Avis ATELIER - Stylish Holiday Accommodation with Spa & Fireplace

Hi Kevin, Thank you for raising these issues. I will send through a screen shot to my cleaner and have them seen to ASAP Mike

WOW – guest claims I was rude to them – that’s interesting !!! I’ve been doing this for 12 years and have had many happy guests, with some returning for second and third stays. Please see factual time line below: 18/01/24 @ 8:15am – I sent a detailed (template) information pack to guest through both the Stayz platform and also to the email address they supplied after final payment was made. The information pack contains, the dates, address, keysafe code, WiFi password and emergency contact details should I not be contactable. As well as other useful information, as I get guests from all over the world. 18/02/24 @11:57am – I sent guest the following message through Stayz platform 3 hours prior to their check-in time: Hi there, Your accommodation ATELIER is all ready to go. So, if you arrive in mountains a bit early you can go straight in. Mike 18/02/24 @ 3:09pm Sun - Message came through Stayz platform saying: We are outside your property in a storm without an entry code to your building. Please send it. 18/02/24 @ 3:11pm – I called guest direct to give them the code, so, as to save any delays as they said there was a storm. I just happened to have my phone in hand when this occurred. I looked up their number on Stayz and when I called and said who I was, I was greeted by a very angry person, ‘seeming’ out to impress the person they were with: ‘why weren’t we given the codes, this isn’t good enough, why weren’t we sent the information ? I responded, by saying, rather than yelling at me, why don’t I give you the code and you get inside out of the weather, and I give you a call back within 10 minutes when I can find out what went wrong and why you haven’t got the codes. 18/02/24 @ 3:18pm – I texted the guest with screen shots of the date and time that the information pack which contains, the dates, address, keysafe code, Wifi password etc was sent. 18/02/24 @ 3:19pm – I called the guest back, as I said I’d call them within 10 minutes. Again, angry person on the other end of the phone and denying receiving any messages through Stayz or by email, despite the fact that the information pack is there in black and white on the Stayz site, where they can see it by scrolling up, as it’s just above the message I sent saying they could go in early. After the call ended, I then had a thought !!! So, if the guest didn’t receive the information pack, then how did they know the physical address of the property, and as they were there for 5 nights then how did they use the WiFi unless they did have the information pack in the first place. Oh well, I guess I had to get a guest like this eventually. I'll leave it up to others to judge the above as I can only do my best. Mike