I am so upset and gutted by your comments Daniel. You have completely misrepresented what happened. My colleagues and I work so hard to provide lovely accommodation here in Williamstown for our many thousands of guests each year and you go and put a review up like that which is so unfounded. It really hurts. I certainly do not want to have a fight but I cannot let this go without comment. There are fourteen people who work with me who all rely on this business to feed their families. I couldn't believe that you refused to let me explain why there would be an additional $20 charge for using the bed in the second bedroom. You just blasted me and then hung up in my ear!! And NOW you've put up this appalling review with the express intent of damaging my business, the livelihood of my staff and my reputation. Is that how you would like to be treated in your business Daniel? How would you feel if someone got you to do work for them and then refused to pay for the extra wiring that you installed? And what if they then lampooned your name and your reputation around your city? How would you feel about that? (Don't worry I am not gong to mention your surname or your business or city. I am not that nasty). I would never do something like that. If I have a problem with someone I talk to them about it and we resolve it. So ... please excuse me as I clarify the facts. 1) You mentioned on the phone that you have stayed with us about a dozen times. I could only see another 5 times but we only have records back as far as when we went computerised. But I note that each of those 5 previous stays has either been in the apartment above the one you booked this time or directly across the road in either the B&B house or the stone cottage . You obviously know the area and always choose the best location. As you know, each of those venues are walking distance to all the restaurants, shops and yacht clubs and the apartments have views out to the water, yachts and city. I therefore challenge your comment about value for money. You've not complained in all the previous visits. And the prices have been the same for four years. I think the key point here is that you prefer the apartment above that you stayed in last time (we talked about that when you checked in) and yes the layout is different in the downstairs one. I also prefer the upstairs one but .... they are very popular apartments and its a case of first in best dressed. We should charge more for the upstairs one but we don't. I love it when people walk in and say 'Wow!'. That apartment you stayed in this time is probably worth about $800,000. Thankfully the owner bought it years ago and does not have to pay a current day mortgage on it and that is why our guests are lucky that they can stay in this classic art deco apartment in such a lovely location for the rate of $245 (which includes a breakfast basket and discounts to my favorite 8 restaurants). 2) The lounge room does have the comfortable couch that you mentioned. Thank you. IT ALSO HAS TWO OTHER REALLY LARGE, VERY COMFORTABLE, NEWLY UPHOLSTERED 'MORAN' ARMCHAIRS. I mention these since you have implied that the room is not comfortable. This is so not the case. It's a lovely room with gas fire, polished boards, soft light lamp and a big rug. Not to mention the balcony off that with water views. In fact tonight there are 4 men staying in that apartment again (for the third time in 6 weeks). Because it is four men and the configuration is a Queen and two singles, one asked if he could bring a swag and sleep on the floor and I said that this was fine. No problem. I am very relaxed about how people use the apartments provided they do not smoke or damage them and are respectful of noise and neighbours. 2) You said that there is only a heater in the lounge. This is not true. There are portable oil and blow heaters in other rooms that can be moved to whichever room you wish. Maybe you did not look in the dining room. 3) You said that I called you and 'ACCUSED' you of having a third person to stay. This is not what happened. I called you and explained that the housekeepers had told me that the mattress from the second bedroom had been put on the lounge room floor and I 'ASKED' you if you had had a third person there. Your wife explained that she was pregnant and it was moved for her comfort. I did not not have a problem with that. I believe you are unreasonable however in thinking that you should not have to pay the extra $20 for using the extra bed - and particularly when you moved the mattress as well and did not return it. The mattress had to be carried back, the housekeeper had to run back to the main B&B house to get fresh linen and then they had to clean the second bedroom room as well as the one you slept in. The linen from that second bedroom then also had to be washed, dried, ironed, folded and stored. Actually $20 does not even cover the cost... Would you go to a restaurant and then demand that you don't have to pay for dessert at the end? Daniel you told me that I should have locked off the second room. I know lots of other accommodation providers do this but I don't because I want to provide the best experience for our guests. I don't want it to look like I don't trust my guests and also because we often have genuine cases (like yours) where people do end up wanting to use the second bedroom - snoring, pregnancy, restless sleep, restless legs syndrome, arguments etc. etc. But the difference is that other guests either call first or let us know the next day and this way the housekeepers can prepare correct supplies and calculate timing when they go to do the clean. No-one in twelve years of me running this business has ever said they thought they should pay a one bedroom price when they have used two bedrooms! In fact, we often get the comment that by only charging an extra $20 per extra bed or person, it makes it a very reasonably priced stay for three or four or (in the case of the apartment above) five people. And even when it is two people, if they choose to use the second room, they are usually so appreciative of having the option of a second room in order to help them with a better night's sleep, that they happily pay the $20. So ... Daniel. I really hope you understand where I am coming from.This is not a fight. And if you view it that way, then please don't keep going. You've won. You've damaged me and my business. I just hope that the damage has not been too great that it affects my staff. Sincerely, Melissa PS. I left a message on your phone the day you left regarding the earring that your wife left in the bathroom. Please let me know what you want me to do with it.