La Bella de Belén - Hundefreundlich und Schlafplätze für 10!

Thank you for taking the time to leave a review. We strive to ensure our guests have a comfortable stay, and I’d like to address the concerns you mentioned with the actual facts from your visit. Upon your arrival, you reported that the heat was not working. We immediately searched for an HVAC company that could respond on a Friday night and found one that could come out on an emergency call. Meanwhile, you were given access to the boiler as you mentioned having knowledge about HVAC systems. When the HVAC technician arrived, they discovered that a breaker had been tripped. The heat was restored by simply resetting this breaker. It’s worth noting that this breaker was fine during the two days prior when the cleaners were there. Suspicious. Fortunately, you did not have to wait around and were able to go out to dinner and enjoy your evening while the heat issue was resolved. No one in their right mind would go buy heaters on vacation in that amount of time for a couple hours of sweatshirt weather knowing the HVAC guy was coming out. Lies. Despite the quick resolution and your evening plans continuing as scheduled, you left a poor review because you're disgruntled you didn’t get the undeserved refund you were after and were told to stop contacting the property manager on her personal cell days after your stay or you’d be reported for harassment. You were clearly trying to take advantage of a situation rather than recognise the effort that was put into trying and remedy the situation. You wanted a refund for an entire night due to this slight inconvenience that was addressed promptly and efficiently. It appears that spite is the actual reason for your poor review. Additionally, it was noted that during your stay, the vacuum was broken off the wall, requiring a contractor to repair the plaster and remount the vacuum. We take great pride in maintaining a clean and welcoming home for our guests as you can see from every other review. While we regret that you were inconvenienced, we feel that the swift resolution and your ability to enjoy your evening should be taken into account. The cost of the emergency HVAC call well exceeded the cost of your stay in addition to the bill from the contractor repairs. We believe the situation was handled promptly and professionally to the best of our ability. Thank you again for your feedback. We are committed to providing a positive experience for all our guests and will continue to strive for excellence.