Thank you for your review and feedback. Glad that you and your family found the property really clean and nice and that our property access information is detailed.
First and foremost, our apologies again for causing any inconvenience in regards to the air-conditioning. However, we would like to clarify the situation so as to avoid any misunderstanding to those reading the review.
It is inaccurate to say that all heaters in the bedrooms are very loud and noisy. You only reported 2 bedrooms with noisy units and 1 bedroom with heating issue.
Due to the technician’s unavailability, they could not attend on the day and did so the following day with us present. In the meantime, we came to the property on the day to have a look at the units you reported. While checking on the units, we did use the remote control units from the other bedrooms to see if it was the remote control unit that is causing the issue. We also asked if the other bedrooms’ units are ok and you said the rest are working ok.
All heaters were found to be working. They had not been working because the temperature was below 25C in heat mode. We did tell you to make sure to keep the temp at 26C or higher when in heat mode.
We also said to give the units sometime when changing between ‘cool’ and ‘heat’ modes as these are reverse cycle air-conditioners, not just heaters nor coolers.
We personally showed the occupant of one of the bedrooms that the unit was working fine. The occupant was not aware that the temperature needs to be above 25C when in heat mode. So, the message had not been passed on.
At the end of our visit, heating on all units was found to be working and only one unit was noisy. As explained to you, a part had to be changed inside the unit. The part had to be ordered, thus cannot be replaced immediately.
We are sorry for your disappointment but we did offer a solution to the heating issue, that is, we came to the property on the day and made sure that the heating modes are functioning until the technician’s visit the following day. Also, aside from the blankets already on the beds, we also provide extra blankets in every bedroom’s wardrobe.
We have responded and acted promptly, coming to the property twice and providing more than the bare minimum found at many of the other holiday rentals. We do appreciate your business and look forward to welcoming you and your lovely family back in the near future. We hope that this matter would not discourage you from staying with us again.
To those reading this review, this property has 6 bedrooms with ensuites. Each bedroom has a reverse cycle air conditioner. There is also a reverse cycle air conditioner in the living area. This gives a total of 7 reverse cycle air conditioning units in the property. A reverse cycle air conditioner gives out either cool air or warm air depending on the selected mode. When a mode is selected, the air conditioner needs time to switch between the modes. Otherwise, the unit will not work as it is supposed to.