Dear Aljawhra Alotaibi,
Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience at the villa did not meet your expectations. Guest satisfaction is extremely important to us, and it’s disappointing to learn that your stay was not as comfortable and enjoyable as we strive to provide.
Cleanliness and maintenance are priorities we take seriously, and we regret that you felt the condition of the villa fell short during your visit. While this is not typical of the standard we aim to uphold, we understand how frustrating it must have been to encounter issues after a long journey.
We also regret if there was any delay or miscommunication in addressing your concerns during your stay. Our team always does its best to respond promptly, and we are genuinely sorry if this was not reflected in your experience. Your comments have been shared with our cleaning and maintenance teams so that we can investigate and ensure such concerns are properly addressed going forward.
Regarding the communication, we would like to clarify that your message was received and promptly passed on by Esra, who was temporarily unavailable due to a minor medical procedure. In her absence, our after-sales team leader, Kerem, took over the matter and arranged for a cleaner to visit the villa in response to your concerns. Following this visit, we did not receive any further communication from you during the remainder of your stay, which lasted another week. The next message we received was after your departure, when these additional concerns were raised.
We always encourage guests to keep us informed throughout their stay so we can take immediate steps to make things right. We regret that we did not have the opportunity to continue supporting you during your time at the property.
We appreciate your feedback, even when it is difficult to hear, and we will take it into account as we continue working to improve. We remain committed to delivering a comfortable and positive experience for every guest.
Warm regards
Eva Villa Rentals