Bord de l'eau Rez-de-chaussée Appartement dans le pittoresque village traditionnel canadien

We are very disappointed with this review and the travellers attitude. Other than a small problem with the TV which was rectified immediately we were never contacted by the guest. The entire property interior has been painted in the last year. We are right next to the sea so we do have some peeling on the bottom of the outside walls. There can be some smell from the drain in the ensuite shower if not used and the plug not used. The main bedroom is large and easily accommodates a king and single bed. The second bedroom has a single and double bed and is not so spacious. Both also have wardrobes and dressers. There is sun around the sea side of the apartment most of the day if you move the chairs. There is a full set of pans and dishes to accomodate up to six guest. This lady speaks Spanish as does our cleaner so I used Belen as a contact. However as with any guest I urge them to contact us first. Be assured she is well compensated for anything she does for us. We stay in the apartment ourselves and the new boiler is sufficient for most peoples needs. Regarding the claim that the sheets were too small for the beds they should have asked Belen for another set as there are extras in her linen cupboard or contacted us. The door can stick but a small adjustment would have corrected it. If we had only known most of the alleged problems could have been corrected. Regarding the English this lady I believe come from Italy and her son spoke with us on the phone when she booked so she was well aware we were in England. If she was that concerned she would have had him phone or contact us. I do not know what possessed this lady to give us such a low score but if you read the review of the following guest it does not make sense.

The apartment was not dirty. We left the apartment clean approx. a month prior and asked our cleaner to check it and clean what she found prior to the guests arriving. We had sent a local lady to check and she found very little wrong. There was some dust but overall it was clean. The area is very busy from 1 July to 7 September. The guests were informed of this prior to booking. The remainder of the year it is very quiet. The guest was very insulting and upset over the noise and number of people so must have thought it justified to complain about the cleanliness.

First of all we were in contact with these women throughout there stay. We would have been there when they arrived but had to return to the UK but had met them on our return by which time I had our rep Sarah and our friends in the upstairs apartment attend to their complaints. The bathrooms were cleaned prior to their visit but we did allow departing upstairs guests to leave their cases in the apartment for a couple of hours. They may have brushed their teeth. This is the result of us trying to accommodate guests. The shutter was broken but the window inside the shutter locked securely. There are hasps on both the shutters and window so they could have been opened securely. The coffeemaker was not broken. They did not know how it worked. It was there when we checked. Anyway our upstairs guests provided them with the coffeemaker from upstairs. They did not mention the juicer or frying pans. We have been in the apartment since and did not find the frying pans faulty. We will double check them and replace them. If we had known we would have replaced them. I think they misunderstood the use of toilet paper. It can be flushed in the toilet. Our plumbing has been upgraded and all we ask is that sanitary ware or nappies are not flushed. Anyway Sarah brought them a trash can. The windows may have been dirty outside but considering its location so close to the sea it can happen overnight, if we have rain and high winds. We will monitor this and double check prior to arrivals.. Outside is not a public road and in the winter very few people other than island visitors enjoying the incredible view use the lane. We are very disappointed with these guests. We responded along with our friends immediately to their concerns. They do not seem to appreciate what we did provide them and the space and views in the apartment. They had internet, flat screen TV, a full cooker. microwave, fridge freezer, internet, washing machine, full set of dishes, pans and utensils etc. Most apartments do not provide all this. We have been in many apartments in Lanzarote and have yet to find one which provided all this. Regarding the rating of 1 I find this incredible and seems to be very vindictive and unjustifiable. It is not objective. I would like to know which less expensive apartment and its location they stayed in in Tenerife.

First of all the water pump is not in the bedroom. It is located under the stairs. The bedroom is adjacent to the wall which is a thick concrete wall with a cupboard door for access. The pump is on the other side of the wall. A few months ago we had a problem with the pump and it was repaired. However the insulation we had surrounding the pump was removed but not put back. We have just been there and put everything back so the noise would be reduced. We have not had any other complaints about the pump so it was an unfortunate occurrence which we have taken appropriate steps to correct. We are sorry for the inconvenience and hopefully these guests will return.

We are very disappointed to receive this review. We do not understand if these guest had problems why they did not contact us. They say our representative was friendly but did they tell them about the problems which should have been corrected prior to their arrivals. We take any signs of bugs very seriously and take appropriate steps to eliminate them or prevent them. the guest prior and after these guests have not complained about bugs and have written good reviews. We have just left the apartment and there are no signs of any bugs but have sprayed as a preventative measure. I have instructed our cleaners to check for bugs during changeovers. I suggest readers of this review read other reviews for an accurate picture of our apartment. PLEASE NOTIFY US IF THERE ARE PROBLEMS>

What a lovely review. These guest obviously enjoyed the wonderful village and unique setting. Thank you for your kind words.