Beautiful Villa

We are genuinely surprised by this review, as it does not reflect either the communication during the stay or the facts observed after check-out. During this guests stay, we provided several additional services well beyond what was included in the booking. This included Christmas catering, extensive seasonal decorations throughout the house, and the purchase and setup of a Christmas tree, all arranged to support what the guest later described to us in writing as a “lovely holiday” in an “amazing house.” The guests daughter and grandchildren made very frequent use of the outdoor spa. After check-out, the spa was left in such a condition that it required complete draining due to significant dirt and lack of basic pre-use cleaning. We chose to absorb the time and cost of this ourselves, as part of our responsibility as professional hosts, and did not raise this issue with the guest. Upon returning to our home after her check-out, we discovered that the outdoor shower located directly next to the spa had been knocked over. The shower head was broken and lying shattered on the ground. During the period in question, the guest and her family were the sole occupants of the property for seven days. Despite the shower being positioned approximately 30 cm from the spa they used extensively, the guest denied any possibility that the damage could have occurred during their stay, even accidentally. We informed the guest of the damage in a factual and neutral manner. Unfortunately, the subsequent communication from her became dismissive in tone, and she then chose to leave a low rating that contradicts both her prior written feedback to us and the overall circumstances of the stay. Damage was identified immediately after check-out, we addressed it transparently, with photo documentation which the guest accepted to be true at last. The subsequent low rating appears to be a reaction to this process rather than a reflection of the stay itself.