Hermosa villa de 3 dormitorios con impresionantes vistas al lago

We are very sad to receive a review such as this but unfortunately not surprised as the guest was extremely aggressive from the beginning of his stay. We emailed the guest on the Friday night to see if everything was ok and his first response was that the air conditioning was not working and if we didn’t get it fixed immediately he would be checking out and asking for a full refund. This was on a Friday evening on a holiday weekend (July 4th) and the air conditioning had been working fine earlier that day when the property had been inspected. Luckily we were able to get someone to come out that evening and the whole thing was fixed within a couple of hours (it was just a blocked condensation line) Next the guest contacted us as he had found a dead frog in the pool area and a dead cockroach in the garage. He wanted to check out and wanted a full refund. Whilst the pool area is covered it is not impenetrable and small animals do find their way in, the same can be said for the garage. The property is regularly sprayed for bugs hence the reason the cockroach was dead! Not sure what he expected us to do here other than kill all wildlife within a 1 mile radius. After this the guest contacted us to say the carpet was stained and a corner of the room smelt of urine. He wanted to check out and asked for a partial refund (there’s a bit of a theme here) Our management company went to the villa that very same day and could find no smell but did confirm that there was a stain on the carpet. They left a note asking him to contact them as he was out but he did not contact them. The stain had been caused by previous guests and whilst it had been steam cleaned the stain did not come out. We are unable to change the carpet every time a stain is left otherwise our security deposit would run into the thousands! The guest then started to send some very nasty and abusive emails, but still did not contact our management company who offered to rectify any problems. We have been renting our villa for 15 years and will always try to rectify any guest problems but unfortunately some guests are impossible to please. Please note that we had guests staying in the villa both before and after this guest and they have given us 5* reviews. We will always listen to feedback and in fact due to a few comments about the air conditioning we had this replaced in April, we are also replacing the carpets in August and repainting the interior in September.

This bug 'infestation' certainly is a mystery, as the previous guest (who left 2 days before) and the guest who checked in soon after found no evidence of these sugar ants. Neither did the exterminator (who we sent out three times) or our management company, who did a complete inspection both during your stay and after. Nor have we had this complaint before in the eleven years that we have owned this property and the many, many guests that have stayed with us. We understand that you stayed in another rental property before us so we are left to wonder (if indeed there were any 'bugs') whether they came with you from that property, as this would explain why they were not there either before or after your stay.