Thank you for taking the time to leave your review. We are pleased that you enjoyed the villa’s spacious communal areas and excellent location, and we appreciate your positive comments.
There are, however, several points in your review that we would like to clarify for future guests.
You originally booked the villa through Airbnb. Before confirming your booking, you contacted Tate House and we explained that by booking directly with us rather than through Airbnb, you would save approximately £400 / €460 on the cost of your holiday. You subsequently cancelled the Airbnb reservation and rebooked directly with Tate House to take advantage of this saving.
The €200 cleaning fee is clearly displayed at the very top of the property listing, both on Airbnb and on the Tate House website, along with the other applicable local charges, before guests proceed to the detailed property description and amenities. The fee is therefore not an additional or unexpected charge on arrival.
Regarding duvets, we do not provide duvets during the summer months due to the consistently high temperatures. This is standard for our summer properties, where guests are provided with appropriate bed linen. In your particular case all of the villa’s air-conditioning units were running continuously throughout your stay, which would make the use of duvets even less practical.
The villa is supplied with 8 bath towels and 8 hand towels. Beach towels are not included, although we do offer them to guests for hire at €2.50 per towel for the entire duration of their stay.
With regard to the dishwasher and lounge air-conditioning, you reported that both were not working correctly. We arranged for these to be investigated. Following inspection, both appliances were found to be operating normally.
We appreciate that this may not have been your experience, but we did respond to your concerns and had them checked rather than simply dismissing the issues.
The BBQ was cleaned however, the villa is situated immediately alongside open, extremely dry countryside and communal areas, and the use of traditional charcoal BBQs presents a significant wildfire risk during periods when restrictions are in place.
You were therefore advised not to use the charcoal BBQ. We appreciate that this was disappointing, but this was a safety decision and not a failure to provide a usable BBQ.
We are also somewhat surprised by the comments regarding towels and cleaning, particularly as no specific cleaning concerns were raised with us during your stay that would have allowed our team the opportunity to address them.
The Dyson vacuum is provided as a convenience for guests during their stay and is not intended as a replacement for the scheduled professional cleaning service.
We are sorry that the pool was not to your satisfaction on arrival. You arrived earlier than the property's advertised check-in time, and we indicated that cleaning will have not be completed until sometime later, although we were aware of your anticipated arrival.
Pool cleaning and preparation are scheduled around the agreed check-in time, and arriving early can mean that final preparation is still taking place.
We always welcome constructive feedback and will certainly take your comments regarding modernisation and additional guest supplies into consideration.
At the same time, we believe it is important that prospective guests have the full context, particularly where the listing information, charges and house arrangements were clearly provided before booking.
We are pleased that you found the villa itself lovely and the location excellent, and we hope you nevertheless enjoyed your time on the Costa Blanca.