Avis In the heart of the Old Village, 5 minutes to the beach

Thank you for your review, however I don't speak French fluently enough to understand everything you have said. We are really sorry that this happened, but it was not our fault. Basically what the guests (who are English, but live in France) are saying is that they didn't get what they booked. This is absolutely true. They booked through the French branch of Vrbo, which we were not even aware we were advertised on. The details for the property on the other site were of our house that we rented out 6 years ago. Obviously when we changed it to the apartment the Vrbo system or Home Away at the time didn't update the French system, so the guests thought they were getting a 4 bedroom, 4 bathroom house for £800 for a week at Christmas. And we couldn't make a whole new listing because the door number was the same. The photos on the French website were correct, so it did clearly show only 3 bedrooms and 2 bathrooms (no en suites) and the kitchen doesn't have 3 ovens or an island. We cannot even login into the French system, so were unable to change the details on the day when Vrbo asked us to and it wouldn't automatically translate. When the guests arrived and shouted the problems at us both at the same time I phoned Vrbo straight away and they said to get the guest to contact them to arrange to stay somewhere else. Quite frankly I would rather they had, because we don't want unhappy guests, especially when we can't make the property what it is not. I then messaged the guests before 6am the next morning, as we had to go to work, that they could contact Vrbo and move to alternate accommodation. They said they didn't want to. They came into our shop very jolly and said they were emotional when we saw them. There were 4 of them, so would still fit in the 3 bedrooms and what we had done to the apartment was really nice. 4 days later I had an email from Vrbo saying that the guests had left after 1 night, they weren't happy and wanted a refund. They hadn't because I had just seen them going out for a walk. No one at Vrbo had done anything about the 'technical issue' and nothing had been recorded, despite there being messages to and from the guests on their system and an email from me to Vrbo as well as a 45 minute phone call. It then took another week for the French system to be corrected. Vrbo wanted me to translate it to French! In the end I think they copied and pasted it and I still don't have any login ability. The guests stayed for the whole week and Vrbo decided that they shouldn't get a refund. We were never asked and I have not heard from the guests since. I completely understand that they were disappointed, but surely must have thought it strange that the photos didn't match the number of rooms or any description of the rooms and the price was extremely cheap. The description was also 2 different things. The first part said 4 bedroom 4 bathroom, then straight underneath said 3 bedroom 2 bathroom. We truly care about making sure guests know what they are booking. We point out the head height and anything we think might be inconvenient or unsuitable for people. And we gave these guests an opportunity to go elsewhere. If they had then we wouldn't have been paid. This does explain however why this is the first booking we ever had from the French version of the site.

Hi Ian, Thank you for your review. The apartment was renovated 2 years ago. The carpets are still looking brand new and the decor is still fresh. There are a couple of areas which at the end of this season have needed touching up - the lounge ceiling from a leaked fridge upstairs and some areas around the outside of the shower room. The apartment is in the lower ground floor (garden floor) which is partly underground where the kitchen and 1 wall of the 3rd bedroom. It does not smell of damp. It is a Victorian flat and if you're not used to that it may seem different. The outside furniture definitely needs cleaning and tidying. It has rained constantly this summer. There have been very few dry days. You messaged us before your arrival to ask about the previous reviews, as you were paying over £1000. We informed you about the dehumidifier. It is common courtesy that we ask you to look after the property while you are in it, so yes you had to empty clean water out of the dehumidifier. Also, you had booked a 3 bedroom flat, which sleeps 6 people. It is your choice to book through an agent and rent a much larger property than you needed. It is available in other ways. Which is probably next year where we will offer the cheaper ferries, not through here and free hampers. If more people investigated further before booking we all wouldn't be paying these high fees. But at least you didn't say it wasn't clean.

Hi Jo, We always appreciate feedback. We are always at the end of the phone and at the front door of the house for our guests to speak to us when they are actually in the apartment. We are experiencing a very wet and very humid summer. We do ask that our guests to let some air into the flat when they are here, as many bodies in a sealed unit create moisture. The dehumidifier is there for that reason, but I would find it very unlikely that it would need emptying every single day. It is a Victorian building, that shouldn't have been double glazed, they weren't meant for it. I'm unsure how the bedding was damp for the first 2 nights, but not after that. The weather or the humidity didn't improve, whilst you were here. If it was damp it wouldn't have dried out. We understand completely that bad weather on holiday means that people cannot enjoy the outside space and the BBQ, therefore it seems limiting. The windows are cleaned regularly, however it's been raining and we live near the sea. Sand, salt, rain. There are some patches on the lounge ceiling due to our own fridge in our kitchen leaking, which we had to replace, however this has been during the summer season, when there is not enough time to get into the flat to repair it without cancelling someone's holiday. The decor is exactly the same as the pictures in the description. I wish we could stop the rain and the humidity. It wasn't like this in the Victorian times when the house was built. We are doing our best and have many happy returning guests, but obviously you will not be one of them.