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Visão geral
Casa para aluguel -
5 quartos, 6 banheiros, acomoda 10 pessoas
Ansouis, Luberon, Vaucluse, Provença

Avaliações de viajantes

Muito bom - (baseado em 19 avaliações)
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Avaliações de viajantes

Dallas, Texas
Colaborador nível 6
73 avaliações
12 avaliações de hotéis
common_n_hotel_reviews_1bd8 26 votos úteis
Publicada em 14 de julho de 2016 para uma estadia em julho de 2016
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Data da estadia: julho de 2016
As instruções para chegar à propriedade foram úteis? O serviço de recepção/acesso até a propriedade ocorreu de forma simples?
Condições gerais da propriedade Roupa de cama e colchões
Cozinha e utensílios Limpeza dos banheiros
Demais instalações e serviços Atendimento
Grupo de viajantes: Amigos
Você recomendaria este hotel a um amigo?   Não.
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Esta avaliação representa a opinião subjetiva de um membro do programa TripAdvisor e não da TripAdvisor LLC.
Resposta do Administrador
1 de ago de 2016
After 17 years of renting our home, with hundreds of very happy clients, it was bound to happen that we would have a week where situations seemingly went awry and we’d get a ‘bad review’.
We clearly have teachable moments to learn from here, as well as clearing up misunderstandings, misstatements and making things right for all parties involved and for future guests.

I have shared the review with the individuals referred to; our new greeter and our long time construction/repair manager – albeit their version of the events may reflect differing accounts of what has been portrayed.
Even though everyone spoke English -- nuances and an attempt at humor clearly fell flat – that’s not okay.

It’s important for us to learn from this guests review and not rest on our laurels of 5 star reviews. What actions can we take to make our next guests have great experiences?

Moreover, with global warming and record heat during this visitors stay it’s time for us to upgrade our upstairs air conditioners (yes they really are air conditioners, and cost many times the price of a fan) to more powerful BTU’s.
We have made a decision to add additional insulation to our top floor roofing, replace the existing skylights with ones using reflective glass and blinds and install a large Fujitsu air con unit with 18,000 BTU’s. This large system, which we use on the ground floor of our home is extremely powerful.
It wasn’t broken as reported and was on full force during the stay. The condensation tube was leaking and was remedied 2 days after this guest checked out. The team did want to repair the drip tube during the stay, but circumstances and misunderstandings prevented this from happening.

We never limit – never -- how cool you can set any of the air conditioners –please be assured of this. There is no way I can limit or lock in the cooling levels. Nor would I ever want to.

After this guest departed, I found that a heater fan was on in full force in the master bedroom suite, and that the air conditioner unit on the top floor had been moved so that it was uncoupled from it’s exhaust hose – so that hot air was pumping back into the rooms. I can only imagine that this would have compounded this guests’ discomfort. The unit has been re-attached and is working well.
Using a heater to cool down a room would only make things even hotter.

Hard Water Deposits: we do have hard water in Provence. We’ve bought a new kettle and I’ve purchased a supply of Lime-Away to bring back with me.
Our team is aware they must anti-calc the coffee makers and kettle more frequently.
We do use Finish Powerball Quantum dishwasher tabs which normally work really effectively on hard water spots. But the electric kettle can't go into the dishwasher, so the kettle is replaced.

And the same goes for the pantry – this is absolutely ‘my bad’ – guests often leave condiments – normally unopened with the intent of sharing with the next folks staying. While we absolutely throw out cereal, flour and other perishables all of the time., we will thoroughly check everything else left behind and if it even looks close to expiry, will toss it out. That’s a promise!

Lastly – I want to assure this guest and future ones that we have no birds nesting on our terrace – and that our neighbors cat occasionally will peer over the roof to see what we’re up to. With furnishings from Restoration Hardware and Maisons du Monde, we would be in a quite a mess on the terrace if it were as described.

So how do we make everything better? By continually improving our home, encouraging guests to let me personally know – in real time, if something has occurred that is inconvenient or upsetting and of course, working with our team to help them understand that cultural and language nuances can be misunderstood.

To this reviewer -- Please -- come stay with us again – at no charge!
Should you ever return to Provence, we’d love to have you back – at no rental cost whatsoever, to prove to you we can give you a week in our home that exceeds your expectations! For us it’s a matter of pride to deliver a wonderful, amazing memory – not a nightmare.

In spring of 2017, I’ll be posting new photos of the upgrades and changes – and hope we earn your trust that this is really - a very special home.
Esta resposta representa a opinião subjetiva de um representante da gerência e não da TripAdvisor LLC.
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