Gradwell Holiday Letting, Ramsgate

We are sorry to hear that you're disappointed with the decision to revoke your breakage deposit. However, before we address the specific issues, we'd like to provide some context. We do not keep all of our guests’ deposits, as you are falsely claiming, because out of 151 bookings in December so far, only 4 guests had their breakage deposit revoked, of which you are one of them, which represents a very small fraction of our total bookings. (2.65%) We value our guest’s satisfaction, and as a trustworthy company, who has been hosting guests for over 60 years, Gradwell Letting & Management stands as one of the oldest and esteemed accommodation letting agencies in Ramsgate, We are a registered company and countless homeowners have entrusted their properties to us, confident in our diligent care and dedication to maximizing their investment returns. As a returning guest, having stayed with us three times, in 2022, 2023 and again now in 2024, we had expected that you would be familiar with our policies and procedures. Unfortunately, our housekeeper reported several issues with the unit on the day of your departure, and due process was followed, which was shared with you via WhatsApp: - Cigarette buds and ash were found in the unit, despite our clear no-smoking policy. - One navy towel and one hand towel were missing from the unit. - The fridge shelf was reported broken, although we acknowledged your claim that it was already damaged when you arrived. We accepted this as an oversight on our side, and advised you that we would replace at our cost. - There was a large, wet stain on the corner of the couch that appeared to be urine, although we gave you the benefit of the doubt, since you said you didn't bring a pet, and that it may have been the neighbour’s dog, but we definitely did not mess on the couch, so it could have only been from your stay, perhaps from a small child? - The Magneto lights were initially reported as missing, but were found behind the microwave after you advised us, and we communicated such accordingly. The reason why you were blocked on WhatsApp is because, no matter how much she tried explaining the situation, you were harassing and swearing at the person communicating with you, so we felt, at the time, it was better to stop the communication. We apologize if our decision has caused any inconvenience to you. However, we must inform you that the cost of steam cleaning the curtains and couches in the unit will exceed the R1000 breakage deposit, so unfortunately, we must recover our costs, and we cannot carry this expense on your behalf.