Avis La Magia 8+2 - Four Bedroom Villa, Sleeps 10

Dear Suzy Thank you for your feedback We are sorry about the misunderstanding regarding Francesco’s number, but Elena, which was the first number we gave you on the information details, was available and waiting for you at the property the day of your arrival. We are happy to read that you had a good experience dealing with her. Please consider that the check-in procedure requires a little bit of time because our properties do not have a reception available at all time, such as in hotels, therefore the check-in responsible wants to make sure to explain as much as possible about the property so that the guests may have all the necessary information. On this occasion they also make sure to inform you about the house rules. As per VRBO listing, in the “Important information” section : “Please note that cultural norms and guest policies may differ by country and by property; the policies listed are provided by the property” Nobody had ever signaled us a problem with the staircase before and this property has been present in our catalogue for years and it has been rented continuously. We thank you for your report and we assure you we will take it into account especially during our annual inspection of the property that Emma Villas organizes before the beginning of every season. Regarding the ants, the property is immersed in the Maremma Grossetana countryside, a partially wild environment where, especially in peak season, there are plenty of animals and the presence of a few insects is unfortunately unavoidable, despite all best efforts and treatments to keep them outside. They can be attracted by food or come out because of change in weather and it is not necessarily a sign of unsavory cleaning condition. On that note, we are sorry to read now about the “dirty counter and fixtures” and about the ants, which you did not report to our representative during their visit and we have therefore not had any possibility to verify and intervene onif necessary. The issues with the shower has been fixed in a timely manner. The power outrages was due to an overuse of electrical items at the same time which was explained to you and after that it did not happen again, to our knowledge. We kindly remind you that all our villas are self-catering. We usually suggest our guests to buy everything they may need (soaps, toilet paper, kitchen paper, salt, pepper, etc.), as it is not included in our contract with owners. Despte that, we have been told that the property provided you with more toilet paper following your requests. Finally, after careful consideration, our management deliberated that the issues you reported did not justify a refund as the property promptly acted on them, but in order to compensate you for some discomforts during your stay we offered you a voucher and we are very sorry you did not accept our offer for a resolution

Gentile Ruggero, grazie mille per aver recensito la proprietà prenotata. Siamo molto felici di sapere che La Magia abbia soddisfatto le sue aspettative e che il regalo fatto alla sua famiglia sia stato di gradimento. Speriamo di ospitarla di nuovo presto in una delle nostre ville. Restiamo a disposizione. Cordiali saluti. Emma Villas Staff

Dear Jessica, Thank you very much for your lovely feedback. We are extremely pleased to know that the villa lived up to your expectations and that you could enjoy your vacation fully. We are also happy that you found house equipment and amenities suitable to your needs as well as location of the villa as perfect starting point to visit places around. House staff is surely an added value and your kind comment repays them as well as Emma Villas staff of the hard work. We really look forward to have you as our guests again and remain at disposal to assist you with the organization of your next holiday in Italy Emma Villas staff