Villa CHARISMA - クラシックなデザインとハイテクな豪華さの融合。

Dear Diane, Thanks for having been our guests and taking time to write a review. The sofas were urgently bought new nine months ago. It seems that they are not very comfortable. Unfortunately, you haven't informed us about this issue during your stay. We meanwhile got the same feedback from our new guest two days ago. Therefore, we replaced them by new ones yesterday. Our current guest confirmed that the new sofas are much more comfortable. We always try to make the stays of our guests as comfortable as possible. Thank you again for your feedback which is really appreciated. Best regards, The Host

Dear Guest, Sorry to hear that our house didn't meet your expectations. The AC is cooling the house with small differences in the amount of approx. 0.1 °F. It is central HVAC as I would guess more than 99% of houses in Florida have installed. The issue is that in the morning the in-law suite gets the full sun through the big windows which results in heating it up more than the other rooms. We measured it at around 2 °F if blinds are closed. The difference in the night or at daytime without sun was 0.1 °F. You mentioned to us that one sofa leg was broken the second day you moved in. The two sofas got bought eight months ago. Unfortunately, they broke because of pushing over the carpet. There were no gliders installed on the legs in order to ease to displace. Would have been therefore good to lift them up before pushing. Sure, it was our fault not having installed the gliders for carpets. Anyway, we organized immediately a handyman to solve the issue in such way that you have been able again to sit on. In addition we have ordered new ones but it currently takes time due to world-wide supply issues. The one with broken leg got meanwhile professionally repaired. The gas grill did not light because the gas bottle was empty as you well recognized. We offered you to reimburse you the filling cost. Please understand that we cannot always make available a fully filled gas bottle for each guest. Yes, there are no smart TVs, but we also did not write that we have them. We are also not willing to change our TVs every two years because of new technology appears on the market. Sorry, but we have a kind of sustainable thinking. Our washer, dryer and also our fridge don't have LCD touch screens and also no smart technologies, even if the washer and fridge are around two years old. The living has a 55 inch TV, the in-law suite a 32 inch and in the master bed a 19 inch one. It is exactly what we wrote in our advertising. However, we agree that the one in the master is pretty small. We are going to replace it within the next days by a new 32 inch one. Sure, we also not have a keurig coffee maker but we also not mentioned having it. If it were a reason not to book you should ask us before. We think you understand that it is pretty difficult to fulfil all requirements of each guest. Maybe another guest prefers a Nespresso or a fully automatic coffee machine. However, we always try to make the stay for our guests as comfortable as possible. We really apologize that you have had such issues, especially regarding the sofa, during your stay and we appreciate some of your comments which give us the opportunity to improve. Thanks and best regards, The Host

Dear Mr. Sayers, First of all, thanks for having been our guests. We appreciate every review by our guests in order to have the possibility to improve. However, we don't like your behavior to claim such issues only by given review but without providing us at all with any information during your whole stay and even not after your check out. You score us 2 of 5 points which is in my opinion a bad review and not serious. If I were you and had to stay seven days in a dirty house with a dirty comforter and shower curtains, even with mold, I would take pictures and send it immediately to property management and owner. I think almost everyone has a smartphone with integrated camera. If you don’t have, a simple call or message sent would be fine. You have full contact details of our property management, i.e. email addresses, cell phone numbers as well as our direct phone contact and VRBO contact details. You did not do anything to reach someone of us. Furthermore, you even did not reply to our message we sent to you the day after your arrival in order to get to know if you have well arrived and if everything is okay. We also could not reach you by phone. Let's come back to the issues you mention. We work with the same PM for more than six years together. We also have the same cleaning service. We got confirmed that everything was clean and there is for sure no mold on the shower curtains. If so, they would get replaced immediately. Sure, we don't like to suggest that everything is always perfect but if guests inform us immediately about some issues, our guys try to solve it also immediately, no matter if a handyman has to come or the pest control or if some stuff needs to get replaced. With regard to the mattress, I am sorry that it was not comfortable for you. Our three beds are equipped with mattresses which were pretty expensive. We for example like to sleep on a harder mattress but we understand as well that what we or others feel as comfortable is for many others everything else but comfortable. A mattress should be bought to the requirements of the one who sleeps in. Unfortunately, it is pretty difficult to find a certain mattress that is comfortable for all of our guests with their different kind of bodies and backs. Due to the issue with the rat seen running around the pool, I guess you saw it only once shortly. Don't think that you spent every day of your stay with those rat, do you? None of previous guest complained having seen a rat running close to the house in the past, neither we saw one. Rats are more and less everywhere outside, and they are also part of the nature. So, it may happen. Sure, people should avoid leaving open food outside during the night after having had a party in the patio. Once again, we really appreciate each serious feedback of our guests in order to improve but we can’t accept reviews to discredit us in such an unfair way as you did. Regards, The Homeowner