Runway L.
The reason I’m giving the experience…bitter sweet
The reason I’m giving the experience such a low rating is because of the advertised Inclusions in the online postings vs actual Real life inclusions. How the post reads unless the changed it per he screenshots i have at the time of booking said that breakfast and dinner included what they then went to say after the booking is that that means access to the chef to prepare those at extra cost which is not what it says and is not clarified by them until after booking when i asked because at that time they sent over a meal price list. Also clearly it said per the screenshot that Two meals on Sunday Brunch and Dinner only well that they don’t tell you is that of course it’s not included but if you want dinner it’s a extra 250.00usd which is also no where to be found and when i brought it to their attention they stated that their website was incorrect and they would have their IT fix it but they wouldn’t honor it because of the contract after booking.... A lot of bait and switch post in the listing. Once i started getting all Of these changes i compared the house listings on other sites had very clear inclusions and exclusions and extras and theirs didn’t and sounded like it’s included. I’ve dealt with villa agencies for years now and never had this issue the guest did like the house staff and the condition of the accommodations so wish i could give it more stars but the agency left a bitter taste and experience. Not sure if I’d use them again as it was my first time booking my client through them it may be a last resort if they have a place nobody else has and my client loves it kind of booking.
Response from Exceptional VillasJun 13, 2019
Dear Tiffany, We are happy to hear that the clients enjoyed their stay at the villa despite the misunderstandings regarding food service and inclusions. We are sincerely sorry that these misunderstandings arose on the villa rental you reserved on behalf of your clients. We had previously sent you the two original emails which clearly explained the meal inclusions. Unfortunately, the provision of chef service does not include cost of food. Unless the property is an all-inclusive property, food is never included with chef service with any villa rentals We really sincerely wished for your clients to have a most wonderful experience which is why we gifted the groceries for them Our concierge Elaine also worked very hard to try to ensure that all concierge requests were fulfilled and that all went well. We try our very best to ensure that all of our clients have nothing but the best experience when booking through us and hope that you may give us the opportunity to prove this again sometime in the future. Warm regards, Linda, Emma, Noreen, Elaine and all at Exceptional Villas