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Review of Villa Ceraso 6

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Villa -
3 Bedrooms, 2 Bathrooms, Sleeps 6
Piegaro, Province of Perugia, Umbria

Reviews from our community

Average - based on 1 review
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Reviews from our community

Ormskirk, United Kingdom
Level 4 Contributor
35 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Excellent villa spoiled by omissions”
Reviewed August 31, 2017 for a stay in July 2017

Potentially this is a fabulous place to stay and we still (despite the few, but critical, issues below) enjoyed our stay. First of all, the communication and administration by Emma's Villas was extremely efficient and professional. The villa was attractive, comfortable, quirky (in a good way) and had an excellent pool. The only problem was that there was no high chair or fans in the bedroom (both of these were stated as being provided in the documentation, and the former on the actual website - which informed our choice). We tried to report the problem via email and phone but couldn't do so due to a poor connections - this meant that we couldn't claim anything back - I'd accepted this even though I did contact the person assigned to us (who was lovely but couldn't actually help). We have been promised money off our next holiday if we book again (not very likely until we have an update) and for another department to investigate but, a month later, we have not heard anything - disappointing after the typically efficient and polite initial response to my compliant. No fans when the temperature was 45 degrees is unacceptable, especially when promised. My main issue was the mismatch between what was in the website/documents and the reality.

Would you recommend this hotel to a friend?   No.
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management Response
Sep 19, 2017
Dear Mr Pickett, thank you for your feedback. We are sorry that there have been problems during your stay at the villa also because we have customer service department made of 4 colleagues, available 7/7 and ready to assist clients in case of need, therefore Emma Villas could have had the possibility to promptly intervene if you would had informed us during your stay.
There is also our representative of the area, her name is Magdalena, who have checked the villa prior the arrival who is always at disposal in case of need. For this reason, since the absence of the high chair and fans were inconveniences easily resolvable. We think that there might have been a misunderstanding with the owner since, as you know, these items are listed on our website.
We perfectly understand the issues occurred at the villa and, as anticipated, we will take them into consideration if you’re planning to arrange your next vacation in Italy, since we don’t want our guests to be dissatisfied either with the property or with Emma Villas. The reason we still did not send you more information about it is that, as per our General Booking Terms and Conditions, all comments or complaints are being assessed after the holiday season. We will be pleased to have you as our guest again and prove our agency to be trustful and fully reliable. Thank you for your cooperation. Emma Villas Staff.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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