Luxury Penthouse in privateCondo

We would like to provide an overview of the guests concerns and our efforts to address them. Regarding the washing machine, Sally understandably expressed frustration upon discovering its out-of-order status. We promptly explained that it had been broken by the previous guests, and unfortunately, we were unable to repair it within the limited time frame of their stay. We genuinely shared their disappointment and apologized for any inconvenience caused. Additionally, Sally questioned why it wasn't repaired earlier, mentioning that she knew for a fact that we could have fixed it sooner and didn’t, we really don’t appreciate this line of questioning, however we explained everything once again, that unfortunately, circumstances beyond our control delayed the repairs. To address the issue of laundry costs as fairly as possible, we reimbursed the amount of €25, reflecting the cost the guest told us it incurred to have their clothes washed. On July 13th, the guest reported a malfunctioning lift. We immediately contacted the responsible personnel for the condominium to address the issue. However, she expressed her dissatisfaction once again on July 14th when she perceived that no action had been taken. We reassured her that we had already reached out to the condominium and were awaiting their response. On July 17th, we were informed that the lift had been fixed on July 14th. We made every effort to resolve the issue promptly, but the resolution was ultimately dependent on external parties, who did so as swiftly as possible. After their check-out, Sally expressed further concerns in an email. They mentioned experiencing discomfort due to the firmness of the beds in the apartment. We apologize for any inconvenience caused and appreciate their feedback, which we will consider to improve future guest experiences. The interior design and furnishings were personally selected by the owner, reflecting their individual taste and style. We understand that design preferences can vary greatly from person to person, and what might be appealing to one guest may not be the same for another. We apologize if the decor did not meet your expectations or if it felt outdated to you. It’s important to know that the apartments decoration aligns with the photos provided on the VRBO portal. We aim to present an accurate representation of the accommodation, including its style and ambience, to ensure that our guest can make informed decisions when booking. Best Regards, Bárbara & Diogo