“Good weather, peaceful holiday, water supply a problem at Villa Verde Resport.”

“Misrepresented”

Response from the owner Dear Guest, I would like to start by apologising for the inconvenience caused to you on your holiday, from our very first communication I did inform you that our pool was out of use and gave you every opportunity to cancel, but you informed me on two occasions this would not be a problem. The pools are communal and we do not have any control over the up keep and maintenance of them, there was 8 other pools open the dates you traveled. There was a problem with the sofa, it was only cosmetic and did not effect the function or comfort, which again I informed you about as soon as I heard from my property manager, I also sent pictures before your stay, and once again I gave you an opportunity to cancel but again you informed me this would not be a problem (The sofa was taken away the day after your stay and was completely recovered and back in the apartment one week later) Vila Verde can be quite, thats what not only our guests but other holiday makers and other rentals like about it, we believe we have in no way misrepresented our apartment, and do our upmost to give our guests as much information about the apartment and the island as possible, which is sent to all guests that book, and also inform guests as soon as possible about any changes. I also pre-arranged a taxi as requested by you, to pick up your group and take you directly to your apartment, which is a service we offer for all our guests. The taxi driver (who was still waiting for you at the airport), will take you to meet our property manager who will show you to the apartment, the amenities and facilities and give you the keys. We have found this to be the best way as Vila Verde has some 1400 units, unfortunately you decided to hale your own taxi, so that driver had no idea were our apartment was on the resort. We received your email and immediately contacted our managers who promptly met you at reception and took you to the apartment. You did inform me that you would not be staying for the last five days, we thought it only right as you were not happy, to reimburse you, and made a bank transfer for the five days you would not be staying, the day you checked out on the 4th April. Again I am sorry for the unfortunate circumstances you encountered, we believe we offer fantastic value for money, and the property and facilities on offer are in no way misrepresented, we thank you for your feedback, take it onboard, and will try to improve on your comments.

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

“Clean, welcoming apartment”

“Relaxing break”

“Ideal for a winter break.......!”

“Perfect destination for winter sun”

“The best holiday of a life time”

“Misleading advert - Appauling”

Response from the owner I am very sorry and sad to hear about this complaint, with regards to this complaint I would like to add my side of the story as we feel this is extremely unfair and not a true representation of our apartment. We always pay for a deep clean of the apartment before and after each guest, which is carried out by the management team, they also check all of the facilities ready for guests to arrive, they also clean and check everything when they check out. The management company at Cape Verde reported no issues with the apartment, (I must point out that there are many management companies in cape Verde, not all are great, we are very happy with our management company and the guest should not speculate about other owners and there management teams). We were contacted by the guest on Christmas Eve 24th December the day he checked in. He phoned informing us that there was a problem with ONE of the toilets not flushing. After speaking to him I asked if there was water to the other bathroom and the kitchen, he informed me there was water to the rest of the apartment, it was just one toilet. I informed him that there was an isolation valve to the toilet and to check if this was turned on. We also immediately phoned, Skyped, and emailed the relevant people of the management team to send maintenance to the apartment to check, and to make sure that the problem was sorted as quickly and efficiently as possible. We had a call from our management company and an email first thing on the 25th Dec, Christmas Day morning telling us that maintenance had been into the apartment and resolved the issue with the bathroom. I then texted and email the guest to let him know that the management team had been in touch, and to immediately let us know if he had any other issues, and to get back in touch with us ASAP. We did not hear anything back from the guest until his return to the UK, when ONE issue turned into many, from all of the bathrooms not having any water, DVD player not working (which it is, someone had taken the plug adapter out of the back of the TV/DVD player and moved it to another room, again the management team sorted this out for him). The guest had other issues with the pool, when all guests book with us we try to give as much help and advice as possible, we send all guests a booking form with terms and conditions, which we inform them they should read and sign and return a copy to us, we also send each guest, some helpful hints and tips for visitors. Within the information we inform people that the pool is communal which the resort manage and is out of our control, there are 14 adults and 14 children’s pools on Vila Verde, from time to time some of these are closed due to either maintenance or lack of people being there (low season) but reception inform all guests which pools are open, if for some reason a pool is closed. The guest was also complaining about having no internet, before he left I emailed him to let him know that the internet was not free, and not a service in the apartment but a facility that reception offer which you have to pay them for, if you look at all of the listings on holidayletting site for Vila Verde they all state internet access, we never lead the guest into thinking there was internet access in the apartment, also in the hints and tips for first timers to Cape Verde I sent him, there was information letting him know the bars and Restaurants that offer free Wi-Fi. He was also complaining about not having a tumble dryer in the apartment as stated. There is a dryer but it is a clothes horse free standing dryer and after speaking to holidaylettings they told me that they have had issues with other listings on there site in the past, as there is no option for this type of dryer on the holidaylettings web site. I feel that the guest did not like Cape Verde as it is not for everyone it can be like stepping back 20 years, and has very few of the modern creature comforts we are used to in the western world at the moment, as it is still a developing island. I believe he has now grossly inflated the problems. I believe we have fulfilled all of our obligations and still believe that we have a beautifully appointed apartment and have in no way lied or mislead any of the information on your site. Internet access (paid option from reception) but no WI-FI in apartment + list of free WI-FI hot spots. FACT Clothes dryer in form of free standing clothes horse, but no TUMBLE DRYER. FACT No broken toilet. FACT Closest beach Tortuga 630 meters, Santa Maria 2.49 kilometers. FACT Ponta preta, 2 kilometers by the rui, kite beach, for kite surfing 2.5 kilometers FACT Please do not be put off by this review, Many thanks.

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