Hi Carolina,
I trust you are well. Thank you for your review, though I am quite surprised at your feedback as after our check in with you once you had left, your reply was very different. (Your response on check out, copied directly from WhatsApp was very positive.) We would have gladly helped with any requests you brought to our attention if you had mentioned them. Every time we checked in with you, you were happy.
We would like to explain the following:
We apologise as the cleaner did forget to add the drinking glasses into the unit, this was an oversight as the previous guests booked both apartments and mixed the glasses up, but we brought these over as soon as you asked on the day of your arrival.
The jacuzzi was filled with water as it rained for a few days and there was quite a heavy storm where leaves settled in it. The air conditioning is not featured as an amenity in our units on TravelGround, we removed it from TravelGround a long time ago. We were not aware of a dirty pool as it is checked daily and you were all swimming in it, but if you had mentioned this at any time we would have gladly attended. We are on-site and available and would have been very happy to attend to anything extra you needed (additional kitchen items/extra linen).
We are upset and so sorry to hear that you were unhappy, we have looked into the leaking shower and are having this repaired. We will also follow up on the dishcloth, we truly try to provide a good service and are very open and appreciative to feedback.
I do feel the review a bit unfair only because we were never aware of you being unhappy or in need at any time despite our check ins and would have honestly been happy to assist. I'm sure with most of the items, barring the leaking shower we would have definitely been able to help. Please consider this in the review of our property.
Best regards,
Cindy