Thanks for your review, especially where you comment that our AirBnb is one of the best you have been to.
We wish to respond to some of the other items you mentioned in your review in the hope to clarify a couple of issues. Please note, we attempted to answer all your questions and concerns in the multiple phone calls and messages prior, during and after your stay.
WiFi. This has been limited to 2GB per day as we are on an NBN Satellite service with a maximum quota of 60GB per month as per NBNCos Acceptable use policy. This is the largest quota we can get in the properties regional location. We limit the usage to 2GB per day to ensure that all guests have a fair share of the data quota for their use. It is completely up to guests how they choose to use this. We are also one of the few properties that provide Wifi for no extra cost.
House Rules. These are published in the listing which is visible before booking and are in our opinion fair and reasonable. Most of them we feel are common sense, but unfortunately, we feel that we need to remind people to simply do the right thing. The message on the countertop states that we expect the house to be left tidy, dishes cleaned, and rubbish put out. We have had issues previously with people leaving the place a mess which is why we leave a reminder in a clearly visible space. We apologise if you feel this ruined your stay.
Check out time. As stated in the listing the checkout is strictly 10am. This time is set by our cleaners who run an extremely professional outfit. As such, they require the time to properly clean and prepare the property for the next guests and any time they spend waiting around for guests to leave is a cost passed onto us. They also service many other properties in the area and it is important that they are able to start on time to ensure they can continue to do the excellent job they are doing.
Regarding the mat, we were notified by our cleaners that it was left outside when they arrived to clean the property after your stay and that it was present inside the house when they completed the clean after the previous guests checked out. We mentioned to you that as a result there may be an additional charge and that we would find out when we received our invoice from our cleaners. Your confrontational communication with us by phone and text, and in person confrontation with our cleaner, where you verbally threatened her with legal action, was not acceptable and a gross overreaction to the scale of the problem. As it turned out the additional cleaning of the mat fitted within the regular clean time and no extra charges were required.
We have absolutely no benefit in charging additional fees and do not make any money by doing so.
We are sorry that you had a negative impression with our property. All we ask is that the house be treated with care and respect. As can be seen by the many other happy guests, we do not believe that the rules themselves are a problem.
Jess and Chris