Unfortunately we never met Jeanette & Peter as we were in Sri Lanka on holiday for the duration of their stay. No problem, we organise "business sitters" to look after our six accommodation options on Mount Hobson when we are not at home.
We have no reason to believe that the rooms were not prepared to our normal standard whilst we were on holiday but acknowledge that this may be the case.
Jeanette and Peter booked last minute for 8 nights at a special discounted rate. We received a message that their plans had changed insisting on a full refund for 4 nights. We asked them to log in to Airbnb to cancel the nights not required due to their change of plans.
Alternatively, they could have cancelled on arrival.
As the nights were not cancelled, we were left guessing about their plans and could not list with multiple agencies to secure alternative bookings to facilitate a refund.
I believe the review is somewhat unfair and probably tarnished by their expectation to receive a refund for part of their stay even though they failed to communicate their change plans.
We caught up with trimming the pathway plants immediately upon our return - unfortunately we did not explain this to the couple looking after our business. This could have been mentioned to Chris (looking after our business) as it was a five minute job to trim the plants.
The kitchenette is intended for occasional food preparation and cooking. The modern facilities are as shown on the listing. There is a powerful extraction fan and good lighting
Our house rules ask guests to clean up on departure or we charge for excessive clean up an NZ$30 per hour. Clean up time was in excess of 3 hours but no charge requested.
At about $95 per night for a 45m2 spacious apartment the feedback we receive from guests is that this budget accommodation is excellent value for money in a great location.
Unfortunately guests did not reply to messages through Airbnb during their stay. We have a contract cleaner available to call out to address any cleaning issues. We have a contract garden maintenance person to address any gardening work.
In our 10 years hosting experience, it's better to communicate any issues that may arise (either on arrival or during a stay) so that these can usually be addressed.