Extraordinary villa located just a few minutes from the seaside, in the exclusive Guadalmina urbanization.
The villa has 770m2 of land and 250m2 building space, distributed in 4 bedrooms, 5 bathrooms, 2 terraces, swimming pool, living room, dining room and kitchen. It has a detailled decoration and large windows, so it ha sa lot of light as well as excellent views of the golf course.
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La limpieza deja mucho que desear, nis han picado arañas, da asco sentarse en sillones, los nórdicos sucios. Creo que booking.com debería tomar cartas en el asunto.
Response from the Quality Department
Estimada Carmen
En primer lugar, lamentamos profundamente la experiencia negativa que ha tenido durante su estancia. Nos entristece sinceramente saber que no estuvo a la altura de sus expectativas y comprendemos lo frustrante que esto pudo haber sido.
Es importante señalar que no teníamos constancia de ninguno de los inconvenientes que menciona durante su estancia, ya que siempre ponemos especial atención en la limpieza y mantenimiento de nuestros alojamientos. Su satisfacción es nuestra prioridad, y hubiera sido de gran ayuda que se pusieran en contacto con nosotros en el momento, ya que podríamos haber ofrecido una limpieza adicional o cualquier otra solución necesaria para hacer su estancia más cómoda.
Agradecemos sus comentarios, ya que nos ayudan a mejorar, y nos comprometemos a revisar lo sucedido para que no vuelva a repetirse.
Departamento de Calidad.
la tranquilidad, y las instalaciones si estuvieran bien conservadas y limpias, la opinión cambiaría
la limpieza, el mantenimiento de la casa en general.Todos hemos terminado con picaduras de arañas.
Response from the Quality Department
Estimada Carmen,
Gracias por su comentario. Nos alegra saber que pudo disfrutar de la tranquilidad de nuestras instalaciones. Es uno de los aspectos que más valoran nuestros huéspedes y que nos esforzamos por mantener.
Lamentamos profundamente los inconvenientes que haya podido experimentar en cuanto a la limpieza y el mantenimiento. Nos hubiera gustado que se hubiera puesto en contacto con nosotros para organizar una limpieza adicional durante su estancia y atender de inmediato cualquier incidencia. Nos tomamos muy en serio estos aspectos, ya que nuestro objetivo es ofrecer una experiencia cómoda y agradable.
Apreciamos su comentario, pues nos permite mejorar constantemente para brindar el mejor servicio. Esperamos tener la oportunidad de recibirle nuevamente y superar sus expectativas.
Departamento de Calidad.
Le quartier où se situait la villa , la proximité du bord de plage et la proximité à 10 min du centre ville de Marbella.
La maison est pleine d’humidité !!! Odeur vraiment pas agréable, le ménage très mal fait cheveux poils et j’en passe , fenêtre de la salle de bain cassée ne pouvait pas s’ouvrir, un prestataire extérieur a du venir et nous étions seulement la que pour deux jours pour réparer deux volets coulissants des chambres cassés donc impossible à fermer , malgré son intervention nous avons quand même pas pu fermer les volets d’une des chambre .hôte difficile à joindre nous avons dû nous faire aider par quelqu’un qui parlait bien espagnol .. Nous l’avons attendu pour un état des lieu avant de partir elle n’est jamais venue , au regard du prix de la location je ne la louerai plus
Response from the Quality Department
Dear Erika,
Thank you for taking the time to share your experience. We´re glad to hear that our team was able to respond quickly and send someone to repair the shutters during your stay. Ensuring a prompt response to any issues is very important to us, and we appreciate your patience.
We would also like to explain that due to the house’s close proximity to the sea (just 300 meters away) there may occasionally be a higher level of humidity, which can cause a damp smell. We apologize if this impacted your experience, and we are looking into solutions to minimize this in the future.
Regarding the check-in process, we have a standard time of 3:00 PM to allow sufficient time to prepare the accommodations thoroughly. We understand that clear communication is key, and we regret any difficulties you had in reaching us. Additionally, we want to highlight that, especially during the high season, our pricing is designed to remain competitive with other properties in the area, while providing a quality experience.
