Thank-you for your review and for staying with us. We certainly had our differences but for the benefit of our readers, I’d like to give a fuller picture of the events:
1)Four days prior to your arrival, we wrote to you advising that the villa you booked was not available due to unforeseen reasons. These things happen and we apologized for the inconvenience. The villa was booked at a very competitive rate but it did not provide breakfast, air-con or use of our pool. For the inconvenience caused and as a gesture of compensation, we offered the following two alternatives: (i) an apartment at Chalets Cote Mer measuring 80m2 apartment that has a kitchenette, balcony, inclusive of daily breakfast, air-condition and use of our pool facilities; or (ii) a full refund. The different in price between the villa and the apartment is EUR50/ day, thus you would have benefited of additional services in the value EUR300 for a 6 day stay. We sent you this offer including pictures of the apartment, four days prior to your arrival.
2)Contrary to what you say that you “were left with no choice”, we gave you two options: (i) a full refund; or (ii) the apartment. You decided with all the information that we provided to accept the apartment. I regret but I disagree with you that you had not time to make alternative arrangements as booking accommodation on Airbnb is very easy and takes very little time. Indeed, you found alternative accommodation the same night when we offered and you accepted the refund for the remaining 4 nights.
3)I’m sorry that I was unable to see you personally. During the day of our conversation I was not at the hotel. That said, our assistant manager spoke to you the very next morning during breakfast (you arrived in the evening of the day of your arrival), and on several occasion after that, who did apologise for the inconvenience caused. Therefore a member of our management did speak to you on several occasions.
4)We recall that you arrived at out hotel with a negative perception, and this was made clear to us when our assistant manager spoke to you during breakfast the following morning.
5)In the afternoon after your first night of your stay in our apartment, you informed us that you felt “closterphobic” and that you did not have sufficient privacy. You remained unhappy with your choice and you informed us of this in no uncertain terms.
6)As a gesture, and reminding you that you were unhappy with your choice of the apartment, we gave you the option of checking out and giving you a full refund of the remaining 4 nights. You contemplated this and informed us that you will depart the hotel the following morning.
7)Turning to the day of the incident (i.e. of check-out), when we spoke over the phone (as I was not at the hotel), I was very calm and I tried to reason with you. Although we could have refunded you through Airbnb for the remaining nights, we decided to refund you the daily room rate of 4 nights in cash. This would avoid delays in you getting a refund through Airbnb which would have taken more time. Instead you were not happy with this amount as you claim conversion, clearing and booking fees, although the rate matched exactly. We as the property bear such costs as well and were included in the refund. We reached an impass and the debate became heated as you wanted the refund to be cleared through Airbnb but you DID NOT WANT TO RETURN THE CASH REFUND TO US. With all due respect, you cannot take and keep the cash refund when you disagree with the quantum. During our debate, we offered to settle the issue by confirming that the refund would be processed through Airbnb, BUT YOU STILL REFUSED TO GIVE US BACK THE CASH. During this conversation, you did not give me an opportunity to explain and you acted quite unreasonably, hanging up on me.
8)You give the impression that you were polite and patient when you have been exactly the opposite. You were quite rude to my team and to me when we spoke on the phone. You arrived at our hotel with negativity although YOU CHOSE the apartment. Throughout you short stay we tried everything to please you by coming up with alternative solutions for the inconvenience caused relating to the villa. We stayed calm with you but you were the one who escalated the situation.
We are sorry that it reached to such a low point.