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“Boende Lagos”
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Review of Villa Albardeira

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Very good
15 reviews
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Overview
Villa -
3 Bedrooms, 2 Bathrooms, Sleeps 6
Lagos, Faro District, Algarve

Reviews from our community

Very good - based on 15 reviews
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Reviews from our community

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rockyLanc...
Lancashire
Level 6 Contributor
98 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 75 helpful votes
“Lovely villa - but lots of rules and regulaions - booking error cut holiday short”
Reviewed 2 August 2015 for a stay in July 2015
3
people found this review helpful

Villa Albadeira is a lovely villa however ….. the owner likes to visit the property twice a day to feed two wild cats that she looks after. The wild cats also like to visit you on the roof and through the kitchen window. They also drink the pool water!

The hot water tank exploded whilst we were staying there leaving us with no hot water. When we informed the owner of this instead of coming to the front door, she ran into the villa dashing though the bedroom French window, whilst I was in my underwear and she tripped the electricity!!

The owner also leaves notes or verbally complains about the following;

- No leaving the air conditioning on
- No leaving outside lights on
- You must use hot plates in kitchen
- You must open window after a shower
- Do not leave cushions on deckchairs at night

There is no cleaning during the stay. Towels were strategically placed on the bed and when the owner visited at 6 pm to deliver towels and my daughter was about to shower, I had to stop my daughter so that the owner could change the towels!!

There is a bin/waste recycle opposite the villa that appears to be emptied almost every morning. We could hear bottles being crashed around and woken at about 7 am. There is also a sprinkler system in the garden that also goes off right outside the bedroom window at about 6.30/7 am. If that doesn't wake you up the bins will!

We were also told to leave one day early during our stay due to an error by her property rental agent Prime Algarve Rentals with no alternative accommodation found by them and no apology for the distress and inconvenience caused by the boiler blowing up or being thrown out of our accommodation due to a mix up on their part. We had booked 10 nights accommodation and stated inclusive in the e-mails and paid a deposit for 10 nights. However they only booked us in for 9 nights! I showed the villa owner this e-mail and she told me that the new guests would have to stay in a hotel. Yet Prime Algarve Rentals and the owner, the following day told us we would have to leave!!

We were told by the villa owner that the new arrivals were regular visitors to the villa. She seemed very concerned about the inconvenience to them but not at all to us!

Travelling group: Extended Family
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
12 Sep 2015
It is exceedingly upsetting for myself as the agent for this villa – and the owners themselves – to read this review. First, because neither of us like unhappy guests – for any reason even if not of our making as is the case here – as we go beyond the call of duty to achieve satisfaction (as you will see below). Second, and probably more importantly, the reviewer has not reported the circumstances of her holiday with accuracy.
Dealing first with the claim that they had ‘booked 10 nights’ accommodation’ and ‘paid a deposit for 10 nights’.

This is certainly inaccurate. They booked nine nights’ accommodation and paid a deposit and balance for nine nights.

A confusion about the dates came up during the course of their stay. They contacted the owner who manages the property who immediately contacted me. I went through the paperwork immediately and sent an email outlining the booking process, confirmations and even my query to them on their dates in the early stages attaching the appropriate evidence that the mistake was not made by myself. I explained that if I could offer them the extra night they were seeking – but had not paid for – I would but could not as other people were arriving on that day and I could not put at risk their holiday for a mistake that was made by the booking client not by myself or my company.

I also telephoned them and left messages to ensure that they received the emails (as not everyone checks their mails on holiday)

