Alpine Breeze Auszeit in Blue

Hi Marlene, we hope that you are well and appreciate your feedback on your stay. We are, however, slightly surprised by some of your comments as you extended your stay with us for an extra day and your communication upon check out was overwhelmingly positive. We're sorry to hear that you had difficulty with our communication. Typically our 24/7 Guest Support Contact Centre and local field team are able to quickly resolve any Guest issues in a timely manner. Reviewing our communication records, it appears that we were in contact with you on multiple occassions, including assisting you in finding the home, visiting the home to assist you in connecting your devices to wifi and an additional call regarding the operation on the microwave. Upon booking the home, you received a confirmation to your email address that included the unit's address, our check-in protocols, and other information about your reservation. Additionally, we sent our Digital Guest Guide, which included a map to your unit with a pin drop of the location, as well as information on how to use all of the home's appliances, amenities, and our local recommendations on things to do in the area and discounts on those activities. This Digital Guest Guide is also available via QR code on the kitchen table of the unit. For guests who prefer paper, we also provide a binder with the same information which can be found in the unit. We take guest feedback very seriously and it is a driving factor in our continous improvement cycle. We are sorry to to hear your stay with us did not meet expectations and would love to hear from you to help clarify your difficulties. We hope that despite the challenges, you were able to enjoy The Blue Mountains. Thank you Marlene.