Foto Vela Terraces Hotel

Risposta dalla struttura: Dear Mr. Neil, We understand your frustration, but we would like to clarify our side, as some of the information you mentioned was inaccurate. 1. All the reviews we earned came from our guests, who truly appreciated our team's efforts in giving them the best experience they could have. We also know that sometimes we can't meet everyone's expectations, but that doesn't mean you can invalidate other guests opinions just because of your experience. 2. You were also aware that the room you booked was a Standard Poolside Double, which is located on the highest level of the hotel. You were even informed that your room was on a higher level upon your arrival, and it is also stated on all booking platforms that our rooms are accessible by stairs only. 3. Our staff offered you a different room for a fee (because the category was different and it was located on the lower level), but you didn't take the offer because you wanted it for free. 4. We advised you to reach out to Agoda for your refund because your payment was still with them, but you didn't request any. 5. We apologized to you and even offered a solution, but you refused it. 6. During the time of your supposed stay with us, there was ongoing load shedding; that's why we informed you beforehand, but we have generator during brownouts. It was stated in the picture you posted here. Nevertheless, thank you for considering our place, and we wish you all the best. Regards, Marvin, Manager