酒店回复: Dear Guest,Thank you for taking the time to share your feedback.We regret to hear that your experience did not meet your expectations. However, we would like to clarify several points in your review to ensure future guests receive accurate information.Firstly, Vitors Village is not advertised as a resort. We are a 4-star tourist complex with apartment-style accommodations, and this is clearly stated on all our official channels and booking platforms. Many of our guests describe our property as relaxing and peaceful, with a resort-like feel due to the spacious layout and garden surroundings—but we never present ourselves as offering full resort services.Regarding poolside services and towels, we do not offer food or drink service at the pool, and we do not provide pool towels and we do not advertise that we do. Most guests inquire in advance about these details. For hygiene reasons, room towels are not to be used at the pool. This is a standard practice across most hospitality establishments.As per our established service standards and confirmed by all booking agencies, towels are replaced every two days and bed linen is changed twice a week. This approach ensures comfort while also promoting environmentally responsible practices. We are transparent about this and strive to balance guest satisfaction with sustainable operations.In terms of housekeeping, we acknowledge that a scheduled cleaning was initially missed. Once you informed reception, our team acted promptly to resolve the issue, including addressing the presence of ants in your apartment. Please note that occasional ant presence is not uncommon in summer, particularly in southern climates, and we have regular pest control measures in place.As for your interaction with our team, we spoke with Eduardo—who you complimented—and confirmed that he was the only staff member you engaged with. No other team member was involved, and no unprofessional behavior was reported. We take such allegations seriously, and while we regret that you felt unwelcome, we have found no evidence of rudeness or disregard.Finally, regarding your booking through a third-party agency: all booking conditions, including cleaning frequency and services provided, were communicated in advance. Our team explained this both to you and to your agent, and at no point did we refuse communication or act unprofessionally.We are truly sorry that your visit did not reflect the experience that the vast majority of our guests enjoy and praise us for. Nonetheless, we respect your opinion and will continue working to provide honest, attentive service in a welcoming environment.Kind regards,

酒店回复: Dear Guest,Thank you for sharing your feedback on your recent stay at Vitors Village. We appreciate the opportunity to address your concerns and clarify any misunderstandings.Our property indeed offers a variety of room types, ranging from standard bedrooms to spacious apartments and suites, spread across two buildings with only two stories each. It's important to note that we clearly state on our booking platforms that our property does not have elevators. We aim to manage expectations by providing this information upfront to ensure guests are aware of our layout.Regarding your comment about the beds, when a preference for a king or twin bed is not specified at the time of booking, it may happen that guests receive a configuration different from what they expected. We always encourage our guests to communicate their preferences in advance so we can accommodate their needs to the best of our ability.We apologize if the room size or lighting did not meet your expectations. We strive to provide a comfortable and pleasant environment for all our guests and appreciate your feedback as it helps us improve.Lastly, we are glad to hear that you appreciated our shuttle service to town. Thank you for choosing Vitors Village, and we hope to have the chance to welcome you back for a more satisfying stay in the future.Kind regards,

酒店回复: Dear Patrick,Thank you for taking the time to share your feedback with us following your stay at Vitors Village. We are pleased to hear that our hotel met your expectations and that you enjoyed the tranquillity of our location, as well as the beauty of our complex.We are glad that you found our parking facilities convenient and appreciated the proximity to various dining options. It's wonderful to know that you enjoyed dining at our restaurant and found our breakfast buffet to be rich and varied.Thank you once again for your review. We hope to have the opportunity to welcome you back to Vitors Village for an even greater stay in the future.Kind regards,

酒店回复: Dear Guest,Thank you for taking the time to share your feedback regarding your stay at Vitors Village. We are pleased to hear that you found our property in good condition.We would like to clarify a few points regarding your comments. Vitors Village is generally recognized for providing a relaxing environment, even at full occupancy. Thanks to the layout of our property and the type of guests we host, this tranquil atmosphere is usually maintained, and we are therefore unsure what led to the comment in your statement.Regarding your experience with the credit card, please note that your reservation was made via the ******* platform. Any issues during the booking process on that platform are handled directly by *******. On our website, both credit and debit cards are fully accepted without issues. At check-in, as your reservation was paid in full via *******, no further payment was required. For any future bookings, we also accept both credit and debit cards directly at our property.We appreciate your feedback as it helps us continue to improve. We hope to have the opportunity to welcome you back to Vitors Village in the future, so you can fully enjoy the relaxing environment we strive to offer.Kind regards,