We appreciate our guests taking the time to leave a review or to give us constructive feedback about how we may improve our villa. However, this review is very perplexing and is full of inaccurate or misleading statements. Taking the time to get our names right would have also been curteous.

With regards to the implied "rushed" tour of the house, we think some consideration might have been give to the lateness of the arrival of these guests and also the nervousness of having show people around your home whilst trying to communicate in a language which you are no way fluent in i.e. in English, not Portuguese. There was no intention to "rush" the "tour" and as can be seen from other reviews by non-English guests we take time to properly welcome our guests and to try and make them feel at home.

We are completely confused by the comments about the things we have in our kitchen i.e. not having 12 glasses or 12 cups etc. We counted these after we saw the review and found we had over 30 glasses, 21 cups and 25 dinner plates. As can be seen by other reviews our villa has well stocked kitchens. We are also in the process of stocking our third kitchen in the games room to better enjoy the outside brick BBQ. All the cups we provide have handles, however, reading the review left by these guests in the guest book we see this comment is actually about the plastic beakers we supply for use by toddlers or for drinking by the pool. These items were bought without handles and are not broken as may be implied by this review.

We have no idea what the comment regarding only 7 sunbeds around the pool refers too. We had 12 sunbeds out by the pool for the previous guests to use and didn't remove any after they left that day and before these guests arrived the same evening.

We can't even begin to imagine how there could be glass in any of the showers, and this does not indicate the room was not cleaned. We hire a cleaner, as well as checking the cleaning ourselves and take great care to ensure that the bathrooms, bedrooms and kitchens are clean before guests arrive. To say we have a shower where the shower head points to the light bulb is extremely confusing as this would mean our shower points to the ceiling and not down to the shower tray. To point to the ceiling would make it unusable - hence the confusion for us about this comment.

We are glad to see that even though there were one or two minor things (especially considering the size of the house and facilities provided) which weren't to the liking of these guests, this hasn't detracted from their holiday and they did have a really great time. We have taken notice of all the comments and will do everything we can to make sure all future guests can also enjoy a lovely holiday with us.

Thank you for taking the time to write your review of our villa. We make every effort to ensure our guests are happy when staying in our villa and pay particular attention to cleaning and maintaining it. We accept that the old ‘kitchen’ area in the games room wasn’t cleaned, we have only just put the games in that room and it wasn't included (as you know) in the costs you paid for your stay. We thought it was better to open the room for you to better enjoy your stay, however as it was only just set up we had thought of it just as a play area and as a separate part to the living areas of the villa itself - it is in a completely separate lower ground area. Therefore we didn’t consider that someone might go through the cupboards and draws or find a need to use them and hence they weren’t cleaned. Please accept our apologies for this. We have noted this and have now paid particular attention to cleaning that area.

We take the trouble to ensure the fridges, microwaves, bathrooms, pool etc. are fully cleaned at the end of each stay ready for the next guests. In particular we had also stripped all the sofa coverings along with the bedding and sent them to the laundry to be cleaned immediately before your stay. So we were surprised to read you thought things weren't clean and you felt the need to clean. However, on asking you to tell us what wasn't cleaned you haven't been able to provide us with any detail.

As you mentioned, we don’t provide a daily cleaning service for guests, although we will look into providing this service. However, we also did not advertise that we did provide this service so we are surprised you expected it. This is a rental villa not a bed & breakfast or a small hotel. We are sorry you were disappointed this service wasn’t available, but this is also reflected in the price of our villa. When you asked, upon arrival, about the cleaning service we explained politely this was not a service we provided and also politely advised there was a washing machine available if you needed it. The washing machine is an item we are regulary asked for by our guests, hence us letting you know it was there.

With regards to maintaining our villa, we assume your reference is to us not providing the daily cleaning service, as we did provide you with a change of clean towels and came to clean the pool during your stay. We do most definitely take time and make an effort to ensure that the villa is regularly painted and that anything which has been damaged or broken is replaced with new items.

Thank you for your appreciation of our villa and it's location. We'll let Nelson know you were happy with his service, we are sure he will be pleased.

Best wishes
Emma & Quim

MadeiraVillaHoliday

Thank you for taking the time to write a review of our property. We are happy that you had a good holiday whilst staying with us. The house style is a traditional Madeiran terraced one, being situated on a mountainside. It therefore comprises of three different levels. Our propertys rental accommodation is located at street level and is extremely spacious, as I am sure you appreciated. The pool is located at the lower ground level and all guests are of course guaranteed sole use of the private pool. We are pleased to say that we have now created a lovely dinning area outside for our guests to be able to eat their meals in the lovely Madeiran air. We hope that you will return to our Villa to experience this and the lovely views once again. Best wishes.