Deer Saphrie, It was a pleasure having you and your family as guess, just to clarify a few issues, our Villa Europa was your home for the days you stay, so you were expected to treat it with respect and to leave it in orderly condition, keeping in mind that this is an individual’s home not a playground, so even went there is a cleaning fee charged, (braking the Hot Tub flouting filter, messing the carpet and damaging 2 white bed comforters and sheets with red stain and leaving cigarette butts in the front lawn, it was never part of the deal) the extra money charged to you, was considering to cover just part of the cost of bringing the house back to its immaculate condition for our next guess, my family and I have agree to hold you responsible for only part of the cost because we do understand how challenging can it be to watch after the whole family behavior (specially the kids) during vacation.
In any case we do really appreciate your comments and suggestions as it help us to improve our service, so in regards to;
The Hot Tub charges: the hot tub is an additional service and it is subject to additional charge; all of our services fees are clearly disclosed in our listing and the rules of the house however we pre-arrange with you a half price in as a courtesy, therefore it should not be a surprise to you.
Not leaving extra garbage bags in the kitchen: our house keeper took responsibility for running out of bags and did take care of it between 20 minutes right after you notified us. (your text reply does acknowledge that)
Hand Soup, Conditioner and Shampoo: We do provide one set per each bathroom, plus there are always plenty of extra sets, saved in a container at the laundry area; in any event the minute you ran out of all of it, would have been the best time to give us the opportunity to serve you with more hygiene products or any other everyday essentials you might needed.
Hoping this experience had help us both grow, we thank you, ones again, for stain at our house and our doors will remain open for you any time!