We go to great lengths, first of all in the first paragraph of the property description page, then in our Terms and conditions of stay agreement and then further in our property access details emails, to point out to guests that linen is not provided. I'm not actually sure how we can make it more obvious. This is indeed a luxury property and very keenly priced and in order to keep it that way, linen hire is optional.
This guest was getting married and was incredibly rude when she arrived at the property to find out there was no linen. Given that brides can understandably be stressed the night before their wedding, we went to great lengths to try to calm her down when she was shouting down the phone and told her that we would do everything in our power to make sure that we could supply linen for her, after hours, late on a Friday night. Our housekeeper drove for 30 minutes from out of town to deliver the linen for Alex to make sure that everything would go smoothly for her.
Alex's review is callous and deeply disappointing when so much effort was put into her enjoying her weekend, her day and her stay. I truly feel that this is a case of no matter how very hard you try, 'you can't please all of the people all of the time'.
This is a beautifully cared for property with every effort made by the owner and the management team to make sure that guests have a wonderful stay.