アバハナヴィラズ - COGOLL

Dear Lynn, We are very sorry for the difficulties you encountered during your stay and, above all, for the lack of clarity around the bed linens and towels. Although our settings on VRBO are correct and the property is marked as not including these items, the platform does not display this information as explicitly as we would like. To avoid this confusion, our internal process is to always confirm this detail directly with guests and introduce them to our trusted provider, Hire-Bedlinen. In your case, after reviewing the exchanges, it is clear that this step was not completed, and we sincerely apologize for that failure in communication. We fully understand how this created frustration, and we take your feedback very seriously. Hire-Bedlinen is a system we trust and that works well for the vast majority of our guests, but it only works if the information is communicated clearly and on time. We are already taking measures to make this much more visible on VRBO and to strengthen our internal confirmation process, so that no guest faces the same confusion again. We truly regret that these circumstances overshadowed the positive aspects of the villa. Your comments are invaluable for us to keep improving, and we hope that—despite this unfortunate experience—you may consider giving us another opportunity in the future to show you the level of care and service that we are proud of delivering to our guests. Warm regards, The Abahana Villas Team