It’s unfortunate that you have left Chateaux du Vieux Moulin feeling upset. I want to assure you and others that we take comments very seriously and we work towards making each experience better than the next. As a result, I would like to take some time to respond and address each of your points.
The house is approximately over 4902 square feet amounting to a large amount of living space. On top of this, the house is situated on a secluded hill top away from any neighbours to provide the utmost amount of privacy from the community neighbourhood. With such large square footage of the house, the house also has a private nanny suite (800 sqft), this puts the main living space with over 4100sqft for the Entire Home. It has a separate entrance, completely secluded from the other part of the greater house. There is LIMITED to NO interaction between the two units other than a main foyer. Each has been designed to provide privacy.
I personally have little to No French speaking skills. We hired our management company based on exceptional service provided to other homeowners like myself, as well as raving comments from guests. After interviewing multiple agencies they scored the highest in our ranking and their English speaking abilities were/are very well written and spoken. In our previous comments on AirBnB we had guests rave about them.
As for the driveway, we had multiple guests stay during the winter months so far alone this year. We had a heavy winter this year in general. Our winter guests have all been able to get up to the house with little to no issues. As like your stay, the driveway was professionally ploughed and sanded, and sanded again upon your requests. My family drives from out of province into Levis with our van, and we do not have any issues. It is highly recommended that no matter where you are travelling in Quebec, Winter Tires are necessary.
The balcony is the full length and width of the house and close to ~8-10 feet out. Again with the amount of snow we saw this past winter, it is dangerous to be out on the balcony when there could be large icicles formed from the roof-top edges. It is not recommended for children to be running around especially since the railing is tempered-glass, this is only for your and your children’s safety. This restriction is only for the winter months. The only space we have made accessible is the BBQ and walkway to a functioning spa. We do understand that the major draw to our house are the views, in fact there is just enough space to get out on the balcony and snap some nice photos. The house provides 360 views so, pictures could have also been taken inside the house through the large windows all around.
One of the luxurious features, is to have an indoor authentic wood fireplace. Our management company attended to your questions and also checked the wood fireplace even after you left and it was functioning perfectly fine. Not many homes have this option, and we understand the use of it can be a bit tricky. Our management company has now put instructions of use for future guests.
All linens, towels, are always changed, washed, checked and made ready by our house cleaners. As part of the cleaning fee, everything is diligently cleaned and made note of. I appreciate you bringing this to our attention, we had our team investigate this. However, I do want to note that this is a strict policy and assured it gets changed with fresh and clean linens and towels after each stay. This is what the cleaning fees are for.
Due to such beautiful views and to maximize on the beauty, much of the living space happens on the upper level of the house. There is a Grande staircase that leads guests to the main living space. Knowing this, on the listing I selected the ‘not accessible’ option. In fact, we did have a group of elderly guests and families with young children stay at our villa and they thought the living arrangement was just perfect.
Finally, I would like to say, after accommodating Barbara diligently for the 3 day stay we answered every request, question, comment immediately in real-time. We also were very accommodating that I didn’t charge for the tenth guest, as we only have a maximum of 9. We also provided wine and chocolates as a gesture of good will and the minor inconveniences experienced. Our team and I responded and answered every single one of the calls, even after business hours, and we were not credited for any of that. We are a very kind and caring team, and I don’t think your comment mentioned any of this. Last thing to keep in mind, All of our guests up until now have consistently rated us between 4-5 stars, I think this alone speaks volumes.
Anyways, thank you Barbara for taking the time to diligently capture your 3 day stay. We had some great communications and appreciate your feedback. We take our business seriously and strive for excellence.