Thank you for your feedback - we always take it very seriously and it is a great help to have such a detailed description from you. I wanted to take the time to respond personally as I have been to stay at the property myself recently for a week.
In response to your points I can confirm the following from my experience and the description from the website:
- We do not describe the property as the "ultimate luxury" chateau. I do not know where you have seen that. Having said that I personally feel that it's a wonderful place that represents fantastic value for money. In the peak season it only costs £42 per person per night and the standard of accommodation far exceeds this price point.
- In respect of the curtains, the electricity, the towels and the crockery - we will be following this up with the owner and will have a full response in due course. From the sounds of it you were let down badly in this respect.
- We will raise the issue of the water tank with the owner. This was not a problem that I picked up on during my stay but if the tank is insufficient it should be upgraded.
- The beach is private to the occupants of the chateau, as described on the website, if other people gained access then they were trespassing - this is another issue we will raise with the owner so that she can contact the appropriate authorities. This is a new problem as during my stay we were the only ones on the beach with the exception of one morning when the neighbours were also there.
- There is no claim on the website that the property is suitable for the elderly and it is specifically mentioned that there is no ground floor bedroom. The loose handrail will be looked at by the owner before the next rental goes ahead.
- I completely agree that it is not appropriate for the owner to send tradesmen in to the house on your holiday. We will be raising this issue to make sure it never happens again.
- The small pool is mentioned in the property description on the site. It's really only suitable for kids to splash around in but this was made very clear prior to booking.
- I can confirm that I am one of the founders of the company and I spent a lovely week at the chateau with friends so I do dispute the accusation that we do not instigate the necessary property research. Indeed we will only recommend properties that have been personally inspected by one of the team.
Notwithstanding, clearly there were a number of issues that you experienced that were sub-standard and as such we would like to offer you a 20% discount from a future holiday with us. In addition we will lay on a champagne reception for your arrival. I hope this goes some way to making up for your disappointing holiday experience.
Sincerely Yours, Oliver Bell - Co-founder.
