Villa Sereno - Santa Rosalia Beach Resort

I sincerely apologise for the numerous issues you experienced during your stay. I would like to address the comments in order. On the first evening of your stay, we emails you asking if everything was ok and if you needed any assistance. You replied "Hi there, first night was fine thanks. I’m disappointed with the size of the pool. Apart from that all seems to be ok. Thanks for checking in." There was no mention of cleaning issues, but had you have raised it we would of course sent the cleaners back to resolve any issues. I am sorry that the cleaning fell below standard non the less. As for the size of the pool, I have studied the photos, and I can confirm that it looks in the photo as it does in real life and certainly no camera tricks or anything misleading. However, we will take your feedback and note the actual dimensions of the pool in all future adverts. I am aware that there was a problem with the patio doors, and I can see form the property manager report that it was resolved immediately, which I am very happy to see. Of course, we do not wish for your belongings to be at risk, and at the same time I am sure you understand the logistics issues with getting a lock smith at very short notice on the first day of the golf season. We do not expect to have any more problems with this in future and thanks for your patience whilst the property managers acted. This is a brand-new building and thanks for mentioning that there were no inside curtains or blinds, only the shutters. The owner has authorised us to rectify this immediately. Thanks for helping our future guests with this. This is also the case for the fencing. I'm sorry to hear that there was a problem with the drainage, although I understand it was a general issue in the resort, rather than a specific problem with this villa. Guests arriving after you left raised no issues, so it was a wider issue that was outside of the property managers control. That said, I'm sorry that it caused you discomfort. There is a first aid kit in the property located under the kitchen sink. There is a notice on the rear of the front door which explains this. Our welcome and pre check in information states clearly that its self-catering accommodation, and that the property managers can provide basic supplies if requested in advance. Toilet paper, linen, and towels are provided. Below, I enclose the summary form our internal systems. The host welcomed Romy to Villa Sereno, providing check-in instructions and contact information. After the first night, Romy confirmed everything was fine but expressed disappointment with the pool's size, which the host acknowledged while offering further assistance. Later, Romy reported a dreadful smell in the villa upon returning, which remained unpleasant despite opening doors. The host apologized and immediately notified Joy, the keyholder, to investigate and resolve the issue, which was found to be general and not localised. I do hope that these issues did not spoil your holiday and I'm glad that the reported issues were dealt with in line with our expectations by the property manager. I am adding to your account a 15% discount voucher for a future stay in any one of our 200 properties here in Murcia as a gesture of goodwill, which I hope you will enjoy. Marcus Glover - Director