Nicola
Thanks for your review and comments. I am pleased you found the inside of the Bach clean with great beds and mattresses and the LPG Fridge was clean and worked. We have spent considerable time and money on renovations to the interior of the Bach. I am however, disappointed to see your comments – especially given our attempts to address your concerns directly with you.
Water Tanks.
My cleaner serviced the Bach a few days before you arrived and reported using the inside kitchen taps for water for cleaning. There were no low water levels during her visit. I accept that the tank feeding the inside sink was low, but as it had been checked a few days before your arrival, and this had never happened before, I had no reason to suspect there would be a problem. Since your comments, I have had the tank and pipes investigated and found a pipe-leak that has since been repaired. Whilst I regret that this unfortunate incident happened to you, it was a once off, single event and now fixed, would not be repeated. I am also pleased you were able to source rainwater from another one of our tanks onsite. We are finalising Council approval now for an additional 5500 litres of water storage in tanks, so this will increase our water storage from 25,000 litres and give us an additional 5500 litres of header tank storage.
Hot Water.
I note your comments re the solar hot water bags but it was disclosed on the website. In my advertisement for the Bach on Holiday Homes, I state “Solar hot water showers inside Bathroom,” and “the inside shower uses Solar Bags or stove heated water until the LPG Califont instalment is completed.” I am sorry you overlooked this disclosure or didn’t seem to understand this, but it was disclosed on the website that guests would need to use Solar Hot Water Bags. If you did not understand this, or had any questions, you were welcome to discuss before booking. The advertisement itself states “Please message me if you would like further info.”
A renovation was underway, but the bathroom has not yet been completed. Until it has been completed, the system will remain two solar hot water bags of 20 litres, but we expect later this year for the new shower to be installed.
Building Materials.
Again, the advertisement for the Bach indicated that there were building materials left in the exterior. The advertisement stated “we are undertaking and finishing off some additional exterior renovations to the Bach and there may be some small inconvenience with building materials until this is finished.” I regret that you seem to have overlooked this, or had a different expectation, but the advertisement sought to be transparent. I have checked with my onsite manager/cleaner and only building materials have been left in the exterior.
I note that the rear decking Table / Chairs undercover setup is free from all materials and was completed for guests use and comfort, as is the front decking area.
Price and Comparisons.
We note you state your primary concern is price. You freely chose to book the Bach, and the advertisement made the above disclosures. We note that you seem to have had less than ideal experience. Because we accepted that the tank water leak was something that should not have occurred, and for that, offered to compensate you to remedy the situation and make it right.
We note this Bach has three separate bedrooms, each with a Queen or double bed, and sufficient beds to sleep 13 people – at full capacity, with an additional price over 4 persons, the Bach offers accommodation for $25 a person – which we are sure most would agree is a more than reasonable price.
While we do not feel it appropriate to make comparisons with our neighbouring Bach’s, we note that the pricing of our Bach is in the middle range of nearby available Bach’s with others greater and less in price. Our Bach is priced according to the number of rooms/beds and available facilities (i.e. fridge, innersprung mattresses, and internal shower), with cheaper Bachs having less rooms, no inside shower or bathroom, and long-drop toilets. We do not feel your making of such comparisons is an appropriate critique. We also note to complain after the event of price when you freely accepted the choice to book, and refused our attempts to remedy the situation, is unfortunate.
Communication.
We communicated with you prior to your arrival and instructions were sent as usual before 8am on the planned day of arrival. We followed this up with a phone call to ensure you did receive the Bach instructions. We note that we had an onsite representative available to assist you, who did assist you when contacted.
As mentioned above, we want all our guests to have a terrific time at Lake Clearwater, and recognized that you felt your experience was less than ideal (although we do believe we disclosed two of the key matters for which you had concerns), and sought to remedy this. We find it disappointing that despite our disclosures and attempts to remedy the situation you chose not to take us up on our efforts.
For our future guests, we are aiming to complete the bathroom renovations and building exterior works within the next 6 months and ask you to be patient while we navigate the Covid restrictions that we have been dealing with.
Lake Clearwater is an awesome area to discover and we love sharing this location with our guests to also enjoy.