Big Brook Retreat — Hotel in Channybearup

This is in response to property owner's comment!

Dear Property Owner, Thank you for your message. I visited Big Brook Retreat with my husband and friends last week. We planned this holiday in January as all of us needed a break from our busy schedules. Upon our arrival at your property, we found it to be a great place. However, your actions after our departure were not decent at all hence a lower rating has been given. You deducted $75 a few hours before our departure without informing us of the reasons. When my husband called you, he was informed that you found the chalet uncleaned and spent about 1.5 hours cleaning it before the next guests arrived. The complaint made was related to cooking.

We indeed cooked in the chalet as we spent 2 nights and cleaned everything we used before we left. Cooking and cleaning are two subjective actions and one is free to have their own opinion. However, I can confirm that we did not leave the chalet in an unpleasant state.

We requested you to provide evidence of the places/things you found uncleaned and to date, you were unable to do so. If it was that unpleasant why couldn't you even capture it?

It is interesting to learn that you expected a professional cleaning from us so that you can simply hand over the chalet to the next guests without you getting involved in arranging/cleaning the chalet. In this case, the guests should rely on each others' cleaning and we should be paid a fee for cleaning. I recommend all the guests clean the utensils before using them as the property owner has made no effort to "professionally clean" and it all depends on how well the previous guests have cleaned to the best of their abilities. We did clean all the utensils before we used them anyway so I guess we are safe (as they were not so-called professionally cleaned).

To avoid any cooking-related issues in the future, I suggest you simplify your policies such as "limit your cooking to a toast and coffee!".

This is not the first time we came on a holiday to Pemberton and we have had no such complaints from the places we have stayed and of course cooked! This incident ruined our holiday and we are very unhappy about the whole situation. As reputed hosts with many good ratings, it is best you provide evidence and reasons for your actions before deducting money from the guests' account. Even a simple text message or call is appreciated explaining the problem before deducting money. We feel that we have been targeted on this and hope a similar experience won't be faced by any other guests...

If you are planning to stay at the Big Brook Retreat don’t stay in Unit 3 unless the management tells you that the air conditioner/heat pump has been fixed. When we arrived at the unit in late August for a three day stay it was cold as a stone, literally. It is of masonry construction and the walls were colder than the mid-day air outside.|Considering this is a premium destination in every other respect it wasn’t unreasonable to expect the air conditioner/heat pump to have been turned on to warm the place up before we arrived. Never-the-less we turned it on and laid down for an hour or two for a nap. When we got up nothing had changed! The place was still as cold as a stone and the output from the air conditioner/heat pump was feeble at best and zero most of the time.|Management came over and waved his hands in the air under the feeble air flow and felt a little bit of heat. He ignored the fact the unit hadn’t warmed the place up at all despite the thermostat being set at 30 degrees for over two hours and the fan was obviously not functioning correctly. |We were NOT impressed. No one likes to hear a lot of spin when the facts were obvious; it just adds insult to injury. |We had already paid for the unit and unpacked so we were effectively trapped. So we turned on the heat lamps in the bathroom and the electric oven to heat the place up to a tolerable level. That might seem wasteful of energy but it is far more economic than running an air conditioner/heat pump that likely either needs a charge, has clogged filters, a failed thermostat or a broken...

We spent the weekend at Big brook retreat in one of the single bedroom spa cottages on the property, 6 kilometres from Pemberton along Stirling road.||We were looking for a nice quiet setting to chill and enjoy and we could not have wanted for more....advertises as an Adult retreat which was just what we were looking for and the cottages nestle amongst lovely gardens on the top of the gentle slope...very pretty and nice setting. The property is nice to walk around and its a short walk to Karri forest across the road which is beautiful.||The cottage was very comfortable and very well equipped....kitchen with all cutlery, plates, cooking equipment etc...The bed was very comfortable ( with electric blankets!) as were the lounge chairs in the sitting area, and includes smart Tv, good internet and portable bluetooth music player. Bathroom and spa is very good and incudes things like quality shower wash, shampoo etc.||There is a choice of reverse cycle air conditioning and a wood heater, with firewood provided....very nice ! There is an undercover area outside with table and chairs and barbecue provided.||Thank you to Corrina our host for a lovely weekend. We highly recommend this property for a lovely relaxing place to...