“Great location with amazing pool”

“Great place nearly 5 stars”

“Buyer beware shocking”

Response from the manager We have never had such a devious and scheming client like Ms Robbins and we therefore would like to make all operators beware of Ms Robbins for any future booking. Our apartment is in Fort Cambridge complex where the pool area is open throughout the year. The pool area is equipped from 01 June to 30 September every year and it is accessible from 01 October to 31 May. This is stated clearly in our listing. As it so happened, the pool area this year was closed for two days on 23 and 24 May 2019 for annual pre-season maintenance work by the complex administrators and this has been confirmed in writing by the complex administrators themselves. We wish to confirm that at no point in time before 24 May 2019 did Ms Robbins make any approaches to us with regards to the importance of the availability of the pool on any particular day of her stay, in which case we would have seen to her request immediately we got to know about it. When client informed us of this at 7pm on 23 May 2019, we confirmed that we were not aware of this closure and offered to investigate the matter immediately with the complex administrators (in that case the earliest this could be done was at 8am on the following date) pending which we immediately offered to provide Mr and Mrs Robbins with a fully paid stay at the pool of a five star hotel in the area plus transfers to and from the hotel for the day/s that the complex swimming pool remains unavailable. However, client, clearly having another agenda in mind, did not respond to our offer which was made in writing and instead the next thing we knew was that she decided to go ballistic, abandoned the apartment with no proper handover at 9pm on 24 May 2019 and threatened us that she will see us in court. At that point, we immediately gave her our full official contact address and requested her to provide us with hers so that we will be able to defend ourselves as necessary, also from the wilful damage we eventually found inside the apartment which she abandoned without having the decency to hand over properly to us. Until this date, she has not had the courage to hand over her contact home address. Lengthy correspondence and phone calls with TripAdvisor ensued where we held the position that we offered to refund Ms Robbins with the cost we would have paid for her eventual day passes at the five star hotel swimming pool area for the period of two days the Fort Cambridge pool was undergoing maintenance but we were not prepared to refund her for her unilateral decision to abandon the apartment without giving us an adequate handover. Eventually Tripadvisor decided unilaterally to refund her with 6 nights out of the 7 nights she paid, in spite of our protests that she actually checked out 10 hours after check out time of day 1 so therefore she could only possibly claim 5 nights refund. Thankfully, in our experience, we have never encountered such a devious and scheming client as Ms Cerys Robbins and really hope that no owner will have to deal with such a person. The acid test to confirm the hidden agenda and bad intentions of Ms Cerys Robbins is the fact that nowhere in her review does she mention the fact that we have effectively refunded her through Trip Advisor 6 out of the 7 nights she stayed at the apartment. With regards to her allegation that we had to visit her within one hour in order to determine the situation re the unavailability of the pool, again she is being devious and mean again because our first communication with her took place at 7pm when the office of the complex administrators closes at 5pm. In fact, at 8am on the following day we were already at the complex administrators’ so as to verify what the situation was. After she left the apartment, she started alleging about breakages inside the apartment, something which she failed to point out either during check in or throughout the full 34 hours she stayed at the apartment. Ms Robbins’ hidden and obscure agenda also comes out in the fact that she launched her complaint not directly with us, as anyone with any modicum of customer care should know, but by contacting TripAdvisor directly. In fact, it was very strange that we got to know of her complaint not via a phone call from her but via a three way conference call involving herself, TripAdvisor and ourselves. Yes, as she alleges “Mario is argumentative and aggressive” but of course we can only rebut by saying that Ms Robbins is very well educated, courteous and ethical. All this having been said, it is, however, a consolation and a joy that the world is full of reasonable genuine persons, like the many who have stayed at our apartment many of whom have written very positive reviews on our apartment (which has been awarded a TripAdvisor Certificate of Excellence for 2018 and 2019), but occasionally you do come across professional con artistes such as Mr Robbins.

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Herrlicher Aufenthalt auf Malta”

“Mrs”

“Décevant ! Je ne recommande pas ! Ce n’est pas un 4 couchage. Mauvais rapport qualité prix. Disappointing ! I don’t r”

Response from the manager We consider this review to be very unjust and very disappointing. The major problem seems to lie in the fact that client appears to not have read the very detailed apartment description from which it is very clear that there is one double bedroom with one double bed and an additional sofa bed which sleeps two in the open plan living area. On top of this, we also supply another folding bed in case the two persons sleeping in the living area prefer to sleep one on the sofa bed and one on the folding bed. To state that the sofa bed is not convertible is factually incorrect: the sofa bed is indeed convertible into a double bed and this can be confirmed by the many clients who have used the sofa bed as a double bed. We always inform clients on check in that if there is something which they feel is lacking, they are to inform us as soon as possible and we will only be too glad to address the matter. In this case, client opted not to do so and instead leave such matters to the review stage, where she mentions that the apartment has the strict minimum in terms of equipment for cooking (without indicating what additional cooking equipment she would have liked to have), the oven dish, the bowl and the citrus press. We confirm that the apartment list of kitchen utensils and equipment is quite extensive and we would have gladly attended to any reasonable requests such as bowl, citrus press and oven dish had client pointed this out: however we confirm that the items she mentioned were in fact available in the apartment. The welcome pack is standard for us and includes as a minimum two bottles of mineral water, coffee, tea, sugar and toilet paper. We confirm that, as with all arrivals, a full welcome pack was available in the apartment on this occasion. It is unfair to expect new garden furniture when our garden furniture is functional, not broken, presented clean and ready to use and tallies with the photos which are included in our apartment listing. With regards to the imitation leather sofa bed, again this was presented in a clean and functional manner and we fail to understand why this point was brought up. Clients were understandably speaking their mother French language all the time and, although we do understand a little bit of French, we cannot communicate efficiently in French as we communicate in English, Italian or Maltese. We do get various French speaking clients with whom we manage to communicate well: this includes the clients who wrote the reviews of 12 July 2018 (“Tres bel appartement bien situe” – 5 star rating) and of 8 May 2018 (“Tres bien” – 4 star rating). In this case, it appears that there was some misunderstanding with regards to the actual check in time required by clients and the various check in options we could offer and in fact we were available for check in at the time agreed with clients.

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Très bel appartement bien situé”

Response from the manager Merci beaucoup!

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Tres bien”

“Excellent Apartment Excellent Location”

“Huge apartment, great location”