Response on behalf of the owner.
The cottage accommodates 6 people of which we ensure there is sufficient cutlery/crockery for this number of people, items do get broken quite frequently by guests of which we have to replace, to avoid increasing tariffs to customers, we may from time to time replace the broken item rather than the whole dinner set, hence it may not all match.
The cooker, fridge and other equipment are all inspected and passed as adequate for the cottage. We can supply table top freezers as additional if we had been made aware this was required. Sorry but we do not provide bread bins and if we were made aware the cafetiere was broken, this would have been replaced immediately.
The brush and bucket are stored within the cupboard under the sink, not the crockery cupboard? With regards to the bedrooms, wardrobes, we have never received any complaints regarding the storage space within this cottage and where the beds are situated, headboards are not supplied on all beds as requested through feedback from past guests. Mirrors in bedrooms are not part of our inventory but they are supplied in all bathrooms.
The cutlery is supplied from a well know supplier of which it is of good quality and we have never had no complaints prior. We state that we do not supply condiments as the cottages are let as "self-catering" we do however supply all towels/swimming towels, washing up liquid, kitchen rolls, toilet rolls and tea towels which a lot of other self-catering accommodation do not offer at no extra cost as we do.
The Electric fire, this was working prior to arrival and was tested, this is not the only means of heating as the cottage is fully central heated and have open fires of which fuel can be purchased locally if you would like to use the open fire. We were not aware of a broken TV remote and will look into this and also the broken dustpan and brush.
We are situated in an ideal location to access north Yorkshire moors, the coast, York City; we are also on a local bus route which operates every 30 minutes. The A64 can be busy during peak times and it is sometimes easier to turn left coming out of the cottage entrance and detour through the village of Flaxton/Claxton rather than giving way to turn right on to the A64 to York. The cottages are set back some distance from the road and we have never had a single complaint in the years we have been open with regards to noise from the road. In fact, many guests have commented how quiet and peaceful the site is!
The indoor pool has safety matting around to avoid accidents and slips, we are very pleased to say that we have not had any accidents within the pool from slipping etc. and the safety mat has been a major factor of this. Had we fitted a tiled floor, I am certain we would have experienced accidents when children are running excitedly around the pool.
In closing, I would just like to say we are very sorry that the customer was not fully satisfied with their accommodation, we had not been approached by the customer at any point during their stay to advise of these points, had we been contacted, we would have endeavoured to resolve the said comments to ensure the customers stay was as expected.