Diana, this was a traumatic experience for both of us, to be sure. Firstly, according to the pictures you sent me, the furniture and bedding were not ‘covered in pet fur’, however there was some residual hair and I was very sorry to see that and yes, offered to send my cleaner around directly to rectify. It is a pet friendly house, and while I ask people to keep their pets off the furniture, I cannot control what they do when they are there. We attempt to clean as much as possible but cannot guarantee every wisp of hair will be removed every time. I have a really great cleaner who works his darnedest to prepare the house for guests, as the vast majority of guest comments reflect. The key to everything is communication; if people let me know there is an issue, we will move heaven and earth to fix it. You didn’t let me know of your issues until two days into your stay; I offered the cleaner to come back, and when you didn’t want that, I gave you access to my locked provisions cupboards (cleaning products and linen). You locked the keys in the house, so we organised access to spare keys to let you back in. You took our house keys home with you, so the next guests didn’t have access when they arrived; we had to solve that problem as well. Safe to say, not a great experience all round.

I am very sorry that the Eyrie didn’t work out for you. I would note that it is clearly stated in three prominent places - on the website, in the main body of the welcome email, and in the detailed information sheet provided - that while covered quilts are supplied, you need to bring your own sheets, pillowcases and towels. With respect, I have not, and would not, characterise the Eyrie as 'budget accommodation'; it is our warm, friendly, inviting beach house that we choose to share with people for very good value rates. The point I made to you is that the township of Marion Bay subsists entirely on rainwater, and most standalone properties cannot afford to run continuous cycles of sheets and towels through the wash. It is extremely expensive (and environmentally unfriendly) to have to truck water in when the tanks run out. With the point being that if you are looking for made up beds and towels, then you need to look more at the luxury end of Marion Bay accommodation (well beyond the $110 per night rate you were charged for the Eyrie). I’m also saddened to see some of the other comments you made. The reverse cycle air conditioner/heater absolutely does work (why would you say that it doesn’t?) I realise that you were very, very unhappy about the linen situation. I can only emphasise the importance of reading the information provided about the accommodation; the welcome email contained all the information you needed and you could have read it in two minutes. Still, I do really regret that you missed out on seeing Innes National Park and hope that one day you get the chance again, it is so worth it.