Response on behalf of the owner:
I am very sorry that you did not enjoy your holiday as much as you had hoped. I am also very surprised, as, despite chatting with you on a number of occasions during the week and again when saying goodbye, you gave no indication whatsoever of any problems or concerns. We accept some of the points made, but others are simply not true. There are no lists of offensive instructions, neither are there any threats of retribution. The two polite notices on display are supplied by Hoseasons and are standard issue in self catering holiday properties, they could in no way be considered offensive. In addition, there is a polite note from myself explaining that the soft close toilet seat needs to be allowed to close softly, so as not to loosen the hinges. This has obviously happened in this instance. The seat had been fitted correctly, but if it had come loose, had we just been informed, we would have dealt with it immediately. Our priority is the well being of our guests and any maintenance needs brought to our attention are dealt with promptly, we do not expect guests to deal with maintenance issues themselves. The soft close toilet seat has now been replaced with a non soft close seat and the note has been removed. As the glass in the patio doors extends from floor to ceiling, the net curtain is a safety requirement of our agency. Most guests simply push this to one side when using this entrance and we are happy for them to do so. The door mat extends to the full with of the sliding patio door and is of ample size to step onto, thus protecting the teal carpet. The cream upholstery is both removable and washable and so guests with pets need have no concerns about us being able to keep them clean. We do not have a porch at the front or the rear of the property, the available space does not allow for them. In inclement weather, we would normally ask guests to use the back door where there is a thick coconut mat, a wall mounted coat rack and dog towels positioned just inside the door. This is the highlands, it rains sometimes, guests arriving home in wet clothes is not an issue for us and we always give reassurances that it ought not be an issue for them either. The distance between the inside of the bottom of the bath to the ceiling is 5'8" and the shower hose, when removed from its bracket, is long enough to comfortably reach the bottom of the bath. We appreciate that the reduced ceiling height is awkward for taller folk, but would like to remind guests that as there is a constant supply of hot water, plenty of bubble bath provided and a plug. then the bath provides an acceptable and suitable alternative to the shower. The front and back gardens are completely secure and dogs are welcome to play in both. Our own dogs are exercised outwith the garden and any mess which rarely occurs within the garden is always cleaned up. If, on this occasion, it was not dealt with immediately, as would normally be the case, we can only apologise. We would like to stress that this is very much the exception and not the rule. We welcome our canine guests, it is important to us that they, in addition to their owners, enjoy their holiday. We offer breed appropriate baskets, bedding and towels. We provide food and water bowls and always fill the water bowl prior to arrival as dogs often arrive thirsty after their long journey. We provide poop bags, dog biscuits, tick removers and a collar tag engraved with our name and telephone number as a precaution should any pets go astray - unlikely, but not unheard of. We provide details of the nearest veterinary surgery. Last, but not least, we provide a pet sitting service by arrangement should guests wish to visit places/take trips where dogs are not allowed and we are happy to feed and walk them whilst in our care. We make no charge for this service. We consider ourselves to be very dog friendly and consider the accusation of being merely dog tolerant to be both wrong and unfair. Closing the wrought iron side gate is a simple matter of hooking the chain over the bracket on the wall. We do have plans to replace the flooring in the kitchen and to refurbish the lounge, but, as we have bookings from now until early December, this will have to wait until the quieter, winter months. When welcoming guests to The Holt, the last thing we say before leaving them to make themselves at home and to enjoy their holiday, is to say that, if there is anything at all they need, anything they wish to ask, or if they have any concerns, then we are just next door, and not to hesitate to let us know. Our guests enjoyment of their holiday and their accommodation is of paramount importance to us and we welcome feedback from them as it enables us to constantly improve the service we provide. We are very friendly and approachable and would far rather guests voiced any concerns during their stay, rather than wait until they return home, as then it is too late for us to help put things right. We would encourage anyone considering booking The Holt to read the very many positive comments we have received in order to gain a fair and balanced impression of what The Holt has to offer in terms of accommodation and we have to offer as hosts. Thank you - we look forward to welcoming you.