Apologies for not receiving your communication via Airbnb after you arrived at the cottage - I hadn't realised until today that the app was turned off on my mobile phone which meant I received no notification that you'd sent any messages. I was away during your stay & have just returned but was available by telephone. Had I received your message regarding the bed, the towel and tissue, I would have responded immediately and arranged for somebody to pop around to rectify these issues straight away. We leave 2 x mobile phone numbers and an office number for guests, as well as instructions to call us if there are any problems yet we received two messages through Airbnb which didn't reach us as they should have (my fault for not realising notifications were turned off).
We pride ourselves on communicating with guests...we're usually very good at this...however we feel a telephone call or text to any of the numbers provided in the guest information folder would have been the best option in order for us to have been able to respond appropriately. Whilst one message did inform us of the issues, the other message thanked us for the home made cake and that (other than the tissue & towel), everything was great!
In an original message, you informed us you would be bringing a travel cot of your own and so apologies for our travel cot being dusty...had you informed us you would be using the one at the cottage, we would have made sure it was dust free.
Whilst mistakes can happen, it’s disappointing for us that the cleaning team missed a used towel on the back of a door and a tissue under a bed and we have discussed the need for double checking a cottage before guests arrive...this would usually happen but I appreciate we all need a reminder from time to time. This is a rare occurrence and I hope this doesn’t put future guests off booking with us. We are a small family run business where guests are our priority. We expect guests to arrive at a cottage and be able to contact us whenever they need to if there are any problems. We have a team of people who can assist us with a number of situations and it is rare for guests to be unhappy. Andy Smith, Honeypot Cottages, Chipping Campden.