Dear Dave F, Penrith ,
thank you for your previous review ( from your wife Fiona , July 8th - Fi1963, Castle Douglas, United Kingdom), of your family stay with us at Casa Suala for the week June 28th to July 5th 2018 which contained a couple of understandable grievances. I was extremely happy to hear that you enjoyed your stay, the views and all the facilities, in our beautiful apartment and home - despite the unusually hot European heat wave we experienced during your holiday (even Britain was not immune to the fierce heat!) which obviously put a great strain on water resources, which did indeed make the communal gardens look somewhat crisped, brown and scrubby.
I was however very upset to learn of your obvious distress at having to pay for items which were broken during your stay. I was of course quite disappointed to learn of the breakages, but thought €40 Euros a fair amount to to take from the damage deposit (which I have never before had to do) to help with replacement and repair costs.
I was also very saddened that you thought it necessary for a second review with more hurtful comments, and I now feel compelled to clarify your criticisms for any future guests.
Regarding the WiFi - we currently have installed a fairly reliable 3G Telefonica WiFi system (which in this beautiful and natural area is very rare), so I was surprised to hear that it was not functioning correctly during your stay.
As we did not experience any problems ourselves, and you did not mention the problem during your stay (which is a shame as a simple re-boot can usually sort out any glitches), we were totally unaware of any faults and so I sincerely apologise for any inconvenience caused .
The kitchen : As the apartment is totally self catering we do not provide guest meals and food but do however provide a courtesy welcome pack of, Cava, bottled water, teabags, instant coffee & creamer, coffee filters, salt & pepper, herbs, sugar, washing detergents, dishcloths, toilet rolls (one per bathroom), kitchen roll, hand soap, cleaning products & rubbish bags et al., all of which our guests usually appreciate.
We do of course provide all the necessary equipment in order to prepare meals and drinks along with our standard , but clean and modern, IKEA crockery for dining and, upon their arrival, I always encourage our guests to let me know if there are any items they might like in addition to those supplied and I am always very happy to provide them if requested (as you did for a hairdryer). I also make clear that am always available and willing to help with any problems or questions they may have as my main aim is to make sure that all my guests (many repeat) have the most enjoyable stay possible with us.
I was very particularly saddened by your review as, despite the mishaps that occurred during your stay, I thought you were a nice family and would have looked forward to seeing you all again.