It is with disappointment that we read your review.1. As I replied to you, the staff member in question was not back at work until Thursday and that she would attend to the matter as soon as she returned. Human error does and can occur and we are more than happy to rectify.2. The credit card surcharge – you make comment that you did not know and Expedia did not tell you. However, this is clearly advertised in the information when making the reservation – see extract below. We don’t have a problem with guests writing reviews, but we do appreciate that they write a review that truly reflects the situation, which in this case we believe it doesn’t.There isn’t anything terrible about the accommodation, it was that you just weren’t happy with the charge of the chocolate (which we understand and said would be addressed) and the credit card surcharge again something you failed to read.You did not give the staff member a chance to even correct the error.

Hi,Thank you for taking the time to provide feedback.This booking was made online, therefore all the information regarding the cost and preauthorisation is advertised before the guest makes a booking. The onus is on the guest to make themselves familiar with policies. We do not hide any charges and certainly we do not charge anything that the guests doesn't use - did you enquire if there were any other charges? We do appreciate guests letting us know if there is a problem in the room so that maintenance can attend to it should it be required. There are times that maintenance are not aware of issues.As for the staff being rude and demanding Im not sure what they were rude and demanding about, however we do apologise on their behalf.RegardsManagement

Hi Suzanne, Thank you for taking the time to provide feedback. We certainly will pass on the information regarding the towels to our supplier as it is important that they know, so that they are able to improve on the quality of product they supply.