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Apartment rental in Puerto Banus, Marbella to Gibraltar, Costa del Sol - Andalucia, Spain |
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2 bedroom apartment 15 mins walk to Banus (Ref:
6262)
Self catering apartment in Marbella, Spain |
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Review submitted by Shelley
from London
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(Submitted:
13/08/2009) |
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"Whilst we were delighted with the property itself, we found some discrepancies between the description of the company as friendly and family run and the way we were treated at times throughout our stay.
In first place, when we arrived at the property we were directed to the wrong apartment with the wrong keys and then had to wait with our suitcases under the midday sun until a representative was able to attend to us. When he arrived we were made to feel guilty for having disturbed him on a Sunday afternoon.
Our next problem came when one of the party inadvertently left a key in the back of the door - we had taken the second key set with us when we went out that evening, which had sometimes given us problems in opening the door - when we called the company to ask for a representative to be sent, we were again treated as a nuisance, instead of valued customers who had paid a considerable amount of money to stay at the property and had made an honest mistake.
When a representative arrived, we were again told of how much we had disturbed him, his partner and his young child in asking him to help us - again we were surprised, since we were paying for this service, and did not expect such treatment from a business transaction.
There was later further confusion when a man entered our apartment on our penultimate day telling us that it was double booked and his unfortunate friend and his 3 year old child would have to sleep on his sofa that evening. The entire time we felt like wed asked a favour to be staying there, when in fact we were paying customers.
Lastly, we had been told that the cost of having asked for the representative to be sent to help us would be taken from our damage deposit and we feel we were grossly overcharged for having requested his help. Had we been staying at a hotel, a concierge would have helped us to open our door free of charge - our decision to opt for a family run apartment left us subject to their family hours and a significant degree of derision and rudeness. Whilst the call was made late in the evening, it was not an unreasonable time to be returning from dinner, and ours was not an unreasonable or malicious mistake.
We loved the apartment and the area, but cannot say we left feeling wholly satisfied with our experience."
Owner reply:
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In response to the statements we would like to clarify a few matters.
Our driver that collected the girls did in fact have the correct keys, he mistakenly went to an adjacent complex as we have apartments there also. He called our rep for assistance. Our rep who was working elsewhere at the time drove to our office to get a set of keys and called the driver. When our rep arrived he confirmed with the driver that he had the correct keys and was in the incorrect complex. At this time several of the party were swimming in the pool. Our rep was efficient and professional and in no way off with the party. The party was not left to stand in the midday sun and was assisted.
The call was answered on the emergency mobile in the early hours with the party stating they were locked out. Our rep on several occasions asked the party over the phone if they had left a set of keys in the back of the door. The party conferred on this and stated that the keys were not in the back of the door. Our rep stated that if the keys were in the back of the door then access could not be gained without the assistance of a licensed locksmith and should he send the locksmith now. The party requested that the master set was used to access as they had not left the keys in the back of the door. Our rep was at the complex after collecting keys from the office within 15 minutes. Access could not be gained with the master set of keys, therefore the party were informed of this and was told that they did not have to pay now as the charges would be taken from the security deposit. Our rep waited for the locksmith which took approx 30 minutes. The locksmith gained access via a special tool and found a set of keys in the back of the door lock. Our rep checked all sets of keys as well as the set that the party refer to being problematical and they all worked. Again our rep was efficient, professional and attentive.
We know nothing about the arrival of another party, this was the owners booking and we had them arriving the day after the departure of the party. The renting party did not inform about this occurrence.
In conclusion, we believe that we offered all the assistance necessary in these matters efficiently and professionally.
It should also be considered and is part of the terms in the booking that lock out and specialist attendance is chargeable.
The renting of private accommodation is a cost effective, home from home experience that cannot be considered to far more expensive hotel accommodation (for example the adjacent hotel for the same period for 5 people would equate to 2,660.00 GBP, 325% more than the party paid for the use of the apartment).
We are sorry that the party was not satisfied with our service and remain committed to assisting all clients whenever necessary.
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Review submitted by Leah
from Swansea, UK
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(Submitted:
15/04/2007) |
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| "Excellent accommodation and fantastic facilities!
We found the owners to be very helpful and friendly. We expected good accommodation, but the apartment was fabulous! More than enough room for 6 girls to get ready for a night out!
Thanks for a terrific stay!!!"
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Review submitted by Lisa
from Three 2 bedroom ground floor apartments near Banus
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(Submitted:
26/07/2006) |
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"Booking ref 13886-28202, Three 2 bedroom ground floor apartments near Banus The most disappointing thing about this apartment for me was the description as it was not accurate at all. The name of our apartment was called: "Three 2 bedroom ground floor apartments near Banus" Yet when we got there, there were only 2 bedrooms and two of the girls had to share a sofa in the living room. And we still had to pay the cost of £75 for an extra camp bed. After complaining we were just told it was a typing error and received no apologies or compensation for something that wasn't our mistake. Also the directions to the villa from the airport were a series of photographs with no address so we ended up getting completely lost as no taxi drivers knew where to go. The apartment itself was very nice but the service was appalling!!!!! "
Owner reply:
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In reply to the review added by Lisa 26/07, we the agents respond as follows. The renter previously tried to rent another apartment from us, but due to the numbers in the party (7 girls) we had to change them to this property. This property is more expensive than the one previously requested and no further charges were incurred by the renter for the upgrade. The add clearly states 'Three 2 bedroom ground floor apartments' which is not misleading. This heading would suggest that the rental is for a two bedroom unit. After review of the website it was found that it had stated 2 twin bedrooms instead on 1 twin bedroom, which has now been rectified. Furthermore, it was agreed with Lisa that the additional bed was required and the cost was agreed. The invoice clearly states the office details of which the Malaga cab driver could understand. The renter was offered a transfer service, but declined due to cost (incidentally, the cabs turned out to be twice as expensive!). They were taken to totally the wrong area, which is common with Malaga cabs as they do not know the area. I (MD) personally went to meet them to tell them were they needed to go etc. To state that our service is appalling is a little strong considering we had put all the logistics in place pre and during the rental and offered the personal attention required by all our clients.
Inspirations! Marbella
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