Hi Louise,
Thank you for your detailed review and for choosing to stay with us. I’m glad to hear that the property met your needs in size and amenities, and I appreciate your positive comments on our responsiveness and quick resolution of the maintenance issues.
We strive to provide a comfortable stay for every guest, and I apologize for the areas where we fell short. I’m sorry the pool heating didn’t meet expectations – we will assess this to ensure the heater is working at full capacity. I’ve also addressed your concerns about cleanliness with our cleaning team to make sure our standards are upheld. Please be assured we are reinforcing protocol with our staff to prevent early entry in the future.
Regarding the cancellation policy, I understand the disappointment, especially given the unique circumstances. Like most vacation rentals, we rely on our policies to provide a balance for our guests and our business. I appreciate your understanding, and we’re always open to discussing booking options or adjustments in advance.
Thank you again for your feedback – it helps us to continue improving for future guests.
Andrew
Calabay Gold