Luxury Villa with 15m Infinity Pool & Pool House

Everything went well with Kristian his family - until the day they checked out and my staff quality assurance staff sent me messages about tens and tens of spots on the walls in several different rooms. They also notified us of broken glasses, a broken plate, an ice maker no longer working - all items that we did not cross charge or follow up on. Importantly, my team tried to remove the spots with the magic sponge and then the next week I reviewed the damage as soon as I was on site: I want to understand if the damage was severe and beyond normal wear tear. With spots in the parental suite, spots on multiple walls in the play from and spots in one of the bedroom, we simply cannot accept this level of degradation. We have a 0 default approach to our property: usual wear and tear is handled by our teams directly when they prepare the villa, but clear degradation and damages requires external contractors for the immediate fixing. In all cases: we (a.) document discuss the issue with the guest, (b.) review damage with our external contractors (in this case the painter) and (c.) fix damage so that our next guests receive an impeccable rental. For Kristian, we regret that he did not recognize that is group or children created involuntary damage, despite the fact that we have dated photographs of the damage. This is why we have a quality manager on site in between most of our rentals. We do understand that a large group with children can create issues - and that is why we ask our guests to respect the property and be accountable in case of larger issues. After message saying: 'you should be proud of the house you have built' and many positive interactions: Kristian refused to cover the direct cost of the damages and a few days later gave us a retaliatory negative rating. Despite the independent evidence: Kristian denied his group's / children's damage and the sought to punish us for holding him accountable. This is out of our control. We will continue to repair all damages - and ensure that the property has the highest level of quality for all our guests.

Dear Hendrik, I'm glad your group and you enjoyed your stay. Thank you very much for your feedback and have a great rest of summer. Kind regards, Lucas

Hi Simon, thanks so much for your review. Indeed the residential location of the villa means that we need to keep music and noise down - this is why we focus on families and ask not to have loud parties! We appreciate that your group adapted to this. Regarding the air-conditioning in the last room - we were simply unable technically to bring it to this room but the hall AC is just 50cm from the room and works well to keep it cool (it's the trick that works). Kind regards, Lucas