Response on behalf of the Owner; Thank you for your review on Clouds Hill, I will respond to your comments in the order that you made them:
We sent you a full and detailed explanation about why we, regretfully, had to retain some of your security deposit for a replacement sheet and two hours extra cleaning by the housekeeper. Yes you were paying for the rental as everybody who stays there does and when you book the cottage it is in the terms and conditions of all cottages booked through this company that they are to be left in a similar clean and tidy condition to which they are presented to you on arrival - this you failed to do, I also mention this when I hand the property over to you.
The arrival time is specified because we meet you at the property and is clearly stated when you book the cottage, the departure time is 10am, as it is with most properties to give the housekeepers time to turn the cottage around to make it ready for the new guests, you actually arrived an hour before you were due and I let you into the property earlier.
The fact that your children were tired and hungry is not something that we can be held responsible for, they appeared more excited than tired and your son used the bed in the one bedrooms as a trampoline.
There are a few instructions on arrival i.e. how the heating works; how the television works and where to put your rubbish on bin day, none of which anybody has found excessive or difficult to understand in the past, this was not your only greeting as you state, you were also told of places to go with the children, good pubs, walks and where tourist information was situated in the cottage.
I do not understand what you say, that on meeting us, you were fairly sure that your security deposit would not be returned, we are very reluctant to retain any deposits from people and we certainly do not make judgements of our guests on their arrival, but obviously, if the property is damaged or there is any extra cleaning then those costs are chargeable, this is also stated in your terms and conditions when you book.
I don't know who, or how, the blood stains had been left on the bedding but there were quite a lot, not only on both sheets but also on the duvet and bedspread. The bedding had been folded in to conceal this, blood is a biohazard, and you could have left a note for the housekeeper to inform them of its presence so that they were prepared to find it. It appeared that the stains were quite long-standing and certainly not fresh and despite using stain remover, in-wash stain remover and biological washing powder and using the steam program on my washing machine the bottom sheet remained stained and had to be discarded. I managed to get the other stains out after a couple of washes.
As regards the apparent tanning stains, this is what we assumed they were, on the cream towels in the double bedroom, if they were not artificial tan, I apologise but therefore, I do know not know what the brown stains were.
There were lots of hairs in the bath which appeared to be short brown dog hairs, you did have a brown Labrador with you, and the urine soaked towels had been thrown on top of these hairs in the bath, my housekeeper had to put the towels into black bags as the smell was so bad it made her feel sick.
The laundry basket had been used as a rubbish bin, toilet roll inserts, plasters and all the debris were thrown in there despite the fact that there is a waste bin provided in the bathroom. The bathmat is there to be used, we have no problem with that, but, on this occasion it was covered in mud.
Also covered in mud, were the walls and the door inside the porch, which had been newly painted the week before. The inner doorstep had been used as a boot scraper and had many lumps of mud on it despite the fact I supply a metal boot scraper outside by the front door.
Why did your dog get shut in the kitchen? There is no problem with dogs in the property as long as they do not go on the furniture or upstairs and on the beds, yet again this is in your terms and conditions and applies, not just for our cottage, but to all cottages that accommodate dogs. We are a dog friendly cottage and have two large dogs ourselves.
As regards the decor of the cottage, this is a Victorian cottage and is furnished accordingly, there is one Victorian portrait in the lounge, and the others are of a different period.
We have many children and animals stay at the property and rarely have a problem with guests but obviously there is always the exception to the rule, most people at this property and our other holiday cottages, treat them and their contents with respect.
On a final note thank you for the nice note that your children left saying that we were nice people and that they had had a lovely time.