Dear Fleur,
We’re sorry to hear your stay didn’t meet expectations and regret any discomfort you experienced. We take guest feedback seriously and always aim to address any concerns promptly and fairly.
You mentioned being affected by the bed quality to the point of requiring prescription medication, which did come as a surprise, as this hasn’t been raised in previous reviews.
Regarding the furniture, the property is typically chosen for its location and relaxed style. While we provided a mattress topper during your stay, we do understand that comfort is a personal experience.
In relation to your compensation request — given the scale of what was being asked — we requested a single form of basic confirmation that the medication had been purchased locally (for example, a receipt or online transaction). We understood this might not be available physically, but unfortunately, nothing was provided. A photo of the medication alone, without supporting context, doesn’t allow us to process a claim of that nature. We always aim to be fair where appropriate and when reasonable evidence is provided.
Thank you also for raising the bathroom leak. We’ve already investigated and are continuing to follow up with the upstairs tenant to help bring this to resolution.
