Dear Munir, It is disheartening to receive a low review score when we have not received your concerns about the cleanliness and maintenance issues during your stay. We regret that you encountered discrepancies between the provided instructions and the experience upon arrival. Your feedback regarding the property's condition, including possible bed bugs, decor concerns, and maintenance issues, is deeply concerning. We take such matters seriously and are investigating them thoroughly to address them promptly. Had we been informed of these issues during your stay, we would have taken immediate action to rectify them and ensure your comfort and satisfaction. Regarding your refund request, we understand your frustration and would like to resolve this matter satisfactorily. However, as per our cleaner's report indicating that the property has been used, we are unable to process a refund at this time. Nonetheless, we remain committed to addressing your concerns and ensuring that future guests do not encounter similar issues. Once again, we apologise for any inconvenience caused and appreciate your understanding. We hope to have the opportunity to welcome you back in the future and provide you with the exceptional stay you deserve.

"I am sorry about your experience with us! This should not have happened! We communicate with all our team as much as we can to ensure that everything is prepared, clean and tidy! We have made your stay experience known to the whole team. Going forward we shall make sure that this will not happen to any guests that choose to stay with us! Please know, we encourage our guests to contact us at anytime during their stay so we can resolve any concerns or requests as soon as possible."

Hi Darren, We are delighted to know you've enjoyed your stay! Thank you for your positive feedback.