I'm really grateful for your feedback but a bit surprised by some of your comments. It's so important to me that all guests have a great stay at our house and so we've spent some time reflecting on your review.
When you first enquired about booking I explained that we wouldn't be able to host you as we had guests leaving that day at midday. You said you really wanted to stay so we worked hard to accommodate you and you agreed to a later check in time of 5.30pm, instead of 2pm. This gave enough time to clean and change linen in time for your arrival. It did mean we had to book a cleaner at a cost of £60, so it wasn't possible to also give you a discount. I checked in with you that you still wanted to book under those circumstances and you replied 'No problem, we are still happy to stay'.
Our cleaner was in the house between 12.30 and your arrival at 5pm so I'm not sure why you couldn't get in to leave your luggage. I'm so sorry this meant you had to carry your luggage around - that must have been very difficult - and I also understand that you had had car trouble on the way down which must have made the whole journey very stressful.
We also have a safe key outside the house so have been wondering if we hadn't made that clear enough to you. One lesson we've learned it to make sure that all guests have the code from the moment they book. Having said that, we were in constant communication during your drive down and so I wish I had known that you had a problem with access.
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We didn't get home until gone 4pm so the check out time was super flexible. Again, I think we've learned that communication with our guests is everything.
It would also be really useful for us to know what you mean by 'personal touches'. We really want guests to feel looked after and so, for example, had made sure there were fresh flowers that week. Perhaps you could let us know what else you would have expected as we're keen to do the best job we can.
I'm glad, despite some of the issues you raised, that you enjoyed the house and garden. I hope that if you decide to come back to Hastings we can host you again.