Dear Patrizio I was extremely disappointed to receive your review today and feel I must put right some of the points you made. However, firstly I apologize that the BBQ was not as clean as you would expect & that this was not picked up on the exit clean from previous guests. We do expect our guests to leave the BBQ in a clean condition & obviously this had not happened. Your comments: 1) only one of the TVs worked. This is not strictly true as we left a note to say that one channel only was working on one set. This was due to the fact that over Christmas someone had reset the channels - I guess looking for channels that we don't have - and as you will realise, it was not possible to get an engineer in to sort out the problem over the New year period! There was one TV working properly! 2) we have never advertised the accommodation as having more than one heat pump! The other rooms are heated by underfloor heating which we wouldn't expect to use in high summer! We do provide ceiling fans in all our rooms for cooling. 3) it is very normal for an outdoor heated swimming pool to be covered to keep the heat in & the dust, grass and dirt out of the pool. We have had very mixed weather this summer with a lot of wind and it is a mammoth job to keep the pool up to a good temperature and constantly clean. We always tell our guests to ask if they want to use the pool & the cover is on - it's what everyone does! 4) I think it is unfair to say that you had little contact with us. We spoke to your wife & family outside on your arrival & welcomed everyone; subsequently you knocked & asked for DVDs and we invited you into our home to choose from our DVD library. I tried then to have a conversation with you but you weren't receptive & I put it down to tiredness after your long journey. You said that I was only interested in finding out your departure time - I did try & contact you but you didn't respond to my text or emails. My reason for needing an approximate time was that we had gone to every effort for your family to split the beds for your children (although this hadn't been requested on booking) and we had to put them back together for our next guests. Due to a hand injury I was unable to do this without help from my husband (who was due to be out on your check out day) and had to request help from someone outside. I just needed to have an approximate idea of timing - if my first request had been answered I wouldn't have asked again! We have very tight turn around times in peak season between outgoing & incoming guests & everyone has a right to expect our best efforts. Sadly you made no effort to say goodbye on departure. I am sorry if you felt that we didn't make enough contact with you - I pride myself on quickly summing up whether guests want to interact with us or not and I judged that you were a family happy in your own space. My apologies if I was wrong. 5) normally with a self catering arrangement guests wash their own dishes! 6) the reason for a charge for using the washing machine has come about through guests emptying the contents of their suitcases and doing multiple washes! We rely on rain water and frequently in the summer we run very short of water & have to ask our guests to be prudent with our water. It's quite common for there to be a nominal charge to cover water, electricity and powder etc. Had you expressed your concern to me I would have waived the charge for a washload. 7)sorry you found our 'house rules' unacceptable - saves lots of questions ! We have a beautiful property of which we are justly very proud & we do have high expectations on how our home is treated. 8) there are stunning views from almost every part of our property although I accept that the views are more enclosed from the Tasman Suite bedroom. Many guests just can't get enough of the stunning views & amazing sunsets & everchanging atmospherics of the mountain ranges. I am sorry that this is such a long reply but i do feel it is important to set the record straight. Patrizio - if only you had spoken to us of your disappointments whilst here we could perhaps have allayed some of your concerns. Kind regards Fiona