There was some things during the stay that were a bit disappointing, but nothing like the interaction with Jacqui once there was any kind of criticism. Although they say in their pdfs sent to my email that they welcome criticism or suggestions, that doesn’t seem to be the case. Before arriving, communication was great. I was organising a trip for myself, a baby, a dog and another 6 adults, these included my husband’s parents and my parents who are divorced, so they don’t have a lot of intimacy. Three of these adults came from overseas to spend my daughter’s first birthday during the trip so it was a very special one. I was already struggling to make everyone happy and comfortable and I chose a 4 bedroom house because that was my priority. Before arriving at the property I asked Jacqui about the heating situation at the property so everyone would be prepared with the right clothing, she replied and explained, then I asked if they had an iron there and there was no reply, and then we got to the property and I asked about the wifi password because I couldn’t find the router, she replied. When we got to the property, we realised that 3 out of the 4 bedrooms were joined together. So the person staying in the last bedroom would need to go through another 2 bedrooms if they need to go to the toilet at night. There is a door that goes outside from this last bedroom, but in order to use this at night time, you would have to leave the living room door open, which isn’t very safe. Additionally, in between those bedrooms, there are sliding doors, one that is very noisy, and are not as good at keeping out the sound as usual doors. Obviously most guests were disappointed about this. I wish I could have taken one of those rooms with each of my parents in the other room to make things slightly more comfortable, but because of my baby, I needed to take the separate room in case she started crying during the night, and also she goes to sleep a lot earlier than everyone else so I didn’t want anyone walking through her room (the first room is the only one that I could fit a portacot). I read the ad for the property over and over again to see if I missed something as I thought a detail like this surely would have been mentioned and there was nothing. Additionally, one of the heaters wasn’t working properly (later we managed to make it work, it seemed like it was a issue with the charging cable) and we noticed that the power board to the microwave wasn’t working as well so we moved it to another spot in the kitchen. I thought it was good to mention this straight away as I didn’t want to be blamed at the end of the trip for braking/moving anything and when I messaged, I decided to also mention that we were a bit disappointed about the layout of the property. Once I said this, Jacqui said that it seemed that I wasn’t happy and asking too many questions (all of the questions were asked before I arrived at the property) and offered a full refund if I wanted to leave. This would have obviously made our holiday even worse. We had unpacked at this point and it would have been pretty impossible to find another property for 7 adults, a baby and a dog at such short notice. So I thanked for the offer but politely declined due to the reason above and Jacqui’s reply was “make the most of it then. Life is too short”. I was honestly expecting a reply like “sorry that this is an inconvenience. I will make sure to have this in the description so other guests will be aware of the bedroom arrangement.” For me, that would have been good customer service, but I just left it. A day later, we noticed heaps of ants in the bin. This isn’t surprising to me obviously considering the location of the property but I sent a photo to Jacqui and asked her about it because I thought that maybe it has happened before and she would have a solution in the property or some kind of chemical that could be used. I had no reply from her. Then a few hours later, my husband opened the bin, and a rat jumped out at him, it went under the fridge, so we tried to get him out by moving the fridge but we managed to escape through the cabinets, likely underneath. We were also disappointed to find a dead mouse behind the fridge. After this, we basically lived with the rat for the rest of the stay. We tried to put some poison in some areas where our dog couldn’t reach, but it didn’t really have an effect while we were at the property. It would constantly come into the bin and maybe the roof (unless it was possums), but we never managed to get it again. I didn’t even bother messaging Jacqui again because I thought there wasn’t much point considering she never replied to me about ants. One of the requests of the owner is for us to put bins out on Sunday night. We arrived on a Sunday night and the yellow and red bin were already outside so we just left them there, but we noticed that only the yellow bin was emptied the next day. The red bin was already full when we arrived and we really struggled with the general rubish during our stay. I messaged Jacqui explaining the situation and asked her where I should put the excess rubish. She clearly didn’t even read my message properly as she started accusing me of not following the rules of the property because I didn’t put the bins out because the red bin is