Dear Mr Aldem,
I received the review of your stay in our property in Sardinia and it took me completely by surprise. I tried to understand what could have prompted such a harsh and negative review and what went so wrong, so that we will not repeat the same mistakes in future. I have to say though that we already understood while you were booking that you were not really sure about choosing our house. That is why after several email and photograph exchanges, my husband explicitly told you that, if you were not sure about our house, you could have cancelled your reservation at any time without any problems. We gave you the option to change your reservation if you wanted.
Before your arrival, I personally went to Sardinia to check the house was ready. I made sure that the house was cleaned, the linens were tidied, the detergents and few amenities such as shampoo and conditioner, bottled water, coffee, tea and even traditional sweets from the region were replenished. I rarely do this once the high season starts, but I really wanted to make sure you did not have anything to complain about.
In light of all this I want to go through all your negative points:
1.Your arrival in Sardinia
I really do not understand how you could arrive in a different village when the exact address is reported on your AirBnB reservation and no one has ever mistaken it. We have been renting our house through AirBnB for several years now. Anyway, Mrs Mandelli, who helps us with the daily management of the house when we are not there, came promptly to pick you up from wherever you were and took you to the house. I want to point out that Mrs Mandelli was waiting for you at the house at the agreed time. Mrs Mandelli told me that she even helped you with your luggage and afterward invited you for dinner at her house.
2.Difficulties in communicating with us
I am really surprised by this point. You knew Mrs Mandelli, who lives close by, oversees the daily management of the house. I don't understand why you did not communicate with her. When problems raised, she would have promptly acted to solve them. You have nonetheless taken advantage of her kindness in several occasions during your stay. You often went to her place for the laundry and she often took you grocery shopping and even shopping for your presents at the end of your stay. I know you often went to her place for a chat, so why not tell her also all the problems the house had, since this is her main role.
About us, it is true we are not always at phone reach, especially my husband, who at the moment has very serious health problems. This has not stopped you anyway to send me messages on my phone. I have personally replied, and asked you to please talk directly to Mrs Mandelli, briefly explaining you my situation. In that occasion you told me that you have been three days without hot water in the bathroom. The problem has been promptly solved by switching on the hot water system which has been inadvertently switched off by someone. I really do not understand though why you contacted me about the hot water problem after three days, while at the same time you were seeing Mrs Mandelli on a regular basis. If you told us about the problem straight away it would have been solved immediately.
3.Cleanness of the house
As I said already, and I am sure of this since I went to Sardinia just for this reason, the house was perfectly clean and tidy when it was handed over to you. I can say this without any doubts. The bathroom was clean as well. The toilet was cleaned, the floor was cleaned.
About the terrible smell, honestly, I have never smelled anything like this during the several years I owned the house. I spoke about it with Mrs Mandelli though and she confirmed that when there is mistral the sewage might release bad smells. I am really sorry about this, as I said, I never smelled something like this before otherwise I would have asked Mrs Mandelli to explain the reason of the smell and that it was not due to our bathroom.
4.Nothing worked, general condition terrible
on this, I am speechless. The house is a very small three-storey townhouse. It is however very cosy and the pictures confirm what I say. The furniture is simple, but tasteful. There is a small veranda where you can comfortably eat. It might not be everyone’s cup of tea, but you were not there to buy it, only renting it for a small period of time. It cannot possibly be so terrible to not even being able to comfortably spend there a couple of days.
Of course, things get a bit uncomfortable if the house, which has been initially rented by two people, is matter of fact used by 6 people. You very well know that we kept the same price even after you told us that you were in six living in the house. An already very low price of 45 euro a day, which divided by the six people occupying the house made a meagre 7 euro per person per day. You should have realised by yourself that for this price you were not about to rent a loft in Porto Rotondo’s main street.
I have to agree with you on one thing. The oven was not working. Mrs Mandelli confirmed it. I was not trying to hide this problem from you. I genuinely did not know it was not working and no one has ever told me about this problem before. I must clarify though that the item was not listed among the appliances in the house. I thank you anyway to have let me know, I will change it straight away.
For sure there have been a few inconvenient events, as often happens when you rent a place. We have however always promptly acted and solved them timely. I am referring to the lights in the veranda, the loose hook behind the door, and the toilet flush which needed to be pushed three times. Small things we promptly fixed. I understand that this could have created some discomfort, I apologise for any inconvenience. We have also changed the gas bottle at our own expenses.
5.Last but not least, you did not like the area the house is in
Unfortunately this is out of my control, and this is a very personal preference. The property is in an area which features mainly small houses and townhouses and some bigger houses with plenty of flowers and plants. It is a very well kept area, with a beach and a small marina, a little coffee shop, a restaurant and a five star hotel nearby. Ten minutes from the house is a town with shops and restaurants. Olbia is twenty-minute drive and there are beautiful beaches around. It does not sound so terrible after all, even though of course likings are personal.
I am not taking your review on a personal level, but I need to have heard also my side of the coin, which is very different from yours.
On a side note. When I spoke about your review with Mrs Mandelli she was taken by surprise and very disappointed. She has been constantly present during your stay and she went out of her way to make sure you had a comfortable stay in our house. She did this out of kindness, without taking any money. She also told me about the terrible state you left the house in. She is planning to send me a detailed written account of the house conditions with attached photos so that I can verify it. She is thinking also of contact you in person, since you left your telephone number to her. I told her she would do this on a personal basis, since I want to keep this conversation formal through the AirBnB channel.