Help - I feel terrible!

[Keeponkeepigon]

I feel terrible. I’m on holiday and i’ve just returned from dinner to a letter in the villa accompanied by a hamper. Earlier in the day I’d received an email to ask how everything was. I’d replied it’s beautiful and peaceful and the directions to the villa were wonderful. But there were two small issues, a dirty towel and we found a sock in the outside furniture. But apart from that everything was great. Now the letter apologises and says the cleaner will come to collect the towel and sock tomorrow and say sorry in person. It explains she had a death in the family and she came to clean regardless! I feel absolutely awful, I wish i’d never replied to the initial email. Not sure what to do!

I don't understand why you feel awful! You just replied to the email. You were polite & sounds like they are trying to sort it out for you.

Apologise and give your condolences?

I don't know why you complained about those two items when they haven't made any difference to your stay though; mistakes like this happen. Just put them in a corner of the utility room or whatever. Nobody needs to come and collect them or even know about them until the end of the stay.

You've done nothing wrong! You could not possibly have known but I can see why it has made you feel bad, I don't think that information should've been shared with you to be honest.

Oh how awkward! Not your fault, how were you to know? I'd just be super nice to the cleaner when she comes tomorrow.

You don’t do anything op! This is a professional exchange. They asked for feedback. You gave it honestly. And now they are putting things right. Please allow them them to do this.

Harsh though it sounds, the owners are providing a professional service for which you are paying and it should be provided to a certain consistent standard whether there has been a death in the family or not.

If things go well for the duration of your holiday, you can make your appreciation known to the cleaner by way of a good tip.

Kind of think a bit too much info was shared on both sides to be honest. Send a message back saying thank you so much for the gift and then take the bottle of wine (or best part of the hamper) out and give it to the cleaner who is essentially coming out for nothing. Then move on and enjoy the rest of your holiday!

They should never have sent you the second message; outrageous on their part. Text or email them back and say they will do no such thing as to send the cleaner to apologise.

They emailed straight back and said sorry they’ll replace the towel tomorrow. Which I thought was a perfect response. The letter and hamper when I’ve returned tonight have made me feel like rubbish!

surely the owners should have apologised to you and not even thought of passing on the message to the poor grieving cleaner. For them to contact her and ask her to return to apologise and collect the items is heartless.
you obviously weren’t to know so it’s not you who should be feeling bad.