Villa Tropica - Perto da Praia Grace Bay - Recém Reformada

We are sorry to hear that your stay did not meet your expectations. As soon as you reported the slow-flushing toilets and the upstairs air conditioning on July 10, our maintenance team responded within a few hours. They found that the sewage lift pump had failed due to debris in the holding tank, cleaned the system, and installed a temporary replacement pump the same day to restore operation while a permanent solution could be arranged. When you advised that the toilets were still not flushing as expected, our team returned twice that afternoon and again the following morning. During those visits, the toilets were tested in front of members of your group and were flushing normally, although we explained that one toilet did flush more slowly than another. We also shared videos demonstrating their operation. The upstairs air conditioning was inspected during our initial visit and again after checkout. On both occasions, it was cooling properly and measured the temperature set on the thermostat. During our follow-up visits on July 11, no additional concerns regarding the air conditioning were raised with our staff. We understand that your experience did not match your expectations, and we appreciate you bringing your concerns to our attention. We take maintenance issues seriously and always respond as quickly as possible. While we regret that you were not fully satisfied, the documented service visits and testing do not support that two bathrooms or the upstairs bedroom were

Thank you for your detailed feedback. We’re glad to hear the home met your needs and that you enjoyed the pool area, the convenience of the car, and the service provided throughout your stay. We also appreciate your kind words about the communication and small gestures from our team—those are touches we genuinely care about. That said, we take your comments about the overall feel of the home seriously. The property is designed to be comfortable, functional, and well-equipped for a self-catering stay, though we understand that expectations around “luxury” can vary from guest to guest. Your notes regarding finishes, décor, and outdoor usability are helpful, and we’ll review these areas to see where improvements can be made. Regarding the outdoor dining area, being in a tropical environment does occasionally come with insects, particularly at certain times of day or year. We’re always looking at ways to improve comfort in these spaces where possible. We’re pleased that, overall, the home delivered what you needed for your stay, and we truly appreciate you taking the time to share such balanced and constructive feedback. Dany,