6/10 Okay
Liz O., Cold Ash, Thatcham.Berkshire. England
28 Jan 2022
Disappointing
The property is very tired and there were no pantry items not even salt and pepper. There was no phone for local calls, the tumble drier was broken and according to the cleaner had been waiting repair for a long time. Towels were clean but most were heavily stained and we had to ask for toilet rolls which were not replenished. The villa had not been cleaned, despite Covid regulations, before our arrival due to the managing agent Simone directing our taxi driver to the wrong property. We had received a key from VRBO for the correct property and another from her for a much smaller, equally tired, property which turned out to be in the same ownership. I had flagged this up before we left the UK and she assured me that there was no problem and our villa was all ready for our visit. Most people would at that point have checked the booking reference with the property reference but not Simone. When I told her the villa we had been taken to was the wrong villa she was adamant that it was the villa we had booked. I described the property we had booked to Kevin the property manager and he relayed the information to her but she said that had been booked by someone else and there was nothing else she could do as there was no other accommodation available. When I threatened to go to the police as I thought they were operating a scam, Kevin agreed to take us to the property we had booked. When I confirmed it was the correct property he arranged for a cleaner to prepare a bathroom and bedroom for us for that night with a full clean the following day. When I asked what would happen to the other party supposedly booked into our villa he told me that it was not our problem. We spent the first three days of our holiday worrying that they might turn up at the villa until Simone came to see us and explained that we were the party booked into the Villa. She is big on apologies but does not learn from her mistakes. At the beginning of the third week and a week after the villa had been cleaned and linen and towels changed of our holiday, she advised me that the cleaner would not be in again during our stay. When I asked her what exactly was in the cleaning package we had paid for, rather than admit she had screwed up again, she sent me a message, knowing that we had gone out for the day, asking when I wanted the cleaner No explanation or apology. She thought treating us to dinner would compensate for the bad start but her continued mistakes spoilt our holiday.
Liz O.
Stayed 21 nights in Jan 2022