Stunted Totara, Unit 5

We had a problem with the shower drain and it wasn't working - so water overflowed into the kitchen. When I rang the helpline number, the lady told me that she has 10 minutes and will be closing for Christmas after that; she will try to get a plumber in that time and if she couldn't then I will have to live with that problem. I felt strongly that this was not the service I expected after making the payment in lump sum for the three night stay. We were outside the unit in town at lunch when this call took place. After about half an hour, I had a voicemail from another person, a male this time who told me that the has checked the shower, ran it for some time to check the water was flowing smoothly through the drain and also said in the same message that we should make sure we are not standing on the drain while having the shower and block it and also that he had replaced the wet floor mat. This message was pretty offensive on two counts - one that we were lying we had a problem - he could see that the whole bathroom including the toilet area and the kitchen were flooded and secondly the wrong assumption that we don't know how to use the shower i.e. don't stand on the drain while having the shower. They should be told that this is very unprofessional and unethical to call your customers liars and assume they do not know how to use the shower. This experience left a very bad taste for us though he came promptly to fix the problem.