Firstly, thank you for taking the time to compose and leave your review, I view all customer feedback as invaluable.
It is true that our prices for the period of the World Mobile Congress and higher than the rest of the calendar year. This is the same with all of the touristic services in Barcelona from apartments to hotels and even taxis. Whilst mentioning the topic of taxis, I’m pleased to hear that you appreciated the free services provided by us which, as you stated, relieves the hassle of having the arrange this on your own in a foreign city and at the risk of being “conned”.
Furthermore, it pleases us greatly to hear that you were content with the overall service with regards to the general correspondence concerned with your booking.
I would like to answer your comments regarding the overall cleanliness of apartment 4. I of course, fully take on board the points raised, however during the check-in process, no complaint was raised, nor at any time throughout your stay and thus, we were not in the position to resolve this. All of the issues that were raised such as the need for extra towels and bed sheets; were highlighted and responded to accordingly within an hour or less.
I would like to take this opportunity to once more assure you that all of our apartments are subject to a thorough clean in between clients and were surprised to hear that you found them in such conditions as stated.
Surrounding the gas leak in apartment 2; I’m sure you are in accordance with the fact that this is an incident that happened which is far beyond our control and would have been, to say the very least, dangerous to host clients in a property that smelled strongly of gas on the morning you were due to check-in. This having been said, we quickly adapted to the situation; notifying you as soon as was possible and latterly offering 2 alternative apartments. Once these alternatives had been rejected by your party; we were in absolute agreement that the full cost of this apartment would be refunded.
Finally, I understand that the client from apartment 1 wished to change to stay with her colleagues, however from the very start there was only ever to be 1 client alone staying in the property and thus we find it difficult to understand how we could be culpable and furthermore, obliged to give a full refund of this second property on top of the full refund agreed for the affected apartment of the gas leak. I would like to once more enforce the point that everything was done to accommodated you and your group and many benefits enjoyed; such as the complementary 5 taxi services (and 2 extra) covered by us, plus 3 extra nights at an even further discounted price (aside from the original nights booked) in apartment 5 and a free night in apartment 4.
Whilst once again, I would like to state that we appreciate you leaving a review in this manner; as a matter of courtesy we did try to meet face to face whilst you were still in Barcelona to discuss the matters at hand, especially those concerning finance however when we arrived to meet you were unavailable an thus we were left with just email communication from therein which we view as rather impersonal, especially regarding such issues as those at hand.