Dear Rong Yan,
I understand you hit a kangaroo which caused great damage to your car so I can understand that your trip was disappointing in that regard but you are very lucky that you were not hurt. I hope the kangaroo was killed instantly so it did not suffer.
I feel there has been a terrible “lost in translation” communication between us and we both see things very differently.
Our reviews are very important to us and we have never ever received anything that is negative so I thank you for your feedback about the glasses. For this I do apologise as our dishwasher had been playing up. We will check all the items. We do have a kitchen for your use but we do not provide ingredients needed for cooking although we do provide tea and coffee, milk and wine and chocolates as stated in our description. Perhaps I will need to go and make it clear for other guests in case it is misleading.
When you sent me a message through airbnb wanting to ask what you could do in the area I replied immediately through the airbnb text that was sent to me. I spent time and consideration with regards to thinking about what you might enjoy, even though i was working.
I can understand that to you it felt like I had not replied if you did not check through your airbnb messages. When you rang I was more than happy to help you but I was taken aback with the different phone numbers you called me from each time
and it took me a minute to piece it together. As you were driving the reception kept cutting in and out, as it does in the country, and this is where you perhaps did not hear everything I was saying so it may have sounded abrupt. I am extremely proud. of our super host status and I am very customer focused having worked with Qantas and with Apple and I put kindness about everything. I understand there
was a language barrier so please understand I was not ever being abrupt with you. I genuinely stopped what I was doing to help you. I do disagree with you saying I yelled “OMG” to you. I never said this. However it is all about how you
felt and if I contributed to you feeling I was “harsh” then please accept my apologies. Your review took me completely by surprise but I left a lovely one for you. Kind regards Kim