Villa Lauren: 4 Min. zum Strand, abseits vom Atlantik

Regarding the vehicle matter, we want to provide context for future guests. After checkout at 10am on 9/10, we noticed the guest's vehicle still in the parking at 4pm and immediately contacted the guest about it. There was never any prior agreement or arrangement for storing a vehicle beyond the checkout time, so we expected it to be removed promptly. Despite our follow-ups, the vehicle remained in our private parking area until 11pm on 9/11 - more than 36 hours after checkout. By 8pm on 9/11, with no communication from the guest about any plan for removal, we had no choice but to involve the police. It was only once authorities contacted the guest directly that we learned the car had been sold to a new owner - information that had never been shared with us prior. Therefore, what actually occurred contradicts the statements in the guest's review. The guest was not communicating or sharing important information with us, and by all means appeared to have abandoned his vehicle. The guest, in his own message, admits that he unfairly rated our accommodation two stars because of the situation that he created. While we always strive to assist guests when unexpected issues arrive, we also have a responsibility to ensure the property and its amenities - including parking - remain available for all guests.

I wish we could have given this person a better experience, but I'm not sure how. She left a poor review without any context. We work hard to provide our guests a stellar experience, and are consistently rated as a top property on all booking platforms.