Thank you for your remark.
We have spent a few days thinking about how to reply or if to reply at all, but we feel its important that we get the facts right now you gone such into details as to why you had a bad experience.
-Let’s start with the house key issue.
Today is the 07.08.18, and you checked out on the 30.07.18 (9 days ago) and as per your SMS to my wife the key for our house is still in your possession in Canada as you have not found time to stop by the post office to send it to us yet.
We contacted you within 2 hours after you checked out of the house, informing you that our cleaning lady were only able to locate 1 of 2 sets of house keys, you replied to us with 4 places to search after checking those 4 places we again informed you that our search was unsuccessful, where to you promised to check with the other family you were travelling with if they by mistake had brought the keys with them.
After that you went silent for almost 3 days, even though we did chase you for an update or to use your own words harassed you for a reply on a daily basis.
Only after I was able to track down a mobile number for your travel companion Rob we got a reply with 4 new places to look (under sofa / in all the kitchen cabinets etc etc) plus a lection on how to run a check in / check out of our house. 24 hours after Rob replied to me first time I received another text from him saying that the keys had been located in your handbag plus a very wake apology.
We provided you the address of our cleaning lady the same day, but as stated above at the time of writing this our keys are still in your possession as you have not found a suitable time to stop by the post office and for that we have “harassed” you as we have other tenants that would also like the luxury of having 2 sets of keys !
We prepared the house with 3 fresh toilet paper rolls, one for each toilet of the house, its correct that we didn’t stock up toilet paper next to the toilets as we like the house to present it self best possible when people are checking in, but if you open the closet under the bathroom sink or looked above the washing machine you would have found plenty to take you through the 5 days.
-Dishwasher tabs & washing powder
Its correct that its an oversight from our side and for that we apologize, we have instructed our cleaning lady to pay extra attention to this in the future.
-Soap for shower & Bath
It’s again correct that such was not available during your stay, and it’s a decision we have taken as there are so many requests and criteria’s to soap now a days, (dandruff / no dandruff ) plus not to mention the 26 different allergies people get from bathing soap, so we have decided its better people bring that themselves.
-Oven handle & Pool Ladder
We have owned the house for 4 years and it’s a first experience for both! The 2 previous tenants didn’t mention any of above upon checking out so I’m not entirely sure who to blame or how to address this, but lets be factual again, you send me a text in the evening raising above issues and our reply was that the next morning the pool cleaner would be there to fix both ( within 12 hours), you husband managed to reattach the oven handle with the 2 screws provided by the oven manufacturer for which we are grateful, and our pool cleaner managed to fix the ladder so it was again useable the next morning.
-Insects on the property
Not really sure what to say…. You booked a house in the country side in the South of France and you expect it to be insect free?
-----Measurements we however have done.
All bedroom’s have been provided with electrical plug’s that should help on the mosquito’s during the night plus various sprays for insects are to be fund under the kitchen sink, should they venture into the house.
It’s a surprise for us that you didn’t mention this during your stay, but only make us aware in your comment above as unfortunately the tenants after you had the same experience with their son, but as they raised the issue with us we had a company coming to spray/remove the nest which had been build in the pole that hold the badminton net for your information.
-General closing remark
We are truly sorry that we have ruined your vacation/experience in South of France, as that’s for sure not our intention with renting out our house.
But giving us such a bad remark for having done work to the house and been harassed by our cleaning lady who asked you to move furniture’s, when in fact you screwed a oven handle back in place and our cleaning lady politely asked you to re-positioning outdoor furniture’s back to its original spot as she wasn’t able to do it herself it’s simply not fair!
We also feel a little hard done by being called inexperienced and harassing people plus unfit to run a AirBnb rental when our profile have 74 positive remarks and prior to your comment an average of 4,8 out of 5 stars plus a current super host status ( which we have had since the term was invented by Airbnb)
and not forgetting to mention the 2 straight 5 star remarks from Tenants that was in the house same month as you.
But again, we all have different standard’s and we are sorry that our house didn’t for fill yours we however promise you never to "harass" you again as soon as you have returned our keys which is still in your possession as of writing this on the 07.08.2018