Famous Villa of B&B in Love TV Show

Thank you for your stay. It is always a pleasure to receive you in my villa. Please, feel invited to return and have a beautiful time in the luxurious Villa Surga.

We are deeply sorry for Siobhan's decision to leave the Villa in the middle of her stay! Indeed we had a few small incidents, that were pronptly sorted on the same day it was reported, for which we also apologized: - A toilet flush that was continuously letting water go; - A broken tap of a shower; The client also complained about the temperature of the water in the pool: The pool in Villa Surga is not heated. Any time or anywhere we have mentioned that the pool was heated. As we previously also informed Siobhan, there is an indirect system (which we do not consider, due to its ineffectiveness), where the pool water is heated with the remaining heat of the house solar heating water system. This system when there are colder nights is not sufficient, so the reason why we never announced the villa as having a heated pool as you can confirm. Unfortunately, we can't control the weather conditions that lower the temperature of the water during the night! Regarding the "special recommendations" that the client also complained about: As you may understand, anywhere (a hotel, a guesthouse, or other) where we stay there are rules and special indications for the guests to comply with, for their safety and comfort. The recommendations that we have left in the villa are set for exactly that same purpose. To guide and help the guests. Indications to avoid unnecessary incidents, like toilet blockages ("do not put anything in the toilet that can cause serious blockages"), ("put the trash outside in the bin in the yard, as you didn't contract full housekeeping service") some clients take this by their selves or the cleaner can take this, mosquitos and other insects ("switch the outside lights off to avoid insects attracted by the lights"). Also locking the house, is very advisable for obvious reasons, although the place is quiet and safe. All these recommendations seemed to especially annoy the client, and, of which she complained. We are very sorry, but, we firmly believe that this is necessary to avoid undesirable situations, and ensure guests' safety and the best experience in the house. These are all reasonable requests. For the exposed reasons, we don't agree with this client's claim, because: 1º The toilet flusher was repaired on the same day it was reported; 2º Regarding the shower that could not be used because of the broken tap, there are 2 additional bathrooms /shower rooms in the house, one of which with a hot tub. For a couple with 2 children, we consider it can't be a reason to have to leave the house; We couldn't replace it in time because it is a special design model that has to be ordered from the factory, and, we couldn't have it here in time to be replaced. The house has 2 more additional bathrooms and 1 hot tub in the master's ensuite. From the exposure, we don't see any reason to refund this client at all. We are very sorry for the succeed. We consider, from our side, that we did the most to proportionate the best to the client as our guests. Again, we deeply regret that she left this way, this is actually, the first time that something like this has happened. She might have her reasons, but she certainly can't say it is because of the conditions of the villa, that, she wasn't properly informed, or, that there was a lack of communication from our side, or even, that we did not reply to her requests, promptly. For all these motives, we don't consider her claim for a "full" refund as eligible as it is not justifiable. Indeed, despite these small setbacks, the villa is in a position to provide Siobhan and her family a comfortable stay with all the conditions and amenities available, as advertised. Again, we deeply regret her sudden decision, but, we can not accept that this is by any means justifiable.