A dreamy corner in the heart of Altea

Thanks Helen for choosing us :)

Thank you for taking the time to share your feedback. We are genuinely sorry that the property did not meet your expectations. However, we feel it is important to clarify a few points so that future guests have a complete understanding of the situation. Had we known from the beginning that your group consisted of three friends, each requiring a separate bedroom, the experience might have been very different. The reservation was made for three guests, but no information was provided regarding the type of trip or the specific sleeping arrangements required. As hosts, we cannot assume whether three guests are a family, a couple with a child, or three friends who each need an independent bedroom. The property is advertised with one double bed and two single beds, and it is most commonly booked by families, for whom the layout works perfectly well. Regarding the basement area, we would like to clarify that it is not advertised as a formal bedroom. When you arrived, only two guests were present, and you specifically asked about the additional bed located on the lower level. We explained in person that this area was not intended to be used as a standard bedroom and that the bed was provided as an additional courtesy for guests using the games room and laundry area. We also explained that the conditions in that space were not ideal for overnight accommodation. The bed had not been prepared for use, and it was only after your explicit request that we arranged and prepared it for the third guest. Concerning the bathroom layout, the property has a shared bathroom accessible from the bedroom level, as well as an additional bathroom on the living-room floor, designed precisely to avoid unnecessary trips up and down the stairs and to provide greater comfort for guests. When you contacted us with your concerns, we responded immediately, listened carefully and offered a partial refund as a goodwill gesture, despite the fact that no questions regarding the bedroom configuration or suitability of the property for three adults requiring separate rooms had been raised before booking. For this reason, we always encourage guests to communicate their specific needs before confirming a reservation. A simple conversation often allows us to advise whether a property is the right fit and helps avoid misunderstandings or disappointment upon arrival. We appreciate your comments and wish you all the best in your future travels.