RIBERA MOON Frontline lejlighed med spektakulær udsigt over Sitges.

Thank you for your feedback, Mark. We’d like to reassure future guests that the apartment itself was always fully secure. The issue mentioned concerned the building’s main entrance door, which is managed by the owners’ community. It temporarily would not lock with a key, but the door remained closed and safe throughout. We reported it promptly, though the summer season caused some delay, and it was fixed shortly after. Guest comfort and safety are always our top priority, and we appreciate the opportunity to clarify this.

Thank you for your detailed feedback and for highlighting the apartment’s location, comfort, facilities and sea views. We are sorry that noise from neighbouring apartments and the lift disturbed your stay, particularly at night. While these sounds come from the shared building and are outside our direct control, we understand how disruptive they can be and will continue to raise the issue with the relevant parties. We also apologise for the unpleasant odour in the bathroom following the heavy rain. As you noted, this appears to be related to the building’s drainage system. We are following up with the building’s maintenance company to investigate and address the cause. We regret that the air freshener provided did not offer an effective solution during your stay. Thank you for your patience and for recognising our team’s efforts to resolve these issues. We hope to welcome you back to one of our apartments in Sitges very soon.

Thank you for your comments. We take note and appreciate your advice and hope you will visit us again very soon.

We are really sorry to see that this guest rated us with a 1* review when she mentions that the property is nicely decorated and well located. She also mentions that we were easily accessible and reactive. Only taking into account these compliments, a 1* review doesn´t reflect her stay with us. Unfortunately, during her stay, the intercom that opens the building door was out of service, which means that she could not open it with the link we provided. However, she missed to mention that she had two keys of the building door available to open it manually. Also in the unlikely event that the link to open the apartment door doesn´t work either, she could access the apartment with a personal code that we provided her along with the check in instructions. The AC unit was replaced last year and we were very surprised about the various fails that she reported. After her stay, we learnt that there was an issue with the electricity in the building that caused the intercom, the AC and other electric appliances in the building to burn out. The community of owners is already working to find a solution to it and it will be fixed very soon. It’s true that the washing machine caused a small flood because the water pipe was moved and it drained outside the flushing pipe. Not sure if they moved it or it was just an accident, but in any case we were there in just a few minutes after she reported it to fix it. She now mentions that the property is not well equipped but she didn’t said anything to us during her stay and she doesn´t say what she needed either. If she would have mentioned what she was missing we would have delivered it immediately. Finally, she also forgot to mention that I offered her a discount on her next stay to compensate her for the inconveniences. After reading her review, I can´t recommend any host to welcome her in his/her property because the inconsistency about what she says and what she writes. That said, we understand that there have been some issues in the property but we have fixed all of them in no time and we feel that we do not deserve such a low score.

Dear Nora, Thanks for taking your time to reviewing your stay with us, although we are sorry that you decided to rate us with such a low score as you based your review on situations not related to the quality of the property and the service that we offer. Regarding the works in the building, I’m sorry if they disturbed your stay but they are completely out of our control and I can confirm to future guests reading this message that they are now finished for the summer. On your departure day our standard check out time is 11am, but we allowed you to stay till 15:30 at no extra cost, according to your request. As you mention, we have an electronic system to open the door that it´s valid till 11am on the guest’s departure day to protect the privacy of future guests. Unfortunately, our staff missed to reset the validity time of the system and you could not access the apartment after that time, but I was the one who fixed the issue for you only 5 minutes after you called me, so I’m confident that you didn´t invest 2 hours waiting in front of the apartment to access it. In any case, we accept that it was our mistake not to update the validity of the access, but it was done in goodwill to let you stay 4 hours and a half extra at no cost and we reacted inmediatelly after you reported it. I really hope that you have better memories of your stay in Sitges beyond the ones that you decided to share with us.

Thanks Bill! You also were a very nice guest and we hope to see you again very soon!

Thank you very much! We hope you will come again very soon!!