Heliconia 1 Hamilton Island 3 Bedroom Ocean View Geräumige Ferienwohnung

Dear James We are very glad you enjoyed the property and your time on Hamilton Island and would love to have you return. Whilst we always try to give late check outs, when a last minute booking is made, meaning a family arrives same day as you depart, a 10am check out is needed sorry. The wording you used to describe communication with valet was not however accurate. They were not rude, and they often get compliments on their friendliness. Here is the exact wording as per the texts between yourself and valet. I note as all your things were still at the property at 10.30am when cleaners arrived and you were out with the buggy they then waited till you returned and you packed up. You were then taken to the airport at 11am. It just made it difficult to prepare for next family but we understand and all is good. TEXT FROM YOU TO VALET THE DAY PRIOR TO CHECK OUT: Paperwork says checkout and pickup is 11:00. We'll be ready at 11:00 as we made plans sometime ago according to the paperwork. RESPONSE FROM VALET TO YOU: Unfortunately a new booking is arriving at 10.30 am tomorrow morning, so an 11.00 am checkout is no longer available We will be bringing the new guest to the apartment at 10.30 am, to exchange the buggy and keys and then transferring you to the airport. YOU TO VALET: Sorry but we've abided by the times that you put in your paperwork that you gave us, and these times were repeated to us verbally and made very clear to us when we checked in As I said, we've made plans accordingly. VALET: I'm really sorry but your final departure details were provided to you earlier. Failure to comply could result in charges being applied. Please contact your booking agent to discuss. My apologies James we are sorry if valet mentioned on arrival that 11am check out should be fine and we then had a last minute booking made to arrive on your departure date. They should have made it clear that depending on last minute bookings late check out requests can't be made. My reason for leaving this response showing actual wording between yourself and valet manager is to show that our valet team are not rude. As per texts the conversation was polite. We hope to assist you again in future.

Hi Deborah, we are glad you had a great time and enjoyed the property and location. We have not had any comments regarding the beds and they are not very old. We will bring this up with the owner who stays every few months. We will replace the fridge shelve with the crack in it, sorry about that. We look forward to having you stay again.