Villa in Marbella, Marbella, con Piscina esterna privata (riscaldata) e Balcone o terrazza

Dear Carol Thank you very much for your review, it helps us to understand what we are doing well and what we need to improve. I appreciate your feedback. You raise some interesting points, and your concerns are very important to us. On the other hand, we are a little bit confused on some of your points, and your disappointment as our staff had the idea that you and your family were having a wonderful time at our villa and were very pleased by the services provided by the concierge manager and staff. Please allow me to address separately each point you have raised: - Location: Our villa is located in the exclusive west Marbella estate of La Reserva del Madroñal. It is one of the premier private estates of the Costa del Sol. In fact, the top 1 or 2 in everyone’s book. It’s set on a stunning mountainside high above Marbella and enjoys breath-taking views. The villa is completely private, extremely luxurious and offers all the trappings of a millionaire’s paradise. The location of the property couldn't be more perfect - if you can bring yourself to leave the tranquillity of the villa, within 2-3 mins there are some excellent bars and world class restaurants. We are only 10 mins from the best beaches and beach clubs of the whole coast. West Marbella is home to all the best beaches of the whole coast. Puerto Banús, is also easily accessed in under 10 minutes. If you plan on a round of golf or two, there are 15 amazing golf courses, many at championship level, to choose from all within 10-15 minutes. Supermarkets, boutique delicatessen, cafes and an artisan bakery supplying fresh croissants and beautiful patisserie are all with 2-3 minutes. And, within 30 minutes you have access to all the main attractions of the coast, from the water park in Fuengirola to the Selwo safari at Estepona. Although we are right on the doorstep of all the best things to do, we are still very peaceful and not stuck in the noise, smell and traffic of the immediate coast road area. It means when you relax around the pool, or have dinner on the terrace in the evening you’ll hear birds, nature and peace, and not the constant din of traffic noise passing. Driveway In your feedback, you mention your issues with the driveway. I don’t think this has anything to do with the location of the villa. Regarding the driveway, many guests have stayed with us before and the drive way has not been an issue. The owner will review the driveway with his architect to see how we can improve the current situation. Studio In our description, we inform you where the studio is located. In such a big villa (over 1000 sqm) all things can be a few meters away. Most guests absolutely love it, with its views and 4m high ceilings. There are two ways to get to the studio via the pool entrance and via the garden. Both ways to the studio provide steps and lightening. The lights need to be switched on when required as explained by our villa manager upon arrival. Because of your feedback, we have now installed movement sensors, the lighting, automatically comes on now so you don’t need to switch. Thank you, and sorry for any inconvenience. Concierge Manager I think there is a miscommunication here. Your feedback gives me the idea that you were under the impression that there is a concierge manager on-site/ in the villa. That is not the case, I am sorry for this miscommunication, the concierge manager lives nearby the villa and works Monday to Friday from 09:00 to 17.00. Most of our guests use our concierge manager weeks in advance to prepare their holidays which is highly recommend in the peak season, to ensure availability. Our concierge manager assists our guests, free of charge, with restaurant reservations, activities, excursions, green fees, chef services etc. Whilst you were there the concierge manager assisted you with a last-minute trip to Tangiers in Morocco, hiking trips, green fee booking, transfer services, route descriptions, restaurant recommendations and reservations too. Even late in the evening he assisted with a request to change of day and time of the confirmed restaurant reservation, avoiding you any costs for doing this. Your first request was sent to us on Sunday late afternoon a request to assist you with some activities, the concierge manager contacted you on Monday morning. The concierge manager has received many emails since then from another member of your party to assist with various activities. All well explained by emails and over the phone too. He was complimented with kind words, and thanked very much for his guidance and assistance. He was even invited for a glass of wine and dinner at the villa by you. The last-minute trip to Tangier was being described by your party members as “a great time” …… You stated you were disappointed in the concierge manager, stating that he wasn’t helpful. He feels very hurt by this. I believe this only relates to one incident. On Saturday morning, you contacted the concierge manager. He was with his children on the beach at this time. You called him because your flight was delayed and you expected from him to find you a villa for 16 guests for one night. Apart from this not being the duty or knowledge of the concierge, this was a rather impossible request. All the villa owners I know do not offer a villa for one night, and most certainly not in the peak August season. In addition, 99% of agents don’t work on Saturdays. The concierge manager informed you that the most effective and efficient way to find an accommodation was using the platforms of TripAdvisor or Booking.com to adjust directly your criteria and personal taste to book immediate accommodation. You also must know that if any of our villas were available we would have gladly offered you staying at our villa without cost. I appreciate the stress you must and were under, but I really do not feel it is fair to state that he wasn’t helpful based on this request. Also, knowing that you found a hotel via his contacts makes your feedback rather harsh. I can tell you over 50% of our guests return and many do so due to the high level of service we give. It would certainly be a pleasure to welcome you, and your friends and family at a future date. I know the whole team, who thought you were super guests share that feeling Warm regards, Michael O´Neill

Thank you very much for your kind words and feedback. I really appreciate this, it helps us to understand what we are doing well and what you need to improve. See you soon again