Thank you for taking the time to share your feedback with ourselves and the owners of the property following your stay over Christmas. Regrettably we have no record of receiving an email from yourselves with this feedback.
We are very disappointed and surprised to receive your comments as Rush House is a very popular property with the majority of our guests, receiving an average 4.7* from reviews over the last 12 months. We are sorry that this was not your experience.
The owners of Rush House are delighted that you thought it was a lovely house with great décor. They have confirmed to us that they tried to make contact with your party on a number of occasions throughout your stay, without success, and they are saddened that you weren’t able to get as much out of the house as you would have, if they’d been able to speak with you.
They have taken on board your feedback and have responded to each of your points, as below -
1.We think the description on the Best of Suffolk website is accurate, it is a house that is at its best when the facilities are used well – particularly cooking to enable the energy generated to be reused during the stay. 2.Although this is first time anyone’s mentioned the visibility of the WIFI code, the guests have a good point, and we thank them for it. The router is very visible – next to the TV – but the password is in quite small writing. We’ll ensure that the welcome file has it in larger lettering.
3.This is the first time anyone has not been able to turn on the oven and we will also add that to the welcome file. Our housekeeper did alert us to this and we tried to ring the guest on a number of occasions and left voicemails, after we received a message from the housekeeper. We also leave our number in the welcome file and would happily have explained how to turn the heat up and how to use the oven.
4.As referenced, the welcome file does explain how to manage the house to Passivhaus principles as it does not use a conventional central heating system. We did call the guests but they did not call back. We would have explained how to get the optimum balance of heat and ventilation. Moreover, the way the thermostats for the two bathrooms’ underfloor heaters work is quite intuitive and it is an effective way of making the house warmer.
5.We have provided supplementary heating to enable occupants to have an alternative quick way of warming individual rooms and this in turn would circulate around the house. The fan heater is very straightforward and left out in a conspicuous place. We used it before and since this letting and found no fault. However, we did find when we last used it had been adjusted to the ‘cool’ setting.
6.The poor phone reception is sadly something outside of our control. You can link the phone to the Wi-Fi within the property as a way of solving that.
7.We now have a water softener fitted – it was arranged a couple of months ago and fitted last week while we were there. However, there’s nothing wrong with the unfiltered water and we’ve never had any complaints about it before. We just like to advise our guests that the house is located in an area of hard water in case they were used to softer water.
8.We only renewed the batteries in the TV remotes a month or so ago. Therefore, it is surprising they needed replacing again. There are spares in the kitchen drawer we will ensure this is highlighted in the welcome file.
9.We are almost 100% sure there were tea towels as we did most of the house prep ourselves with a double check before the let by our housekeeper. They are located on a stand to the right of the cooker. If they weren’t there, we’re very sorry.”
Kind regards,
Rebecca Keeble
Best of Suffolk Customer Care team
