Dear VT,
Thank you for sharing your feedback with us. I am truly sorry to hear that your experience did not meet your expectations. We take such complaints very seriously and, as you know, our Ibiza team, including Gloria and Vicente, were available on-site to address any issues immediately 24 hours per day.
Having managed villas in Ibiza for over 24 years, we have welcomed thousands of satisfied clients, many of whom return year after year. Negative reviews are extremely rare for us, with yours being only the second out of 4,580 villa holidays.
We were pleased to accommodate your request for a 10-day rental in a 12-bedroom villa during peak season, especially since many owners insist on a two-week minimum stay.
Regarding the chef you booked directly (not through our concierge service), we understand there were significant issues, including the incident with his dog and the poor cleanliness standards. On the last day, he also inappropriately used the villa's facilities with his family and friends. We absorbed the associated damages on your behalf.
We apologize for the inconvenience caused by the Wi-Fi dead spots in certain areas of the bedroom and lounge. We immediately corrected this by installing new extenders when they were available. We understand how important reliable internet access is, especially when working during your holiday.
We added an additional cleaner to address your concerns, and we apologize for the handrails and tree house not being perfect upon your arrival. We also acknowledge the damp smell in one of the rooms below the pool and hope the efforts of our team allowed you to enjoy the villa despite these issues. We also left a welcome card and our fav bottle of Rose made on the Island.
Thank you again for your feedback.
Best regards,
George - MD