Mounira and her family (husband and three kids of 13, 10 and 8) brook and damaged several items in our Finca during their stay. Also there were numerous stains all over the place, which cannot be removed. We were really shocked about the way they left our house, without telling anything. We tried to contact them immediately by (Hidden by Airbnb) (twice). Unfortunately they didn’t respond to our request at all. All the items in the Finca were brand new and we are really shocked. The cleaners where busy for 6 hours to clean the Finca as good as they could. This is double the time that they normally need. The whole house smelt terrible of fried food. Every surface was thick with grease from cooking. There were also shoe prints (possibly flipflops) on walls and windows. We are so disappointed in the way they left the Finca, really terrible.
We really don’t understand the remark on the toilet being disgusting. The Finca is cleaned thoroughly after every guest, so they have a fresh house during their stay.
All the houses in the mountains do not have an address, that’s why we have our local contacts to drive our guests ahead the first time. On the website we also describe the condition of the road to the Finca and that an elevated car or 4x4 is not necessary. There are more houses situated on the mountain and residents are driving regular cars.
At the Finca there is an information brochure with all the things guests need to know about the house and also a route description with photos and coordinates, so guests can find the Finca themselves. We didn’t have any complains about the road or finding the Finca from any other guests.
Mounira told us that she was already very scared driving in the mountains and didn’t do any research about the area before booking the Finca.
The swimming pool is cleaned every week and after a complaint from Mounira it was cleaned extra. Because of the wind some sand had blown into the pool, which caused a slight yellow color, but the water was clear. Again no other guests have said anything about the pool not being clean.
Because Mounira and her family were one of our first guest and they wanted to stay for a month we agreed upon their request for a special price for the whole month. Upfront we also agreed with her that electricity would be charged separately, by meter. So a fair price of what they used. Normally electricity is within the rental price.
We were really upset that Mounira and her family treated our house with such disrespect. We filed a claim via Airbnb for the damaged items.
We are very happy with the positive reviews we have received from our other guests and hope to welcome many more guests in the future to enjoy and experience and relax at our Finca and the Axarquia, the most beautiful part of Andalusian.