Puerto Banús Apartment | Pools & Beach Walk

Dear Dave, Thank you again for staying with us. We wanted to take a moment to clarify the reason behind the lower rating for communication. While the ladies were truly lovely and respectful in person, the volume and timing of the messages — many of them received outside of office hours, and often related to requests not aligned with the nature of a holiday rental — became quite overwhelming. These types of concerns are typically handled on Fridays during our working hours, and in your case, the total number of messages we received was equivalent to what we usually handle across 25 separate reservations, creating an unsustainable workload for our team. We completely understand that this trip was special, especially being for your daughter, and many of us are parents ourselves. That said, if such a high level of attention was required, a private childcare or concierge service may have been more appropriate, as some of the expectations placed on us were beyond the scope of our service. We’re truly sorry if this caused any disappointment, but we do need to protect our team’s well-being, and constant out-of-hours messaging makes proper rest impossible. Thank you again for your understanding, and we wish you and your family all the very best. Kind regards, Marbella Banus Team