Amelia

Dear Ladies,
Thank you for taking the time to leave your feedback. While we are disappointed to read your reviews, we would like to clarify certain points in the spirit of transparency and respect.

Last year, you booked a villa that was later removed from our portfolio due to unforeseen technical issues. As a gesture of goodwill, we upgraded your group to a more luxurious property at no extra charge. We also arranged complimentary arrival and departure transfers with our Mercedes minivan and provided free concierge services throughout your stay—services not standard in all bookings but provided as part of our professional commitment.

You described the villa as stunning in some reviews, which we’re pleased to hear. However, now some new complaints, such as insects and a broken shower, were never reported to our concierge team. A full inspection found no such issues. We always encourage guests to reach out to our 24/7 concierge for immediate assistance. For this reason, we are unsure if these comments reflect actual experiences or are retrospective.

Regarding basic provisions, the primary guest specifically asked if items like salt, oil, or coffee would be available. Our reservation coordinator clearly informed her these were not included in the villa setup. This conversation is documented.

Moreover, we would like to mention that your group was thoroughly informed in detail about every aspect of the villa from the moment of booking — which occurred several months in advance. Over the course of those months, every question you raised was answered fully, and all additional suggestions were promptly addressed — regardless of whether you decided to proceed with them. This level of attentiveness directly contradicts the suggestion in your review that our services are “selective” or dependent on whether a booking is in high or low season. We treat all guests equally.

Regarding the incident with the chair: after our senior team member visited the villa to investigate the damage, the situation was escalated to me due to your refusal to take responsibility. Upon arrival, I was immediately met with accusations that the chair was faulty and that the damage was our responsibility. However, this was a quality dinner chair, and breaking it would require significant force or misuse.

In fact, the manufacturer was contacted, and images were reviewed by an expert, who confirmed that such damage could only result from someone stepping or dancing on the chair — behavior clearly outside the expected use of the furniture.

Interestingly, in one review you stated the chair broke during dinner, but in person, it was said to have broken in the morning. Also, our housekeeper reported collecting over 30 empty bottles of alcohol the following day.

When I explained that the chair damage must be covered by your group — as per the terms of the legal rental agreement — the discussion quickly escalated. You raised other unrelated complaints such as plastic wine glasses (used for safety reasons) and external construction work on another part of the hill, demanding that these justify not covering the cost of the broken chair.

I remained polite and professional throughout, even as I was met with yelling and threats that you would leave “bad reviews” if we did not waive responsibility. Eventually, when you refused to settle your part of the already split damage charge, I had to let you know that I would be obliged to involve the police — as this is a standard procedure when a guest refuses to comply with basic rental terms. At no point was your departure from the island truly in jeopardy, but the process needed to be documented properly.

You described yourselves as experienced businesswomen, yet the reaction to a minor issue was unnecessarily hostile. Nonetheless, we followed policy and treated your group with fairness, as we do with all guests.

We value all feedback and remain committed to offering excellent service to every guest.

Kind regards,
Chris

Hello Amelia,

Thank you for your positive feedback it is appreciated.

Kind Regards,
Sunny
WeBuyAnyPhone

Thanks for your review Amelia!