Avis THE BASTION ELVAS APARTMENTS

In fact, the guest called, and unfortunately, we couldn't answer immediately. However, we promptly returned the call in just 20 minutes to offer assistance. During the call, we offered help several times regarding the door issue. However, we were informed that they were already on their way to another location and did not intend to return to the accommodation.In the days leading up to the arrival date, we sent the SEF form for them to fill out, and they indicated they would check-in at 4:15 PM. We remained attentive to the phone until 6:00 PM without receiving any communication about a possible delay in the arrival time. Therefore, we consider that waiting for 20 minutes was not excessive, especially considering that they arrived after the scheduled time, at 7:40 PM, without informing us of any check-in delay. It is important to note that we had a record showing that the door system was functional. We were disappointed with this situation because as soon as we were able to respond, we promptly made ourselves available to resolve the issue, which unfortunately was not accepted.Unexpected events always happen; we always strive to be as courteous as possible with our guests, and we always expect the same from our guests, something that did not happen in this case.The team, THE BASTION ELVAS APARTMENTS