Thank you Michael for taking the time to leave a review. Really pleased to hear that you all had a great holiday. We can't wait to welcome you back - it will be an absolute pleasure. Wishing you and your families a very happy 'rest of' 2018. Have fun. Karen & Matt

First and foremost, thank you Mr Mallaby for your review and we are glad you enjoyed your stay at our property.

Secondly we would like to say that, as owners and when we take our holidays elsewhere, we applaud and embrace the review process of trip adviser and other review sites. With this in mind we would like to address your comments regarding the end of stay cleaning fee which was levied and then subsequently waived as a gesture of good will.

We charge a cleaning fee of 80 euros for our 90m2, 4 bedroomed sleeping up to 9, two shower rooms, apartment it takes our cleaner 3 hours to do this clean. We do give our guests the option of doing the cleaning themselves ready for the next guests and this usually works well for our guests who wish to save 80 euros. But, as stated in all our literature and contract, the apartment must be clean ready for the next guests in order for this fee not to be charged.

On your last day, we asked you if you wished to book a cleaner for your departure day and you said you did not want to pay for a cleaner, you were going to clean the apartment yourselves.

When guests tell us that they prefer to clean the apartment themselves, we provide a full cleaning checklist which fully details what is expected and on the day of departure we carry out a full inspection of the property immediately prior to your departure.

Although we live on site, you checked-out without informing us, therefore we were not given the opportunity to inspect the apartment with you there. Soon after your departure, we immediately noticed that apartment was not to the required standard and emailed very politely to say that ‘you may not have had time to clean the apartment after all’ and a full clean was necessary, therefore the 80 euros was levied.

In reply to our email we received a very impolite email from you;
“we can categorically state that we did clean the apartment”.
To illustrate the problems regarding the poor standard of cleaning we sent over 30 photos such as uncleaned unflushed toilets, sticky food throughout fridge, frozen split beer can left in freezer compartment, unvacuumed floors, dirty basins, crumbs and grease in the kitchen. Had our next guests seen the apartment in the condition it was left in, they would have had a shocking start to their holiday. I am sorry that you found the photographs we sent to you "laughable" as we take the cleaning very seriously.

Prior to this review you did not mention that there was a lack of cleaning materials or that you could not get the vacuum cleaner to work, this was fully working prior to and on your departure day – that you only now say prevented you from cleaning the apartment. The mop was in the cupboard together with 3 different types of cleaning solutions, 2 j clothes and duster and a sponge. None of our previous guests have ever had problems using these products. Had you asked us to replace them during your stay or on your last day, we would have been happy to.

We take a huge amount of pride in our apartments and although we saw you to say ‘hello’ most afternoons enjoying the sunshine on your terrace, at no time during your stay did you inform us of any problems or issues regarding any part of the accommodation.

During our 15 years of being owner/managers of holiday apartments, this is only the second time we have levied a cleaning fee after our guest’s departure.

It has been difficult to address your points as you keep changing the reasons for the very poor standard you left the apartment in.

We would kindly ask our future guests to fully read this review together with our above reply. We feel at all times we acted reasonably and always go above and beyond to ensure our guests enjoy their stay.

Thank you

Thank you Hilary for leaving your review. Much appreciated. Hopefully see you all again soon. Enjoy the rest of 2016 !!

Many thanks John for taking the time to review our property. We are very pleased you had a nice holiday. It was a shame that the challenging snow conditions prevented you from benefiting from the direct access to the piste. Whilst we do say that having a car in resort is not essential, it is useful for shopping. We are always keen to improve where possible, so to this end and with your comments in mind, in future we will offer our Chalet Miravidi guests a shopping option, so I can do a 'food shop' for our guests when I visit the valley. Thank you for highlighting this and perhaps if you visit again you will find it useful too. It was a pleasure to meet you all and wish you all the very best in 2016. Karen & Matt