Hi,

I am sorry you were unhappy with some aspects of your stay with us and I thank you for taking the time to provide feedback. I agree it would be unacceptable for a staff member to complain about a guest making a legitimate complaint and clearly a faulty fridge is just that. The staff member concerned indicated she believed she was merely describing the problem to our on-call manager, to seek advice on solving the problem. She never intended to complain about you and I apologise if it came across that way. I am glad to hear the fridge ended up working and thank you for working with us to find a suitable solution.

The website you booked on clearly states there is no housekeeping service on Public Holidays and you would be aware that the date in question was 1 January - New Year's Day public holiday. A letter was also provided on check-in to all guests during that period, outlining the housekeeping schedule for the New Year's holiday period, as well as detailing that extra towels and provisions had been provided in the apartment on the day prior to the Public Holiday. You would have seen a housekeeping staff member working on 1 January to prepare arrival apartments for check-in guests. With regards to the rubbish chute, they do not have lockable doors, so I am unsure of the confusion with that. Nevertheless, I understand our Reception staff member offered to dispose of your rubbish for you.

You requested Queen+King bedding configuration. The King bed in your apartment is called a king-split bed. Rest assured that when made up as a king, it is zipped securely together and would never be just pushed together.

We pride ourselves on our excellent customer service and I hope you may reconsider staying with us again, giving us the opportunity to provide you with a more enjoyable stay. Please feel free to contact me if you choose to return and I will personally oversee your booking.

Kind regards,

Catherine Mapperson
Owner
Quest on Dorcas