Villa in Carvoeiro, Lagoa, with a heated pool, hot tub, barbecue, and garden

Dear Sarah Thank you for your feedback. We are very sorry to hear of the difficulties you experienced during your stay and any confusion regarding the heating costs for gas and electricity. It is only during ‘November to March’, that heating costs are charged, which is common practice in Portugal. This is also clearly stated on the villa listing on the VRBO website, who reviewed the situation and completed the payment as it had been appropriately disclosed. In regard to the air conditioning units, we did immediately instruct engineers to call and repair them. Unfortunately they were unable to, as parts were unavailable. We are in the process of purchasing 3 brand new air conditioning units as replacements. In response to your additional comments, we have never received any complaints in these areas, and our many valued repeat clients, have never expressed any concerns. However, we will closely monitor this. We value transparency and always welcome questions before booking to avoid misunderstandings. We were glad to hear that you were happy with the villa’s short walk to the cliffs, beautiful location and lovely view of the ocean and wish you all the best in your future travels. Kind regards Mónica Correia