Fabulosa Vila de 4 Quartos, Piscina Grande, WIFI, tênis de mesa, 2 min a pé da praia

Thank you for your positive comments about the good location, pool area and the all day sun. It was very unfortunate that you were expecting four large double bedrooms and that you didn't read the advert that states the 4th bedroom is a single or take us up on our offer to arrange an air con unit for the room. We were expecting the 1* review which you promised if we refused your request for a refund of over 1/3rd of the rental. Since owning the house in 2007 we have had very many happy customers. In fact we have 17 other reviews on homeaway, 16 are 5* and one is 4*. Your rating seems very harsh but I hope readers will see this is primarily a reflection of your character and our unwillingness to be blackmailed into a refund.

Thank you for your positive comments about the good location, pool area and the all day sun. It was very unfortunate that you were expecting four large double bedrooms and that you didn't read the advert that states the 4th bedroom is a single or take us up on our offer to arrange an air con unit for the room. We were expecting the 1* review which you promised if we refused your request for a refund of over 1/3rd of the rental. Since owning the house in 2007 we have had very many happy customers. In fact we have 17 reviews on homeaway (property 82237), 16 are 5* and the other one is 4*. Your rating seems very harsh but I hope readers will see this is primarily a reflection of your character and our unwillingness to be blackmailed into a refund.

Vicki, We're disappointed that your holiday didn't meet your expectations, especially as you enjoyed your previous stay at our villa so much. We did everything we could to rectify the issues you had. Our cleaning team apologised that the clean was not of the usual very high standard and we immediately offered a full refund on the cleaning but you felt a discount of a third of your rental rate was more applicable. Regrettably you did say that bad reviews would be posted if we didn't agree to this. However, we felt your comments were exaggerated in an attempt to achieve an unfair discount. We had 3 emergency callouts by the maintenance team. The first was to deal with 'hardly any outside lights working' and ‘broken air-conditioning’ - our team were with you within 2 hours of us receiving this feedback, however all they did was replace one bulb (all others were working fine) and you declined to allow them into the bedroom to address the air-con as the children had gone to bed (it was 7.30pm). You also refused them entry the next morning. We have a great team looking after our place but nothing they could do was good enough. Fortunately, other members of your party were more understanding and appreciative and believed the real problem was that having stayed late September last time you weren’t comfortable with the extreme August heat and humidity. One of the other emergency call outs was a lack of water overnight which meant you had to switch off the water pump then switch it on again in the morning. Despite explaining there was a drought and the municipality turned the water off overnight to save water you insisted we should do something about it. We want everyone to enjoy their holiday and are sorry that you didn’t but firmly believe that this level of criticism is extremely unfair and unfounded. We hope that other potential guests will bear in mind the many positive reviews that we have received.

Vicki, We're disappointed that your holiday didn't meet your expectations, especially as you enjoyed your previous stay at our villa so much. We did everything we could to rectify the issues you had. Our cleaning team apologised that the clean was not of the usual very high standard and we immediately offered a full refund on the cleaning but you felt a discount of a third of your rental was more applicable. Regrettably you did say that bad reviews would be posted if we didn't agree to this. However, we felt your comments were exaggerated in an attempt to achieve an unfair discount. We had 3 emergency callouts by the maintenance team. The first was to deal with 'hardly any outside lights working' and ‘broken air-conditioning’ - our team were with you within 2 hours of us receiving this feedback, however all they did was replace one bulb (all others were working fine) and you declined to allow them into the bedroom to address the air-con as the children had gone to bed (it was 7.30pm). You also refused them entry the next morning. We have a great team looking after our place but nothing they could do was good enough. Fortunately, other members of your party were more understanding and appreciative and believed the real problem was that having stayed late September last time you weren’t comfortable with the extreme August heat and humidity. One of the other emergency call outs was a lack of water overnight which meant you had to switch off the water pump then switch it on again in the morning. Despite explaining there was a drought and the municipality turned the water off overnight to save water you insisted we should do something about it. We want everyone to enjoy their holiday and are sorry that you didn’t but firmly believe that this level of criticism is extremely unfair and unfounded. We hope that other potential guests will bear in mind the many positive reviews that we have received.

Thanks for taking the time to write this review for us Joseph. We're delighted that you and your friends had such a great holiday