A aimé Clean pods Warm East check in although we arrived late they left a key for us

N'a pas aimé DO NOT ORDER A FIRE PIT IF Your GOING TO BE LATE (after 5 ) and only stoping one night We ordered one for £25 as well had a kid with us who wanted to toast marshmallows when we arrived there was not one there and the reception was closed When I asked about it in the morning we were told we didn't get it cause £20 deposit had to be made I said there was no where to pay the deposit They were quite funny with me but in the end gave us back half the money as were "late checking out" Toilets and shower blocks were not the cleanest

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Réponse du gestionnaire : Thank you for taking the time to leave a review. We are glad you enjoyed the warm, clean pods and our easy late check-in process. However, we would like to clarify a few points regarding your stay: Facilities & Cleanliness: Our toilet and shower blocks are thoroughly cleaned twice daily, and we provide cleaning supplies inside for guest use between scheduled cleans, though unfortunately, not all guests utilize them. Firepit Hire: You booked via a third party and entered your own estimated arrival time of 4:00 PM. Had you arrived at this time, the firepit would have been set up and sorted for you. However, because you arrived late without informing us and reception was closed, we had no way of taking the required £20 deposit from you. Instructions for firepit deposits are detailed in our check-in information. Check-Out & Refund: Standard checkout is strictly 10:00 AM, but your party did not check out until 11:15 AM. Because our housekeeper was delayed waiting to service the pod and a late checkout fee had not been paid, I spoke with you directly. To resolve things amicably, I issued a £15 refund—which was a 60% refund—as a fair compromise for the late departure. We always aim to be transparent and accommodating with our guests, and we appreciate your feedback. With Regards The Coldstream Team