We are sorry to hear that you feel your stay did not meet the standard you have experienced during your previous visits to La Cala de Mijas. However, we do need to clarify a number of the points raised, as we do not believe your review gives a complete or accurate reflection of the circumstances or the actions taken during your stay. The apartment had been occupied by guests throughout the summer prior to your arrival, and we had received no complaints regarding the door, internet, cleanliness or the general condition of the property. The front door was functioning correctly for the previous guests and when it was left for your arrival. Unfortunately, mechanical failures can occur without warning, and this was an unforeseen fault rather than a known maintenance issue that had been ignored. As you took it on yourself to complete the repair yourself we did have to present the invoice to the owner and wait for the funds to be released before we could subsequently reimburse the cost in full. Regarding the Wi-Fi, you confirmed to us in our conversations that the internet was working during the first 10 days of your stay. When you subsequently reported that you were experiencing problems, we immediately arranged for the system to be reset. When you advised us that the problem continued, the internet provider was contacted again and a technician attended the property to investigate and replace the relevant equipment/parts. We appreciate that having unreliable internet was frustrating, particularly if you needed it for work. However, we cannot be held responsible for the technical failure of an external telecommunications service or for the availability and response times of an independent internet provider. We did, nevertheless, take action each time the problem was reported and attempted to resolve it. When the drainage issue was reported, we arranged for someone to attend and clear the problem. Again, action was taken when we were notified. If the issue subsequently reoccurred, we would have been happy to arrange a further visit had this been reported to us at the time. The apartment was cleaned prior to your arrival. We are therefore concerned by the suggestion that the property was generally dirty. If specific areas had been identified as not having been cleaned to an acceptable standard on arrival, we would have expected these to be reported to us immediately so that we could arrange for our cleaning team to return and rectify the issue. Where an external contractor is required, we have to provide guests with the time window given to us by that contractor. We fully appreciate that waiting for a maintenance visit during a holiday is inconvenient, but we cannot control the precise arrival time of independent tradespeople. With regards to the baby cot, you did enquire about one during the booking communications, but the cot was not subsequently confirmed as a paid hire item and no hire fee was paid. Nevertheless, the owner agreed to provide a cot free of charge as a gesture of goodwill and this was delivered to you as soon as you reported you needed one. We also provided the accommodation information regarding the bedroom arrangements based on the information available to us. We do not accept that we deliberately provided misleading information regarding the bed size the linen provided is for a 200 x 200 bed. We are also the booking and management agent acting on behalf of the property owner. We cannot be held responsible for every unforeseen mechanical or technical issue that may arise during a four-week stay, particularly where the issue is outside our direct control. What we can do, and what we did do, is respond when issues were reported and arrange the appropriate assistance. We appreciate that you experienced several inconveniences during your stay, however, given the circumstances, the actions taken during your stay, the reimbursement of the unauthorised door repair, and the fact that the property had accommodated guests throughout the summer without previous complaints, we do not consider the additional compensation requested to be justified. We are sorry that your fourth summer stay in La Cala de Mijas did not provide the experience you had hoped for, but we respectfully disagree with the overall characterisation of the apartment and the service provided.

Thank you for your review. We are pleased you enjoyed your stay in Casa Banderas.