San Roque Golf & Relax 5001

Thank you for your feedback. We are sorry to hear that you were disappointed with the situation regarding the pool and the subsequent service charge. Please allow us to clarify our procedure: whenever a guest experiences any issue in the apartment, we are always open and willing to receive a call. In such cases, we promptly send our in-house technical team to assess and resolve the situation, at no cost to the guest. However, in this instance, after our team had already confirmed that everything was functioning properly, we received a second report of a supposed issue. In response, and in an effort to ensure everything was in order, we arranged for an external company to carry out an additional inspection. Their assessment confirmed that there was no fault and that the pool was in perfect working condition. As this second call-out involved an unnecessary external service, we were left with no option but to pass on the cost of that visit. We hope this helps clarify the situation, and we truly regret any misunderstanding that may have occurred.

Dear Kathryn, Thank you very much for taking the time to share your feedback. We are delighted to hear that you enjoyed your stay at the San Roque Golf accommodation and appreciated the apartment’s decoration, the beautiful surroundings, and the outdoor space. At the same time, we sincerely regret that the cleanliness and equipment of the apartment did not meet your expectations. We are particularly concerned about the presence of broken glass and cobwebs upon arrival, and we will immediately inform our cleaning team to prevent this from happening in the future. Please note that, had we been informed at the time, we would have been more than happy to send our staff to resolve the issue during your stay. We always aim to address any concerns as quickly and efficiently as possible. Your comments regarding the pillows, towels, and kitchen equipment have also been noted and will be shared with the property owner for improvement. We thank you again for your valuable feedback and hope to have the opportunity to welcome you again under better conditions. Best regards, Zapholiday