Thank you again for your feedback. We regret that your stay did not fully meet your expectations and will continue working to improve our services for future guests.
Quality Department.
Response from the Quality Department
Dear Melissa,
We are grateful for your thoughtful review. Your feedback is instrumental for us to continue improving our service. It´s our pleasure to have met your expectations, and we hope to host you again in the near future.
Quality Department
Response from the Quality Department
Dear Simone,
It is wonderful to hear that you had an enjoyable experience at our apartment. Your positive feedback about our staff and accommodation is highly appreciated, and we take pride in providing excellent service. We hope to have the pleasure of welcoming you back in the future.
Quality Department.
Response from the Quality Department
Dear Gardner-Blake,
We would like to express our sincere gratitude for your kind words and for choosing our apartment for your recent stay. We are delighted to hear that you enjoyed your time with us and appreciate your positive feedback. Thank you again for your review, and we look forward to welcoming you back soon.
QUality Department.
Cleaning was suboptimal, I have found some dead insects and ants when I opened one of the cupboards. Two of the rooms smelt very heavily of musk and mould, it was obvious that the windows were not opened for some time to let some fresh air in before our arrival. Also the curtains haven’t been cleaned for some time and we couldn’t use any of the cupboards due to the heavy musky and mouldy smell. The only cupboards that we could use were in the master bedroom. I believe this is a problem, most of all thinking about the rental price. With little things like opening the windows even when the villa is empty, better cleaning and some plug in air fresheners this could be easily resolved. Unfortunately there is a huge construction next to the villa which couldn’t be helped, but if you want to relax at the pool and enjoy the silence, that would be difficult. Also I think the villa would benefit from better fences to give privacy from the street and the construction, most of all as the pool is located there. I think the worst part was the furniture on the roof terrace - it was completely covered with mould and therefore absolutely unusable. I don’t even understand why it was left there. Also the mattress on the sunbed at the pool looked mouldy and definitely not welcoming
Response from the Quality Department
Dear Edit,
We are most grateful for this review and the time you have taken out of your day to write it. We are glad to hear that you enjoyed the villa´s spacious layout, well-equipped kitchen, and beautiful views from the master bedroom and living room.
We are deeply sorry to hear about the issues you experienced during your stay. It is unfortunate that we were not informed of these concerns at the time, as we have a dedicated team available 24/7 to address any problems and ensure your stay is enjoyable.
We regret that the cleanliness of the villa did not meet your expectations. We understand the importance of a clean and fresh environment, and we sincerely apologize for any discomfort this caused. Please be assured that we will promptly relay this incident to our cleaning team to take the necessary measures and prevent such occurrences in the future.
Thank you for bringing these matters to our attention. Your feedback is invaluable to us, and we are committed to making improvements based on your experience. We hope to have the opportunity to welcome you back and provide you with a much-improved stay.
Quality Department.
The overall villa size, the pool, the roof terrace
Location is not ideal as not immediate amenities, no air con units which in a villa of this size and price point should be installed as standard and especially with the summer Marbella temperatures. No welcome pack not even a bottle of water, lack of towels, toilet rolls etc. The property is good but the appointed agent and service was poor with late keys etc, needs property managed to meet customer expectations and standards.
Response from the Quality Department
Dear Laura, thank you for making us your choice accommodation on this occasion and for taking the time to review your stay.
We hope that we will have the opportunity to welcome you back in the future.
Aija T.
Quality Department
Response from the Quality Department
Thank you very much choosing our villa for your stay, it was a pleasure to assist you and we hope that we will have the opportunity to welcome you back in the future.
Aija T.
Quality Department
The property was simply stunning, very clean and had everything you needed. The outdoor pool and roof terrace were a favourite of the property for me and my friends. Also felt like a very safe area to be staying in. So much living space and plenty of room! The host was brilliant, so friendly and informative and always on hand to answer any questions.
Response from the Quality Department
Dear Rebecca, thank you very much for your kind feedback. It is such a pleasure for our team to know that you had a memorable stay with us.
