Dear Susan, I'm sorry if your stay wasn't quite perfect. We have to say your review is rather unkind and not truthful in many regards.
We're sorry if you felt Sherene wasn't very visible, but as she explained at the start of your stay, she had been suffering with a terrible cold and so was keeping a low profile in general. I can assure you this wasn't much fun for her during the Christmas holidays! Typically, we have found guests prefer more privacy and discretion than perhaps you're used to, and in fact spend the vast majority of the time out of the house exploring London than seemed to be the case with you and your family.
You're correct that the expresso machine is for private use. It's an expensive machine and we've had problems in the past when guests have tried to use it, in fact causing us to recently replace it. It doesn't stand any more 'proud' in the kitchen than the cooker or the fridge for that matter, so your choice of words is rather intriguing. There are a great many items in our home that are not for guests use which I'm sure you'll appreciate; it is a family home. There IS however a perfectly good coffee machine and also a cafetiere for guests to use in the summer room alongside the breakfast assortment.
We're sorry if the bed slats in one of the rooms dislodged. This can very occasionally happen, but in fairness, it is very quick and simple to adjust and remedy. It's a shame you didn't point this out during your stay. We will of course make a more sturdy and permanent fix for this. Just to clarify, this is a UK King size bed.
I do apologise for the lack of hot water in the sinks (not the shower) during your stay. This was unfortunate and although my husband tried to fix this at the time, it turned out to be a more complex problem with the boiler which couldn't be swiftly addressed during the holiday period (although has since been fixed).
We're puzzled by your comments on towels. Five towels were laid out between both bedrooms and the bathroom for your original booking of three people. In fact, when turning over the rooms our cleaner returned two completely unused green towels still folded neatly on the towel rail in the second double bedroom?!
Finally on your two additional guests.... We felt rather press-ganged into accepting additional guests which you announced on the evening of your arrival. We were never introduced to these guests, and you did not confirm how many would actually be staying despite being asked. In fact, we only met one of the additional guests on the morning of his departure. I'm not sure if you've given consideration to what it felt like to have strangers who we had not met, coming and going in our home over Christmas, often quite late at night. We did not bring this up at the time as we were being courteous during your stay. Of course, if you did not find the price acceptable or the guests did not want to stay at our home, you were free to find alternative space.
Thankyou for the pleasant comments about breakfast and the appearance of our home. We do try to give people the best we can.