Schöne Villa auf eigenem Grundstück mit Garten mit Rasen, Terrasse und privatem Pool

We would like to respond to this review as follows: - The instructions for accessing the keys are contained in a clearly identified area in the directions and information document that we send to all guests. We have contacted our agent in Spain who advises that the house was cleaned prior to these guest’s occupying the villa. She has commented that there may be a build up of limescale in the toilet bowl. This is a common occurrence due the local groundwater that comes from our well. The no running water issue could have been corrected quite quickly by contacting our agent. We contacted the guests who confirmed that no such contact was made due to language difficulties. We have added an additional note to the information that we send advising that contact can be made by WhatsApp in a guest’s native language and we will convert to English using a translation service, such as Google Translate. We are quite clear in our advertising that we do not have air conditioning. The decision for the potential guest is whether to proceed with the rental or not. This is self-catering accommodation, we do not provide these services. There is a vacuum cleaner and a washing machine for use by guests. Regarding dog barking, we cannot be held responsible for issues with neighbour’s dogs. Kitchen equipment just about OK - we wrote to this guest asking for further details and have not received a response. We cannot, therefore, make any further comment. The size of the bathroom is small, but, it has a bath with shower over and a toilet. Only one person can use the bathroom at any one time irrespective of its size.

We are not sure what you mean by the kitchen got flooded every time the tap was turned on. If there was anything that was broken that caused this flooding, this should have been reported to our representative who would have arranged to have the issue fixed. The garden being really dry is a result of the extreme heatwave that has been experienced in southern Spain and our wish not to waste water which is needed for human consumption. The so called forest at the rear of the property is in fact 5 fruit trees from which guests are welcome to pick fruit if it in season. With regard to the location, our advert makes it clear that the villa is a 20 minute drive from the beach. It is then down to the guests if this is not acceptable to not book with us. Finally, we agree that some of the roads in Chiclana are in a bad state of repair and/or there are lot of roadworks. But it seems unreasonable to complain about this on the website as we have no control over when the city deems repairs/improvements to the network are carried out.

Thank you for your mostly positive comments we would like to respond as follows: Air Conditioning - our advert makes clear that we do not provide this. It is then up to the potential guests whether or not to proceed with the rental. Umbrellas in Pool - This is not something that we have thought of but will talk to our pool people for their suggestions. Water Tank - The tank continually overflowing is not normal and this indicates that there is a problem with the automatic top up function. The guests should have contacted our agent who would have arranged to have the problem fixed. Kitchen Equipment - we have noted your comments regarding saucepans and will rectify this when we are next over in September/October. Burned out lightbulb - We have contacted the pool people to replace the broken bulb.

Thank you for your comments, we are pleased that you found the villa all that you expected. With regard to the lawn, given the acute water shortage in Andalucia, we have made a conscious decision to stop watering the lawn and to save water. We appreciate that this does detract from the appearance of the villa, but hope that guests will understand our reason for doing this.

Thank you very much for your kind comments in the review. This is much appreciated.

Thank you for your positive review. It is good to know that we are providing a good experience for our guests.

We have discussed the incident with the Gardener who has stated that our guest was the aggressor and he was being pushed by her. He advises that at no time did he become aggressive towards the guest. This complaint appears to have been over the fact that the gardener had not been expected to visit that day. As a result, we have advised the Gardener that if the same situation arises in the future, he must just leave the property and not become embroiled in any arguments. We have now added a notification displayed in the villa that advises guests when tradesmen are due to call. It should be noted that this information is included in the welcome brochure in the villa in English and Spanish. The pool is cleaned once per week on a Wednesday and the chemical levels are also checked again on a Friday. The walls appearing to be dirty is due to a build-up of sun-tan lotion as guests do not shower before entering the pool, in accordance with the instructions in the welcome brochure. The whole villa is cleaned prior to any guests taking up residence. On this occasion, we were the next guests to visit the villa and found it to be spotless. We do agree that the Gazebo roof has come to the end of its useful life and plans were already in place to resource a replacement. This has now been done and the roof will be replaced when we are next in Spain. Presumably the complaint regarding windows and doors is a reference to the sliding doors at the front of the house. We agree that they are stiff and awkward to open, but this can be achieved. To describe the property as neglected is an insult. Since the return of travel after COVID, we have painted the house inside and out, repaired and re-varnished all the doors and upgraded furniture in the bathroom and bedrooms. Hemos discutido el incidente con el jardinero que ha declarado que nuestro invitado era el agresor y que estaba siendo empujado por ella. Aconseja que en ningún momento se volvió agresivo con el invitado. Esta queja parece haber sido por el hecho de que no se esperaba que el jardinero visitara ese día. Como resultado, hemos aconsejado al jardinero que si surge la misma situación en el futuro, simplemente debe abandonar la propiedad y no verse envuelto en ninguna discusión. Ahora hemos agregado una notificación que se muestra en la villa que informa a los huéspedes cuando los comerciantes deben llamar. Cabe señalar que esta información está incluida en el folleto de bienvenida en la villa en inglés y español. La piscina se limpia una vez por semana un miércoles y los niveles químicos también se controlan de nuevo un viernes. Las paredes que parecen estar sucias se deben a una acumulación de loción bronceadora, ya que los huéspedes no se duchan antes de entrar en la piscina, de acuerdo con las instrucciones del folleto de bienvenida. Toda la villa se limpia antes de que cualquier huésped tome residencia. En esta ocasión, fuimos los siguientes huéspedes en visitar la villa y la encontramos impecable. Estamos de acuerdo en que el techo de Gazebo ha llegado al final de su vida útil y los planes ya estaban en marcha para proporcionar un reemplazo. Esto ya se ha hecho y el techo será reemplazado cuando estemos en España. Presumiblemente, la queja con respecto a ventanas y puertas es una referencia a las puertas correderas en la parte delantera de la casa. Estamos de acuerdo en que son rígidos e incómodos de abrir, pero esto se puede lograr. Describir la propiedad como descuidada es un insulto. Desde el regreso de los viajes después de COVID, hemos pintado la casa por dentro y por fuera, reparado y rebarnizado todas las puertas y mejorado los muebles en el baño y los dormitorios.

With regard to the pool lights, we are sorry if these were not working and will take steps to rectify this. We have contacted our representative in Spain regarding the cleaning issue and this will improve in future.

We have spoken to our representative in Spain who confirms that she received no communication regarding items not working. Had a request been made she would have made the necessary arrangements to correct the problems.

Thank you for your comments, we have contacted our representative in Spain regarding the cleaning and this will improve in the future.