We always welcome reviews from guests if they are based on facts and not erroneous information. I had called this guest twice (I was in Australia having medical checkups so I was not on 'tap' to have all the information at hand). Being thousands of miles away I had no idea there was an electrical problem. After I was first alerted to this problem I said to this guest that I needed to call my husband and find out what had happened. The attitude of the guest towards me, over the phone, when I wanted to check what had happened was 'rather aggressive' and there were two requests at that same time for financial compensation. This guest expected me to accept her explanation without checking the facts with my husband. Yes, I found it impossible to believe that all of a sudden, three of our airconditioning units were 'broken'. I knew there had to be another issue in relation to this and I needed to check on it and get back to her. I contacted my husband and he told me that our trusted electrician and the electrical supply company were onto the issue immediately. The airconditioners were not the problem as I had thought. It was the electrical 'supply' from the company which had been compromised and the power coming into our villa from the company was not sufficient to run all six airconditioning units and the jacuzzi in the swimming pool at the same time. This, of course, has been rectified. This has never happened at our villa before. This guest told me that it was the 'first night of their stay' that they had the problem only. This guest also told me, during our first phone conversation, that other than this electrical issue everything else was 'great' and they were truly enjoying their time at the villa.....We had guests immediately prior to the arrival of this guest and there was not a problem with any of the a/c units so I knew it had to be something else and I needed to find out the story. It was the supply from the electrical company and their 'device' on our building which was not operating. It was addressed immediately and explained to our guests in detail by staff and by me, after I had the opportunity to get the full story. To say our villa is 'crawling with ants' is really gross misinformation. There are ants outside the building and yes we spray them when required. If food is left out (and sticky drinks) by the pool, yes ants will come. This is not a huge problem and is easily remedied with spray. We are very unhappy when our guests are unhappy. We go out of our way to make sure they are well-looked-after. Yes, we have wonderful staff who informed me that they were told by these guests that if they didn't get a refund they would write 'bad reviews' about the villa. My staff also told me that they were intimidated by these guests. An unfortunate situation all round. I did compensate the guests with free accommodation for three rooms for the first night. They also given a free lunch for the sixteen guests. I actually compensated the guest financially over and above what was asked me. The day of departure the guests then renegged on what was an acceptable amount of 'compensation' and doubled the amount they were demanding. I most certainly compensated them for what they had asked for the night before departure. This is a very unfortunate situation and we certainly did our best to have it rectified as soon as was humanly possible. We certainly wish all the best to these guests and hope that the majority of their stay was a memorable one.
Toutes les réservations sont effectuées directement auprès du propriétaire 