I am touching base this morning to acknowledge receipt of your email received 21.02.18 at 15.08 within which you expressed concerns relating to our property in Nelson Bay. I also acknowledge your prior emails on the 20.02.18 between 20:14 through until 22:21.
Please know, we take very seriously any issues or concerns conveyed to us by our guests as we trade on providing an exceptional property which maintains a high standard of cleanliness.
To this end we have the property professionally cleaned after very guest exists and all linen is professionally laundered and replaced prior to new guest arriving.
A professional clean of our property was undertaken in the hours prior to your arrival. And post advising of your departure from our property within yesterdays email we undertook to have the property re-inspected by a professional and examined for any health, safety, or cleanliness issues.
The following was observed: one small dead insect and one hair within only one of the two beds which had been turned down. No smell or unpleasant odor. No visible spider.
Unfortunately, living in a country such as Australia it is near impossible to 100% guarantee no bugs will enter a property. We do take very measure possible to prevent entry of such common little creatures by having our properties regularly professional sprayed. It is unfortunate an insect had entered our property between the time of cleaning and your arrival on the 20.02.18.
In terms of the one hair within one bed which was evidence during the re-inspection, it is impossible to determine if the drop of this hair occurred during turn down of the bed or whilst the clean bed linen was placed on the bed. We will investigate the possibility of all professional cleaners wearing a hair net in future.
It is disappointing that we were not able to address your concerns prior to you leaving the property. If we had been aware of your concerns upon entry to the property (at 20:14 on the 20.02.18) we would have requested our cleaners attend the property immediately and rectify any issues.
I sincerely apologies for any inconvenience which may have been caused and will make contact with you again once I have received advice on the above mentioned issue.