We certainly look forward to serving you again and to have the opportunity to exceed your expectations in a not too distant future.
Aija T.
Quality Department
location location location this place had such nice location Nice area on a golf field - Close to the beach, resturants, city life, - But nice and quiet! ( construction next door was a litlle mmm - but. it was out of season, and they do have to fix up things now and then, so what is what it is :D Cleaning was okay - Not great - But okay. There was everythiing needed Service wise, - plates, spoons, glasses etc - But pans and pots surely needs an update. you cant cook with broken pans! :) there was a few doorknobs, not fixed, but when i told the manager, they promised to fix this, wich is what you can expect from a rental house! there will always be little things - but these didnt matter - The place was nice and Doable
The tree made the pool unusable - there was leaves all over the pool. otherwise all was good
Response from the Quality Department
Dear Denise, thank you very much for taking the time to leave us your detailed review.
We highy appreciate your highlights on the excellent location of the property and we would like to appologize for the imperfections mentioned in your comments. They all have been checked by our team in order to improve our services. Although the house has a routine maintenance for the swimming pool we will study the situation in order to see how this also can be improved.
Thank you very much for choosing our prperty for your stay. We hope to meet you soon again.
Aija Teilane
Quality Department
Response from the Quality Department
Estimada Rosa, muchas gracias por compartir su opinión y los comentarios tan positivos que ha compartido referente a su estancia con nosotros.
Estamos encantados de saber que fuimos capaces de cumplir con sus expectativas y coincidimos con usted en que nuestro atento personal juega un papel clave en la experiencia global de nuestros huéspedes. Esperamos que nos visite de nuevo en el futuro.
Aija Teilane
Departamento de Calidad
Response from the Quality Department
Dear Agata,
Although we sincerely regret your disappointment with your stay in our property, we would like to thank you for sharing your comments. It does indeed sound from what you describe that some aspects of your stay did not meet our usual standards of service; please accept our sincerest apologies for failing to make your stay with us a perfect moment of relaxation. We sincerely appreciate you taking the time to bring this matter to our attention, however we would like to take this opportunity to clarify certain aspects of your review as a simple matter of exactness of the information reported.
Prior to your arrival you were provided the exact address of the property, but being located in a private urbanization and the fact that exact location may not appear in the searches online, our team provided you the exact location of the meeting point on your arrival day. The checkin process was made according to our standards, and our team showed you the place and explained to you the correct use of all the appliances in the property. As the checkin was done late (aprox 23.00) and the baby you were traveling with was asleep, we understand that you were not able to receive all the information our team was willing to provide, but of course during the stay our colleagues were always available for any help you may need.
We are sincerely sorry to read your dissatisfaction with the cleaning of the property. We strive to provide total confidence in this area being fully aware that hygiene and cleanliness are aspects of major importance for our guests to feel 100% comfortable in our apartments and houses and we regret not being immediately informed so as to be able to intervene at any time for you to fully enjoy your stay. Actually we did not receive any comments during your stay, for a future occasion, please do not hesitate to contact our team for anything you may need, the team will do its best to find an immediate solution for you. Also, we would like to mention that your stay did not include any additional cleaning service, but as you were able to check it in your confirmation email we do offer cleaning service for an extra charge upon request, but in your case we did an additional cleaning and change of bed linen and towels during your stay (in total aprox 4 hours) provided by our team without any extra charge, so your 1 month stay would be more comfortable.
Regarding the deposit you were charged, we are sorry for any misunderstanding during the checkout process. Once the damages were found our team contacted you to clarify all the details, and after checking carefully all the information and the broken items being replaced and charged fully covered by us, you were refunded the whole amount of the paid deposit. We are sorry for any inconveniences, but as we always try to do our best to leave the apartment in the best conditions, in this case our team was acting according to our damage deposit policy.
Thank you again for your visit and constructive criticism, our primary goal being to assure our guests feel comfortable and fully enjoy their visits, we are eager to regain your confidence during another occasion if you gave us that chance.
Aija Teilane
Quality Department