Home2Book Charming Casa El Refugio

Hello Gordo, thank you very much for your comment. We appreciate you taking the time to rate us, it is very valuable to us. We are delighted to see that the accommodation has met your expectations in terms of location and quietness. We are so sorry for the inconveniences with the maintenance and cleaning, we have taken notes to check this and fix this to improve our services. We always try to make our guests feel at home, and we are glad to see that in your case, we have succeeded. We look forward to welcoming you back soon and hosting you with us. Best regards, Home2Book Team

Hello David, thank you very much for your comment. We appreciate you taking the time to rate us, it is very valuable to us. We are delighted to see that the accommodation has met your expectations in terms of location and gardens. We are sorry for the inconvenience you had with the missing information and instructions, and the loungers. We want to inform you that we have taken notes for add that information, and the loungers do not have covers as they do not needed but we are so pleased that you leave ones for our guests. We hope that these inconveniences will not be a reason for you not to stay with us again, as we will be happy to welcome you back soon. Best regards, Home2Book Team

Hello Julie, We are sorry that the arrival at the villa was a bit delayed, we apologise for that. Sometimes calls are not answered in a timely manner due to the number of calls we receive, but we always return the call to the guest. I will make a note of all your comments so that we can work on them and continue to improve as a company, your comments help us to improve. I have also made a note of your comments so that the owner can take them into account. I hope you enjoyed your stay and I look forward to welcoming you back in the future. Best regards, Yurena

Dear Julie, We’re genuinely surprised by your review, especially considering the ongoing communication we maintained throughout your stay. From the moment you reported the absence of tea towels, our team began managing the request internally, even though our cleaning staff confirmed they had been left. Despite this, we included the matter in our follow-ups and had the housekeeping team check again after your departure. The issues you raised regarding maintenance were also being addressed. Some elements, like the second set of keys and the condition of certain fittings, were already under review, and inspections were scheduled right after your stay to ensure a thorough assessment of everything mentioned. While we understand how frustrating it can be when expectations are not met, we do want to highlight that your concerns were neither ignored nor dismissed. We took them seriously and acted on them, even when clear documentation (such as photos or videos) was requested to better understand the situation and provide solutions. We regret that despite all these efforts, you left with a negative impression. Your feedback has been reviewed with the corresponding teams, and we continue to work toward improving both communication and response time to ensure a better experience for all our guests. Best regards, Patricia Home2Book Team

Dear guest, Thank you very much for your excellent rating. We are delighted to see that your stay met your expectations and truly appreciate you taking the time to share your score. It motivates us to continue providing the best possible experience for our guests. We would be happy to welcome you again in the future. Best regards, Patricia Home2Book Team