Thank you for taking the time to share your feedback about your recent stay. We sincerely apologise that your experience fell short of the standards you’ve come to expect from us over your previous visits, and we deeply regret the issues you encountered.
We take your concerns very seriously, particularly regarding the safety and cleanliness of our accommodation. The discovery of a knife blade in the travel cot is completely unacceptable, and we are thoroughly investigating how this occurred to prevent any similar incidents in the future. The safety of our guests, especially families with young children, is our absolute priority.
Regarding the ant issue, we acknowledge this is a seasonal challenge we face, and while we conduct thorough cleaning and pest control before each arrival, we recognise we need to enhance our preventative measures during peak ant season. We have already implemented additional pest control protocols following your stay.
We are also addressing the maintenance issues you mentioned, including the kitchen cupboards and door repairs. Your feedback has prompted us to conduct a comprehensive property assessment to ensure all accommodations meet our quality standards.
We’re pleased to hear that our team responded promptly to assist you and that our communication prior to your arrival met your expectations. However, we understand that these positive aspects cannot fully compensate for the significant issues you experienced.
As valued returning guests, we would welcome the opportunity to restore your confidence in our service. We would like to make an ex-gratia offer and offer a discount on a future stay. This would allow us to demonstrate our commitment to the quality standards you rightfully expect. There is no time limit on this offer and I only ask that you contact me personally so I can oversea the reservation and offer the best available price.
We genuinely appreciate your loyalty and your constructive feedback, which helps us maintain and improve our standards. We hope you will give us another opportunity to provide you with the exceptional experience you deserve.
Thank you again for your patience and understanding.
Yours sincerely
Tracy Kirton
