Through refusing us or our agents access to the property at certain times or asking us to leave the premises before a job is fully completed, you denied us the ability to fulfil our commitment to ensure the full safety and comfort of our client. Conversely, by the same action, you also denied yourself the right to complain that things were not done.
As a private owner, we personally ensure visitors are safe and comfortable and will “move heaven and earth” to ensure this is the case.
When there are times an outside influence completely out of our control threatens this, we have a clear set of procedures to ensure remedial action is taken, covering four priorities:
1 - Safety,
2 - Comfort,
3 – Communication,
4 – Entertainment.
We also have a local network of professional and resourceful tradespeople who respond immediately to rectify problems.
In this case, while you were out of the property, we were notified via our security alarm system there was a power anomaly.
Priority 1 (Safety) was initiated, immediately, by isolating the affected part of the power supply and request an immediate visit by the ‘power distributers’ to ensure the incoming power supply stability. The conversation during their visit was not as you depicted above. When stability of power was established and made safe, tested and phone conversations, all in Portuguese, (the native language), we used our best efforts to persuade them to repair the distribution board whilst they were there. They stated their responsibility was for the delivery of power to the house which terminates at the first fuse cut-out. They were not allowed to touch house boards and we would need to use an independent electrical engineer to repair the damaged item. It just happened, that the engineer they recommended for our area was the one we use. At no point was the house without any electrics.
The next morning, repairs were made to the distribution board item and the affected sockets were tested, therefore priority 1 was complete.
We did advise you immediately that everything was safe and working by telephone, so cannot understand why you found the need to unplug the fridge/freezer to use the washing machine. Incidentally, we have two fridge/freezers, just in case one breaks down.
We did offer immediate replacements for the two chargers that were damaged, but you declined.
Your remark relating to “putting up with lights turning on and off at night, unprompted” was never brought to our attention, however, the light you are referring to is an external security light, installed for everyone’s safety. The resolution to this problem would have been to either draw the curtains or lower the electric security shutter on the relevant window. Alternatively, if we had been informed that it was an issue, we would have de-activated it for you.
Priority 2 (Comfort) was achieved within an hour of the power anomaly, through us purchasing and installing the first of two portable air-condition units. The second unit was sourced and purchased the following morning. Unfortunately, you denied me to access the premises to install it, so the conclusion of priority 2 was delayed.
Priority 3 (Communication) was achieved a day later by our internet provider, through the replacement of the router and the testing of the internet connection.
Therefore priorities 1 to 3 were completed with tradespeople in the premises for less than 2 hours.
Priority 4 (Entertainment) was deferred at your request where you stated that the “absence of a TV would help repair the rifts within your family and improve communication”.
In relation to the pool drain cover, you requested we postpone our scuba-diver visit during your stay, so therefor, not in a position to complain that nothing was done. The cover was secured on the day of your departure.
Contrary to your assertion in the review, we have never said our electrical contractor was the cause of the problem. The last visit by our electrical contractor was a year prior, on the 26th of July 2021, for the installation of a new water heater.
We also note that you used the word ‘fire’ four times in your review which is categorically untrue. There was no fire!
The cause of the power interruption was an increase in voltage on one of the three live inputs to the house and, we did identify to you in writing during your stay, that our local municipality made a public announcement to all residents of an “anomaly affecting power supply” apologizing for any inconvenience and asked for understanding.
Referring to the matter of the flyscreens; we did explain to you that ‘covid’ restrictions had only just been lifted in Portugal and that we were waiting for a visit from the engineers. During that communication we did ask why you would have the doors and windows open and the air-conditioning on. Your reply was, quote: “It is of no concern to you when, why or if we choose to use aircon over leaving the windows open with screens. We pay for that choice.”
There was a complaint by yourself that one of the fire extinguishers was missing from the house. I explained that for client’s safety we have 3 times the minimum requirement for the house. I immediately retrieved the one that was in for annual service and left it by the front door, however, we noted that it was still there when the property was vacated days later.
You have also proven yourself to be untruthful when you denied any knowledge of the damaged wash line; blaming subsequent guests, our cleaner or gardener, until we identified otherwise with the date and timestamp of the photograph of the damaged item.
The VRBO Premier Host program, which we are part of, is an “invite-only program that acknowledges property owners who consistently provide quality traveller experiences to their guests”. It is not attained by luck, but by hard work and dedication on our part to ensure our client’s safety and comfort. Our eighty-seven 5-star reviews to date, endorses this. Four are from guests who have visited our property after your stay.
One of those last reviewers stated the following:
Quote from the owner "it's your holiday so we will do everything we can to make you feel like you're on vacation". No empty statement, Barry and Tina know how to find the perfect balance between support where needed and privacy.
Another stated:
The owners Barry and Tina are the loveliest, most genuine people I have met. They went above and beyond to make us feel very welcome. If we needed to know anything they were at hand. They even sorted out my car hire for me at a great price and had it delivered to the villa when I had trouble finding a car.
“The lip of truth shall be established for ever; but a lying tongue is but for a moment”. (Proverbs 12:19)