I would not normally publish correspondence between myself and a client but in order to put the record straight I include below the email the last email that I sent them. I did not receive an acknowledgement of this nor did they take up my offer of discussing on the phone the situation further and going through the correspondence so they could see how we ended up in what was a very stressful situation for everyone involved.
______________________________________
Dear xxx
I have just sent you an email. Relating to the one below I am afraid I have to disagree with the fact that your 'request, related to 10 nights as all the contractural documentation is clear that you were booked up to 26 July (nine nights) I am going to have to be brief in case the internet goes down again but I will try and explain again
1. Your booking form came in for the date 27th July
2. Your payment came in with the date of 26th July
3. I had already emailed you previously to say that the villa was only up available up until 26 July
4. Given 3. Above and the discrepancy between your booking form and the date referenced on your payment of deposit I queried the dates with you. You came back and confirmed 26th. See email sent separately yesterday
5. I then confirmed the booking back to you with the date of the 26th in the heading and referenced that date heading in the body of the email
6. I also confirmed the financial elements which related to a nine night stay price (you had previously had the weekly cost and the price on your account and the price paid reflected pro rata that rate for nine nights
7. The date of your stay ie up to 26 July was in every single email that I sent (until this week when I do not have access to my auto email and booking system)
8. Even in the email sent last night from your husband referred to the last date being the 26th which relates to what I am holding for you, the last date being the date of departure not the day before departure.
I have scratched my head as to why you thought you were leaving on 27th given all the contractural documentation and payment was communicated relating to the 26th as confirmed in your response when I queried the dates in the email I sent separately to you yesterday
If you had booked a hotel or a holiday anywhere else either in person or the internet the situation would be the same ie the 'from to' dates relate to day of arrival and day of departure. In 10 years of running my business I have never had the situation where a guest thinks that the date in the documentation relates to the last night so I really do not know why this is the case in this instance
Despite this situation not being one of error this end, and the fact that your damage deposit was paid in sterling and therefore held in the UK not in euros in Portugal, I have made a transfer to Lisa so she has the funds to return your deposit on the 26th assuming all is ok with the villa
I am very sorry that you feel aggrieved but I hope you can now see from the above that the contractural documentation and associated payment all relates to the 26th being the date of departure
As I said in my email an hour or so ago, I am happy to go through this when I return with you again on the phone and with each bit of documentation associated with each comment but I think you already have most of it from what I was able to send you yesterday. However if you would like to do that then let me know
Equally if I could offer you the extra night I would but I cannot as people are arriving on 26th (which is why I sent the email before you booked stating that the villa was only available up to the 26th)
I hope the above clarifies
With best wishes
____________________________________
What the reviewer has also failed to mention is that despite the error being one of their own making both I and the owner did everything to facilitate as smooth a departure as possible as we all felt bad for the family despite the circumstances.

I researched what was available locally and sent this to them so that they didn’t have to waste time looking for the very little accommodation that was available for their one night. As they couldn’t get into their new accommodation until 3 pm, the owners extended the check out time at the villa which put them (the owners) under intense pressure to get the villa properly ready for the next guests. The owner gave them a lift to Boavista, where they chose to stay so they did not have any issue or costs with taxis. He also took them between club house and reception and the property they had booked to make it easier for them with their luggage. And at their request, and whilst under no obligation as villas are normally properly checked prior to return which wasn’t possible in this case, their damage deposit was returned to them on departure in euros so they were not short of money on the last day (as they had paid in sterling I had to pay them in euros out of a personal account)

In terms of the other points they mention many of these also need clarification. I would also add that with the exception of the boiler (which did not ‘explode’ as stated) none of the other issues they mention in this review were highlighted to either myself or the owner/property manager during or after their stay. They are also issues that have never been mentioned by guests before or after them (see at the end of guests’ comments about their stay in the villa before and after the reviewer’s stay)

Cats. Two cats did indeed turn up OUTSIDE the villa during the guests previous to the reviewer. The owner had tried to catch them to remove them somewhere else but could not. As they were in a bad way health wise, she did start to feed them. Anyone with compassion would understand this. As they got used to being fed they did become more amenable to humans and it was the children of this reviewer that encouraged them inside the gates and onto to the terraces around the pool.

Boiler. To me, an ‘exploding boiler’ is one which makes a lot of noise, a lot of mess and has implications of safety issues. This was certainly not the case. Rather the boiler sprung a small leak. The owner was called at 7 pm on a Saturday evening and went straight to the villa as requested. She knocked on the front door (she does not keep a front door (only a side door key for emergencies) key when guests are in the villa to ensure they feel secure they will have no surprise visits) and was let in to the house. She went directly to the basement (she did not need to go through the bedroom as stated by the reviewer although she has confirmed that a member of the family was wandering around the house in their knickers despite having let the owner in) and switched the boiler off. Despite the boiler being under warranty, and therefore should have been repaired by an authorised person, as it would take too long to get the appropriate plumber in, the owner did an 80 km round trip to Leroy Merlin and purchased a new boiler. He arrived back at 11 pm to the villa with the new boiler, and it was fitted and working by 9.30 am the following morning. At no time was electricity lost during this process as indicated and there was water (albeit not hot) throughout the house during this time.

Air conditioning. The owner and I are baffled by this comment as all of the aircon units have movement sensors on them so automatically turn off if there is no movement for a while. There are certainly no notes around the villa as stated relating to airconditioning and turning them off as stated by the reviewer although there is, as guests would expect, an information book in the villa.

Hot plate racks / outside lights / bathroom window. Villa Albardeira is unusual as it has a personal meet and greet service for guests rather than the more usual – and impersonal – key box arrangement. This is because the owners wish guests to settle in as quickly as possible, know where everything is and to answer any questions on the villa, what to do locally, where to go etc. As part of this introduction to the villa, they do point out what would normally be perceived as common sense issues such as not putting hot pans directly on to the worktop (often when I go away I am unsure whether I can do this as it is difficult nowadays to distinguish between real granite, where you can, and other materials where you cannot), and a suggestion to leave windows open after showering in order to get a flow of air through to dry towels in the bathrooms (not everyone who visits a hot and humid country know this). The reviewer has unfortunately decided to turn what is a benefit for guests to have a personal meet and greet service into a negative situation and without context.

