I am always sorry to hear when guests do not have an outstanding vacation, especially when accommodations are to blame. As one of the owners, I take full responsibility. All bookings do go through the owner, who is always available to answer any questions and address any concerns by guests, including issues with property management staff. Unfortunately the owners did not receive any communication from the guests during their stay at the property. They have since been contacted privately.
In response to highlighted concerns, sadly there was a plumbing emergency that occurred just before the guests arrived. Staff worked diligently to repair the issue, which obviously had repercussions. There was one working bathroom upon the guest’s arrival, not up to our standards, but nevertheless unavoidable under the circumstances. The bedrooms are as advertised and detailed on the booking site(s), and have not structurally changed since the guests’ previous stays-meaning there are three in the main house and one in the guest suite, with the same bed sizes (2 kings, 2 doubles, 1 queen, 1 queen futon in the guest suite living area). Pool, maintenance, and housekeeping services are normally regular, with guests very satisfied with the concierge who manages the property (please see other reviews on this and other sites). Attention to cleanliness and additional scheduling of exterminations is a priority and will unquestionably be in order, as well as a review of any source of a tripped circuit breaker which was the cause of the partial lighting outage. The concern over water treatment has also certainly been discussed and addressed. Use of the washer and dryer is not an amenity provided to guests, although they can make arrangements for laundry service. Nonetheless, the on-site washer is being replaced, the dryer remained operable throughout the guest stay, and continues to work. Finally, as a standard, no food or other provisions are provided to guests but both kitchens in the Villa feature an array of utensils, cookware, and serving items comparable to any culinary household.
Again I would like to offer sincere apologies for any inconvenience, relay that steps are being taken to ensure all issues are addressed, and of course welcome these guests back should they change their minds in the future.
Bigger Splash Owners