Réponse de Hanneré :
I am so sorry that, despite my best efforts, you left Doornkloof unsatisfied.
Your suggestion for a bigger braai has been taken to heart. The foundation for a built-in braai on the stoep was laid this morning. Weber to follow a.s.a.p.
Airbnb describes a property as "Entire Home/Apt" to indicate that the host does not live in the house. Then they provide further information under "Prices", i.e. R990 ZAR / night after 2 guests and Weekend Price: R1880 / night. Perhaps this is where the confusion crept in? For clarification I have added "please note the charge for extra people after 2 guests" to my "About" section.
I have also updated the description to indicate that the fireplace in the East Room is the only one in the house and will consider adding a fireplace or wood burning stove to the lounge/dining room. Thank you for bringing these points to my attention.
The fact that children over 2 years pay full price is clearly stated on the listing. Your lovely boys of eight and twelve respectively fall into that category.
May I remind you that I suggested two other establishments close by that would be more suitable to your price range. I was willing to give you a full refund two days before arrival, notwithstanding a cancellation policy that entitled me to keep half your payment. You chose to keep the booking.
You had initially booked for two people for 1-4 June. Owing to your late cancellation, I lost out on a booking for Wacky Wine Weekend, but allowed you to amend your dates to 29 June - 1 July.
The following extracts from our (SENSITIVE CONTENTS HIDDEN) conversation that took place over the course of three days last week may provide context to readers of your review:
"Oh no, we've botched this a bit. We thought we were coming in Friday and out on Sunday. Also looked like that was the billing for the whole cottage. Can you help us out here in anyway with the dates and possibly a discount on the extra rate for the kids?"
"No problem, we can change the dates to Friday - Sunday. I can also give you a late check-out on Sunday, up to 6 p.m. if you like.
Unfortunately I cannot change the pricing for extra guests. To facilitate the change to the dates, just click on accept on the Airbnb notification for the number of guests, before I can make another alteration.
Alternatively you could cancel the reservation on Airbnb and I would be happy to return your deposit when I receive it from them, minus their service fee, if you sent me you bank details.
I hope that we could sort it out either way so that you are left satisfied."
"Thanks Hannere, we've paid in full, would you give us the full amount back?"
"Of course. I just need to receive the payment from Airbnb. I assume I would receive the payment when you make the cancellation.
I want nobody to have bad thoughts of the Bush House, ever. If you still like the area, I can recommend two child-friendly places nearby with very reasonable rates."
"Your a star. We haven't cancelled yet. That would be great. If possible closer to Robertson as we have mates staying in town. Please send the recomendations?"
Buitenstekloof is near Doornkloof, direction Robertson(URL HIDDEN)
Tierhoek is lovely too, I've stayed in Pepper Tree Cottage. Tierhoek is even closer to Robertson. You turn off at Rooiberg.
Here is a screen shot of my Airbnb cancellation policy. It seems the service fee is refundable if the guest cancels.
I await their notification and your banking details."
"We've decided to come through to you and pay the extra for the kids for the whole lodge. Will do the change etc shortly. Thanks form being so amazing and helpful, is it possible to come through earlier on Friday? Can you do the change on BnB and let me know"
"I am so glad to hear that! I hope the house will live up to your expectations and that you will enjoy what the area has to offer.
You may arrive anytime after 8 a.m. on Friday. You have the gate code, but I need to meet you at the house so if you could let me know your e.t.a. closer to the time, that would be great.
I will re-submit the alteration on Airbnb. You will still have to approve it on the site when you get the notification - it won't allow me to change a booking unilaterally."
"Great, will let you know, but we aiming to leave CT round 8am"
"I submitted the changes you requested (number of guests to four and dates to Friday-Sunday). You should have received notification of the above from Airbnb already. May I ask that you accept/cancel by latest 9:00 tomorrow morning, please?"
"Why are they charging us so much?"
"You asked for 4 guests over the weekend, that is 2 guests @R1880 per day plus R990 per extra guest after 2 = R3860 per day x 2 = R7720. As I understand the R2 difference is owing to exchange rate."
"Very confusing anyway I will settle now"
"Thank you. The rates are set out on the site.
I look forward to meet your family on Friday."
"Thx see you then"
"Just to clear up any confusion, I repeat my Airbnb rates:
Extra person: R990
Friday: R1880 + R990 + R990 = R3860
Saturday: R1880 + R990 + R990 = R3860
Friday + Saturday = R7720
I hope that brings clarity