Sue, thanks for taking the time to leave the review. We are very sorry to hear that your students experience did not meet their expectations. We are even more sorry to hear they though we were not accessible. We spoke with them repeatedly and even organized their lost luggage for them from Qantas. We are always just a phone call away but also value the privacy of guests so we really feel like we would have been there for them if they needed anything. When we arrived to clean after your initial email they told us all was good and that there was a misunderstanding. That's when we tried to get back in touch with you. We are again so very sorry you felt we did not give them the support they needed.
For everyone reading this feedback we want you to know that we request you contact us an hour before your arrival so we can come and meet you. Sue's Guests did not do that and therefore there was a delay. Giving us details so we can get in touch with the travelling party is of utmost importance so we can all stay in the loop and communicate.
Sue, we hope that one day we can welcome you or some of your students again. We sincerely believe there was miscommunication and we are very sorry. Our guests wellbeing is the most important to us and it always saddens us to hear someone did not have the experience we're hoping for. All the best. Franca & Alessio