Modern 2-Bedroom Apartment in Edificio Marápolis, Marbella Centre

Dear Naghmeh, We regret that your stay did not meet your expectations. However, we would like to clarify a few points for future guests. When you finally sent us the photos, they showed signs of wear and tear and maintenance issues, rather than a lack of cleanliness. Even so, we took your concerns seriously and were available to assist you. You also inquired whether cleaning during your stay was included. Please note that this is a self-catering holiday apartment, not a hotel, and mid-stay cleaning is not included unless specifically booked as an additional service. Before your arrival, we informed you that early check-in would not be possible, as check-out and arrival were scheduled for the same day. Despite this, you contacted us at 12:30 p.m. requesting access to the apartment, even though check-in was clearly indicated as being from 4:00 p.m. Shortly after your arrival, you called our emergency number to inquire about the amount of toilet paper available. As this is a vacation rental, guests are responsible for purchasing their own toiletries during their stay. Nevertheless, we provided you with one roll of toilet paper as a courtesy. As a gesture of goodwill, we offered you additional rolls, which you could collect from our office. Regarding towels, your booking was for two people, and two full sets of towels, one per person, were provided, as stipulated in the booking. You subsequently requested four large sets of towels, leading us to believe that there might be more people staying in the apartment than initially indicated. Following your complaints, VRBO contacted us, and we discussed a full refund if you decided to vacate the property. We agreed to this arrangement, provided you vacated the apartment and sent proof of departure. However, no such proof was ever provided. On Monday, our colleague visited the property to assess the situation. The apartment was occupied, the door was locked from the inside, and no one answered. We also sent several messages through VRBO requesting clarification, but received no response. What surprises us most is that, despite having our address, phone number, emergency number, and an active message thread on VRBO, we received no further communication from you until just before your departure. Had we had the opportunity to answer your questions during your stay, we would have gladly done so. We always strive to help our guests and resolve any issues that may arise. We regret that, despite our efforts and constant communication, this was not reflected in your review. Marbella Skol Team