31 Ramsgate Palms

31 Ramsgate Palms 's response

Dear Julia,

Thank you for sharing your feedback. I would like to take a moment to address your concerns and provide some clarification:

Early Check-in: I understand your desire to check in before the standard 14:00 time. While I was in meetings, I made every effort to accommodate your early arrival. Due to back-to-back bookings, the cleaning services were still in progress when you arrived. However, I worked closely with them to ensure you were able to check in ahead of the regular time.

Security Staff: Please note that the security personnel at the gate are employed by the complex, not by me. They are sometimes unavailable at the gate as they may be attending to other duties or taking breaks.

Swimming Pool: The swimming pool is managed by the complex, and I understand your concerns regarding the water quality. Unfortunately, this is outside of my control. I have raised the issue with management, and I appreciate your understanding. Additionally, there are rules and regulations for pool use, and it is important to be mindful of other guests' experiences. I trust you agree that maintaining a respectful environment benefits everyone.

DStv Package: As outlined on the website, the unit is equipped with an Easy View DSTV package, which offers a limited selection of channels. I apologise if this did not meet your expectations.

Couches: The couches are not dirty; they are intentionally covered with throws that complement the unit's decor.

Crack in Lounge Floor: The crack you noticed in the lounge floor is a result of natural building movement, which is common in structures due to environmental factors. Regrettably, this is beyond my control.

Fridge Leak: I personally checked the unit two weeks prior to your stay, and the fridge was functioning properly. Subsequent guests did not report any issues with the fridge, leading me to believe the leak may have occurred due to the fridge door not being fully closed or it being overpacked, which can affect its performance.

Mattress and Bed Bugs: The mattress in the newly renovated room is under one year old, and no prior guest, including the three guests who stayed after you, reported any issues. If you had concerns about the pillows, it would be best to bring your own for future stays.

Ants in the Kitchen: Leaving food out on kitchen counters can attract ants, which is a common occurrence.

Wind and Damage: While I regret the inconvenience caused by the wind, natural weather conditions are beyond my control. I understand this led to damage to some items, but I hope you can appreciate the unpredictability of the environment.

Previous Correspondence: I kindly ask you to refer back to the message you sent after your departure, prior to the couch incident. Your review appears to differ from the feedback you provided at that time, and I would appreciate further clarification.

Thank you again for your feedback. I hope this response provides further clarity, and I remain committed to offering a pleasant experience for all my guests.

Kind regards,
Jennifer
Owner, 31 Ramsgate Palms