No 'WOW' factor
No 'WOW' factor
Submitted: November 12, 2009
Stayed: October 2009
This property was not 'luxurious' or modern by any standard, it was tired and dated. There was no tennis court or heated pool? Don't be fooled by the picture of the boat either, this must have been taken several years ago.
We had to wash the bed linen and towels on arrival as they were far from fresh. The hot tub was green and definitely not inviting. God knows when the water was last changed. When I queried with the owner they informed me that the tub was serviced a 'week' prior to our arrival, surely when a guest is arriving it should be checked and the filter switched on the day before.
The customer service was great before we went, but when I e'mailed on return it took 10 days to get a reply and no apology in sight. We asked for a refund on the hot tub as we could not use it, but were told no.
I would certainly not return to this property or recommend to anyone.
Owner's Response: This is the first negative review we have received after many happy and satisfied guests and we are pleased to have the opportunity to respond to the negative comments.
Once the Propety Managers were advised of the problem, which was 4 days into these guests' holiday, the problem was fixed within 1 hour. If they had called immediately on the day of arrival, all issues would have been taken care of straight away.
With regards to the laundy, the guests were advised all items had been washed in Purex - unscented and non-allergenic. Scented fabric conditioner is not used, therefore there is no odour to any of the linens.
The guests did not raise any other concerns during their stay and informed the Property Managers they were satisfied.
They e-mailed on return to England saying they had enjoyed their holiday but wanted a refund because of the problem over the hot-tub. When a refund was declined, they decided to post these comments.
The photographs of the home are all accurate, as is the virtual tour, no other guests have expressed disappointment, on the contrary most say the house is much more luxurious and spacious than the on-line pictures project.
These guests left the laundry cupboards in complete disarray pulling out all the folded sheets, pillowcases, blankets, towels, tea towels, curtains etc. This meant that every single item had to be laundered again once they had left as it was unclear as to what had been used.
We did not offer a refund as the problem should have been reported straight away and not 4 days into their stay. It would have been attended to immediately on the day of arrival. Our Property Managers are on call 24/7 and all our guests are provided with the contact numbers and e-mail address should any problems arise.
The house, swimming pool, tropical gardens and private dock are beautiful as many guests have enjoyed and commented upon. We have guests from around the World
and many repeat bookings.
We also maintain contact with all our guests, including a courtesy call to the property and do our utmost to make sure everyone enjoys their stay.
We accept honest criticism; we are realistic and know that everyone's expectations are different - clearly you cannot please everybody, as we have all seen on many a review site.
Helpful votes: 5/9
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