Even though this is anonymous we know exactly which guest this is and they didn't come and stay. We had a call from Expedia the day before their due arrival to say they needed to cancel due to a changed flight and we advised there is no refund at this stage. The guest then didn't cancel, though then said they tried to get here but the road was closed. The road was opened 2 weeks previously after the flooding, and all our guests have been arriving without hitch. As this failed and they hadn't cancelled their booking they still have the right to post a review which they have. We love what we do, though need people to understand that our location means we don't have passing last trade like e.g. Queenstown, to fill last-minute cancellations, so our cancellation policy is 7 days. We wish these guests peace. See you all at Kinloch another time.

Apologies that you didn't enjoy your stay, however guests do have to take some responsibility to read about properties to make sure it's a good fit for them, suspect you would have been happier in town judging by this review. We have no control over the sandflies and we sell insect repellent that was created in this valley, so it definitely works, and provide it free to restaurant guests. Our automated emails to guests and our website state that we have sandflies, we make no secret of it. I have just looked at our wotif listing, which we cannot edit as it's created from information in Expedia, and it clearly states under About this property "Bathrooms are shared." Our cancellation policy is a fee of 10% of the booking up to 7 days before your stay, after that it's 100% of the booking due to our remote location, therefore you had plenty of time to cancel had you wished to do so.

Thanks so much for your lovely review!

Thanks James!

Thanks for leaving a review Shmuel. We have photos of our rooms on our listings.

Our rooms are shown on Expedia with a photo and the room size. We have bigger rooms elsewhere but there's nothing we can do about the room size in a heritage listed building, it is part of the experience and guests do have a private lounge to enjoy with other heritage guests. Our mattresses are all newly purchased within the last 2 years and we will review the towels to see if any need replacing. The wifi usually works, apologies if it wasn't during the guest's stay but we are an hour from the nearest town and technology does occasionally fail in any location. We have a 10am checkout which is when our housekeepers start working to prepare rooms for check in at 2pm. The only incident recently with a late checkout from the lodge resulted in our staff member continuing to clean elsewhere in the lodge while she waited, our staff are not in the habit of wasting time or coming across as rude by standing outside a room. Can't comment on the breakfast service as people have different definitions of slow, we serve as quick as we can whilst offering freshly prepared food.