Sun bed mattresses. It is definitely true that it is recommended to guests (during the introduction and in the welcome information pack) that sun bed mattresses are taken in along with any towels at night. The reason being is that the sprinkler systems operate in the gardens (see below) and to leave them out overnight would mean both mattresses and towels would be wet. Again, this is a piece of advice given so that people are not disappointed on day one to get up and find their pool towels are soaking. And it is advice – not an instruction. If people want to find their pool towels and mattresses soaking wet in the morning then that is of course their choice.

Towel change. It is not true that there was not a clean during the villa. The clean and the towel change was done at 5 pm when there was no one in the villa. I therefore do not understand how this could have interrupted anyone’s shower. Equally both the owner and I are baffled by the comment ‘strategic placement of towels’. Clean towels are indeed placed on beds in a neat and orderly fashion but I am very unclear about how that could be perceived as a negative.

Bin waste collection. Portugal is a hot country and all general waste bins are emptied every day. There are also recycling bins for things like plastic, paper, and bottles. These recycle bins are emptied once every 2 weeks. The owner lives in the house during the winter and early/late summer and never once has she heard crashing bottles in 10 years. Neither have any other guests at the villa – as is the case for the other issues the reviewer has raised – made any comment or complaint about this. Indeed, one recent comment from a happy client at the villa related to how impressed they were that the bins were emptied so often (apparently in their villa last year in a different area the bins were only emptied once a week and the stench was apparently unbearable in that location).
Sprinklers. Villa Albardeira has beautiful gardens. Gardens are only kept beautiful by regular watering. When Villa Albardeira started to be rented last year, the owners put in a sprinkler system to avoid a gardener having to go every day to do that. They come on at 7.30 am for four minutes and at 10 pm for a further four minutes. The house has good quality double glazing so I am surprised that their sound could be heard. Selecting a time for sprinklers is always difficult – the middle of the day is not a good time for watering in sunny and hot conditions and guests could then also complain of their personal items getting wet, later in the morning might interfere with people’s breakfasts and earlier at night could impact them during their sundowner or dining activities.
This is a very long response and I doubt many people will get to the end of it. However in the circumstances I felt it necessary to provide a full and detailed one.

I am a great fan of Trip Advisor and use it constantly for my own activities and my understanding of the site is that reviews are meant to be fair and balanced with the focus on helping future clients or customers make informed choices. This review does not, in my view, meet that criteria and given the statements about having booked and paid for 10 days and receiving only nine puts a slur on my and my business’ reputation which, after almost 10 years of faultless operations with clients and owners, I will be referring this review to Trip Advisor based on its inaccuracies and negative impact it could have on both my own, my business’ and the owners’ reputation.

Never having been in this situation before, I do not know what if any action Trip Advisor take in such a situation but if required I will happily provide them with the complete email trail with the clients, the booking contract and so on so that if they do have an arbitration service they can take the appropriate action.

Finally, it is worthwhile including recent clients’ comments on the villa to provide balance. Villa Albardeira is a very recent addition to the rental market and does not yet have any other reviews other than this one – it is still not the norm (for even regular reviewers like myself) to make a review of a villa in the way it is for hotels and restaurants.

Unfortunately, Trip Advisor does not allow a provider of services such as myself to contact people to ask them to make a review so I cannot go back to other guests and ask them to confirm via Trip Advisor how they found the villa. As such, for information, I include the feedback from other guests in 2015.

1 June: We had a lovely stay at villa albaderia, now home and back to work.
8 June: I have recommended your Villa to a colleague XXXXXX who is looking for something in October for Golf with some other guys.
15 June: Thank you it was a fabulous villa and great for our toddler.
7 July: Yes the villa was perfect and we all had a lovely time thank you.
26 July: The stay at Villa Albardeira was lovely thanks. (This was the family directly after the reviewer and have rebooked for next year already. No issues with aircon, sprinklers cats, rubbish, or any of the other items mentioned)
6 August: We had a great time and the villa and surrounding area was perfect for us. We would like to consider booking this villa next August and wondered what dates are available?
13 August: The holiday was very relaxing thanks.
20 August: Thank-you for your email. We had a great holiday and could have done with a second week. Villa Alberdeira is a fabulous place to stay and the Grand-children especially enjoyed the large swining pool.
27 August: It was absolutely amazing thank you very much Caroline!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
hanssverr...
Varberg Municipality, Sweden
1 review
Reviewed 3 December 2017 for a stay in November 2017
Google Translation

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
A TripAdvisor Member
1 review
Reviewed 7 October 2017 for a stay in September 2017
Google Translation

Would you recommend this hotel to a friend?   Yes.
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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