Avis Gracia terrace & elevator charming

Dear Elisabeth, Thank you for sharing your feedback regarding your recent stay at our apartment. We sincerely apologize for any discrepancies between the photos and the actual condition of the apartment. We strive to provide accurate representations of our property, and we regret any disappointment this may have caused. We take your concerns about the furniture, beds, and mattress stains, as well as the condition of the curtains, kitchen, bathroom, and fridge, very seriously. We have immediately initiated a thorough inspection and renovation process to address these issues and ensure that our apartment meets the highest standards of cleanliness and comfort for our guests. Regarding the lack of assistance from VRBO in resolving the issue, we understand your frustration and are sorry for any inconvenience caused. We will communicate your feedback to them to ensure better support for our guests in similar situations in the future. We apologize for any inconvenience caused by the option provided for reimbursement, especially considering the challenges of finding alternative accommodation last minute, particularly with children. We will review our policies and procedures to ensure a more satisfactory resolution process for our guests in similar circumstances going forward. Once again, we sincerely apologize for the shortcomings during your stay. We hope to have the opportunity to regain your trust and welcome you back for a much-improved experience in the future. Warm regards, patricia