ハミングバードヴィラ - 非常に活気に満ちた無限の隠れ家！

We are very upset and disappointed about this review from Harold. The water in the *entire area* did indeed go off as mentioned. This has not happened before or since. It was restored the following day, however the guest took it upon themselves to just abandon the property the following evening anyway, despite having 5 more nights to stay. As a gesture of goodwill and whilst we investigated, we gave Harold a full refund including the deposit. We also had to bear the cost of cleaning and laundering the property ourselves, and it was too late to rent it to other guests. Contact was not initiated by VRBO as stated by Harold – in fact we received no contact from VRBO - actually we proactively called them ourselves after Harold left. VRBO informed us we were entitled to keep the full stay amount. But we chose to give the refund to his party because we felt sorry for them, even though the water issue was beyond our control and had been resolved the following morning. As for the “several things were broken”: these were ‘reported’ to us once the group had already left the property, and none of them were found to be evident. Upon investigation the coffee machine worked fine and has been used by other guests since. We think perhaps they plugged the EU device into one of the US-labelled sockets (we have both). We also paid an engineer to look at the aircon they claimed was malfunctioning – it was totally fine and still works fine. Again, we think perhaps the guests weren’t using it correctly. We don’t understand why they didn’t sleep in the other spare bedroom if this was truly an issue, nor why they didn’t report either supposed issue in the morning (they left the following evening). Such issues can be resolved almost immediately by our highly experienced onsite management team that this group had met on arrival. The only other 'issue' we can think of was the need to pull a cord rather then press a flush button on one of the three toilets - this was found on the day they arrived and remediated the day after they left. Our kindness in fully refunding a guest for something totally beyond our control (and which we weren’t obliged to do) has been rewarded with the above 'review', which makes us very very sad. The truth is that things go wrong in holiday villas as much as they do in our own homes. The best we can do is fix them as quickly as possible; believing such things never happen would be naive. We feel it was unfair of this guest to abandon the property without giving us any opportunity to make good on the issues they claimed were “broken”, which combined with their negative review in the wake of our generous full refund probably tells you all you need to know about this guest. Other hosts beware…

We so enjoyed hosting you all. Thank you for choosing us! We very much look forward to the possibility of welcoming you in the future… Safe travels :)