2/10 – Ungenügend
Heather W., London
15. Sept. 2019
Terrible customer service from club villamar
We were shocked to be charged a lot extra for cleaning when we first checked in at the office, as well as an unreasonable amount extra per person for sheets. This should have been included in the price.
The property was quite shabby, nothing like the photos, and the rooms were poorly laid out with big cupboards (many locked and presumably containing the owners stuff) and little useable space. Of the three rooms with a double bed one was in an open area with only a light curtain separating it from the living area. The pool area was nice but the pool was not cleaned until 3 days into the stay. The electricity failed one afternoon (we think because the meter was not topped up) and despite calling the 24 hour ‘emergency’ number we were told nothing could be done until the next day. We therefore had to spend a very stormy night with the downstairs garage door stuck open, no lights, no fans or aircon. There was no hot water until 3 days into our stay when we asked the electrician who had come to fix the power to look into it. Even when the power was finally restored there was no aircon in the lower floor at all so it was uncomfortably hot. There was no information at all about local facilities (which were all miles away anyway) and no instructions about using the services. The location was in a remote urban area with dogs barking day and night.
The internet stopped working a few days into the stay and our repeated requests to have it fixed were completely ignored. All in all the service from club villamar was terrible. Very disappointed.