Response from Nick & Anna:
We welcome our guest's feedback and always use the comments to improve our guests stay for future bookings. Roman's review is not accurate and therefore we have asked Airbnb to review this. We are pleased that our guests had positive comments to say about the pool area, gardens and the clean towels and comfortable beds as this is very important, there are many other great features as other guests such as Bobby, Franck and Corina will vouch for, please read to obtain other feedback as they have all stayed here recently.
Our guests had issues with the supply of hot water although this had not been a problem before we have now replaced the hot water tank with a 100 litre size to ensure no guests have this discomfort again.
We personally visited the apartment the day Roman left and after clearing up the mess that was left we stayed there for 3 days had no experience of 'hordes' of tropical cockroaches, we found 1 on our 2nd day and 0 on our 3rd day, as for hearing them running through the apartment well this is just no possible unless these tropical cockroaches are the size of small cats, a total over exaggeration and untrue. In Spain cockroaches and other insects do exist, to be sure though we had the property inspected by an independent surveyor who could find no significant issues, we continue to monitor this with all guests that stay.
There was no smell at all from the toilets whilst we were there, occasionally the drainage in parts of Spain and the UK for that matter can cause an odour, no other guests have mentioned this so once again this is being monitored.
The sun is on the apartment not in the apartment, whilst we were there 21st to 24th May 2017 we had to draw down the external sun blinds to keep the sun out, its a positive feature not to have the sun in the apartment, its very warm in Spain this time of year and helps keep the temperature cool. We have just replaced the outside garden furniture to make dining outside more comfortable. See pictures of the sun around the apartment and the beautiful surrounding gardens, its a very safe and secure area as described.
Roman was provided with 2 electric fan heaters to keep his family warm in the evening, these fan heaters were left on for long periods of the day and night, this was not necessary and if anything was a risk for which I advised him of this.
The two shower heads have now been replaced to ensure maximum comfort, these are changed twice per year and cleaned in line with best practice and cleaning recommendations.
We offered Roman the opportunity to find alternative accommodation very early in his stay, he didn't take us up on this offer, we arranged to have the boiler changed whilst he was there, but he chose not to want this to happen, hence it was changed as soon as he moved out.
We have many reviews for guests to look at :-
We have 5 stars for accuracy, 4.5 for cleanliness and 4.5 for value, we are working to get to 5 on all these so please take the time to review and ask as many questions as you like as we also have 5 stars for communication.
Regards Nick and Anna