quite some time which was loser until close to your stay date. You then offered me a counter offer which was hundreds of dollars less than what I had quoted you. I then declined your offer. You also asked for an early check in which I explained to you that I could not guarantee an early check in but would do our best to get you in asap. With my best intentions in mind I said that an early check (if possible) would be no earlier than 12 noon. We did discuss the possibility of an early check in and I reiterated that I would not be in a position to confirm an early check in opportunity until the day of arrival, as it depends on departing guests and cleaning schedules. I understand that you have judged my communications as conflicting but I would suggest it was more not in agreeanace to your demands. I am not prepared to be bullied into unreasonable demands by any guest. Our pricing is for us to determine and our check in time has always been 3pm and our check out time has always been 10am. As it turned out you were granted an early check in of 12noon which was the best outcome we could offer you on the day. I don't see this as conflicting I see this as exceeding expectations and trying to do our best to cater to your requirements. Prior to arrival all guests are sent an email with check in details and property information. This information does specify our expectations that all guests should leave the property in a tidy manner which includes removing rubbish to bins and clearing used dishes before departure. We also ask that guests turn heating off and close doors when departing. Whilst this may seem obvious to some others have been known not to consider such simple tasks. Other rules include no pets, no smoking, no glass in pool area, keep pool gates closed. We do not believe these rules are excessive they are just common courtesy and show respect for our property and guest safe The terms and conditions also state that the pool is NOT is service in the winter months and we do not provide firewood for guests. In the winter months we do tend to find that there may be the odd frog in the pool. Unfortunately this is hard to avoid when the property is located in a rural area and frogs live in the area. I was sorry to hear that the cleaners had overseen some lolly wrappers and lost sock. I'll make sure I chat to them about checking under all beds and the BBQ. We provide guests with reusable BBQ mats that can be washed and reused. We do rely on the previous guests dong the right thing and I apologize if the cleaners overlooked checking the BBQ mats. I'm also sorry to hear that you found the property dusty. I have never known it to be a dusty property indoors although at times we can have dust storms that can affect the outdoor entertaining areas. Please accept my sincere apology as this was obviously concerning for you. You did have two extra guests in your group and we did endeavor to accommodate them comfortably. I have checked the rollaway beds that we provided you. One was recently purchased and the other I have now disposed of as I agree it was not ideal. Thank you for alerting me to this. I will make sure I purchase another so that this is not an issue for any guests requiring this service in the future. It was unfortunate that this experience was disappointing for all.

Hi Kellianne, I am glad to hear toy enjoyed your stay. However, I am sorry that your perception of the house was smaller than you expected. The land size is what we advertise and we feel that the photos are true and correct. I am also sorry that you felt the kitchen was lacking in cleanliness. I will contact you via email to get specifics so that I can follow this up with our cleaner. Your feedback is much appreciated. Kind regards Narelle