Thank you for your feedback. We are sorry the property did not meet with your expectations and would like to take this opportunity to apologise for and to address some of the issues you experienced during your stay. Most of these points of course we spoke about whilst you were at Silverlake, so we're a little surprised to read them here again.
The dining chairs that you've noted, we did of course mentioned were already in the process of being upholstered and would be delivered to the property as soon as they had been completed.
We've not had complaints about the mattresses in this property before, but we immediately organised mattress toppers to be delivered to the property that day. There are a few points here that were never raised in our discussions during your stay, and we would always encourage our guests to let us know of anything in their properties that they are unhappy with so we can look to resolve as quickly as possible. We shall of course inform the owner of the property of your feedback so that we can work to improve the standards of BV02-03.
We were slightly confused regarding your comments around cleanliness as having spoken to other members of your party they told us that they were impressed with our cleaning standards. We also have noted that we attended the property during your stay to remove excess cobwebs from the exterior of the property. Whilst we complete regular exterior de-cobwebbing across the Estate, due to the nature of Silverlake being a built in a nature reserve there are of course many elements of wildlife that always finds away to reclaim lost territory.
We do appreciate your feedback and highlighting these issues will enable us to continue to work with the property owner and improve our service and product standards. We also do hope that you will consider returning someday so you can take advantage of the discount we gave you in addition to the complimentary food and beverage vouchers used during your stay, and give us a second opportunity for an improved experience.
