Ferienhaus / Villa - Trou aux Biches

2.all the rooms are fully airconditioned. At the reuest of the customer we are putting the aircons in the living rooms on again. Because it was not clearly specified in the contract( a mistake that we made), we have agreed to waive the fee of Euro 20 for providing the aircon in the living room. 3.the villa is surrounded by concrete walls and the swimming pool is fully secured. what the customer meant is that we should have had smoe sort of barrier to prevent her grand child to get access to the swimming pool unaccomapnied.How can this be possible? this was never understood to be this way. nevertheless we satisfy the customer specila requirement and we arrange for the acees to be closed with Plywood temporarily which will be removed when the customer leaves. 4.we have 7 rooms in all in the two apartments and which can accomodate 14 persons which is clearly defined in our advertisement in Homelidays and website. continued in next email. 5. A cot was provided to the customer. we could have provided an additional matteress also. but how can we provide an additinal bed for a child while all description of number of rooms/beds were clearly given on homelidays and website. 6. we have utensils more than is necessary for 16 persons. First husnabd and wife came and rented one apatrment on ground floor only and rented the second apartment on the first floor two days after when other emembers of the families came. so we made available utensils for more tahn two people on the first two days with additional to me made available as when more people come. infact they have come in four batches. had the custimer asked for all the utensils for 16 people on first day itself, we would have given though they have rented only one partment for the initial two days. they never made such request and we were astonished to see such a complaint on homelidays. continued in next email. 7.we were never made aware that the " cafetiere" is not working while it was in excellent condition when they came on first day. we leant it on Homelidays as a complaint. we have made one available to them which we always have in stock.Such a problem can happen anytime. But it is the service that counts. at what speed does the proprieter respond to a complaint that matters for unforssen issues. 8.how can somebody expects 16 big towels and 16 samll towerls when they are a group of sixteen people. I remenbered that the customer phoned and asked for clarification on towels before coming. we told customer that he must bring beach towels also as we do not provide. we clearly emntioned on phone that we offer one big towel and one small one per bathroom everyday. we cannot understand this complaint. we nevertheless agreed to offer more than what we agreed always as terms of renting our villas. we regret that the complaint has been available to the public without first contacting us.