VRCC Villa Rome - classic beauty

Thank you for your feedback Samantha. I apologize that your vacation didn't turn out as expected. Let me clarify a few things so potential new guests can make a decision based on both sides of the story. The pool & spa was in good shape when you arrived at the property. As you said, it turned cloudy (not green) after a few days. The reason for that is that the pool & spa were left in spa mode for days. So the way a pool & spa combination works is simple. If it´s in pool mode, the pump will filter all the water (from pool and spa). If you want to heat up the spa you put it in spa mode so the heater solely heats up the spa. Problem is, you can´t keep the pool system in the spa mode for several days. This way it solely cleans and heats the spa and not the pool. Consequence is that the pool remains unfiltered and turns cloudy. We have a house binder in the house that explicitly explains the pool system. We also came for the in person check in and explained the pool system, tv´s and the bbq grill. To operate the pool and spa you only have to push one button. You push spa once and the system heats the spa. You push spa twice and it stops. The screen on the pool system confirms this action. So I´m sorry it happened and as you know, we send a pool crew over to the house immediately to fix the issue but I hope you´ll understand that this problem was caused due to an operator error. The other problem with the internet being off for 2 days (not 3) was also pretty obvious. We had a bad storm here with heavy wind and a palm leave fell on the Comcast line to the house and ripped it off. We called Comcast immediately and didn´t stop to call them until they sent their technician out and fixed it. I wonder why this detail was not mentioned in your review. I understand the inconvenience of lacking internet for 2 days but this was force majeure and I felt like you thought the same.

Dear Dave, thank you very much for your feedback. We appreciate every feedback even if it´s not positive for us. We try to improve our business with each customer and your review helps us to reach that goal. Please let me clarify for justification some of your issues. Potential new guests should understand my lack of willingness to compensate you for other mistakes and how this led into this revenge review. First of all, the door code was not wrong. As you commited later, you entered the number incorrectly because you thought you have to push the button „2“ twice. I will not comment that. The hot tub never failed. You arrived in the late evening and scheduled the check in for the next morning. The first night you failed to operate the spa. An operator error is not a malfunction. After the property manager showed you how to use the spa it worked. Also things like 50% of the light bulbs were out and smoke detectors not working are incorrect and hopefully potential new guests understand how unlikely that is since we had only 5* reviews so far. Let me come to the point that led into your excessive demands of 50% refund. The batteries were dead on arrival. The boat manager immediately went to the shop, bought 2 new ones and installed them. You lost 1.5h and we agreed to compensate for that. But certainly not 50% of the entire amount for house and boat. It´s unfortunate that you fulfilled your threats about the negative comment into practise just because we refused the excessive demand. But I will learn to live with that. I´m sure future customer will understand that this bad review among all the 5* reviews is simply wrong.