We are sorry to hear about the seemingly unpleasant occurrences! Unfortunately, we were not told about any of the things mentioned above, neither when we checked you in nor when we helped you in from the balcony. As a guest who has stayed in that very same apartment twice before, we are surprised to hear such comments, but we shall take all information relayed across to us into consideration and resolve all problems mentioned.
The balcony incident was indeed a problem, but that feature is installed for security reasons by the landlord. The feature was added as guests may occasionally forget to lock a balcony door in their relaxed holiday mindset, which may lead to a higher risk of an entry. The balcony door is, after all, an access into the building. We understand that there may have been confusion regarding that point, and have taken it into account. We are now installing signs on the balcony door as well as in in the house for future guests.
As for the event, we were reached at the hour of 9PM, which does not bother us at all! Quite the opposite, we are here to help! The reason for the bill is because the main door keys were left in its lock meaning that we could not unlock the door. As you were stranded on the balcony, so were we across the other side of the main door. We then had to call a specialist handy man at that late hour in the evening, who had no other option that to deconstruct the lock mechanism within the door in order to get past. The price that we had to hand over to you was the cost of the handyman. We recognise that it is unpleasant to receive a bill of that amount but that was regrettably the price of deconstructing and replacing the main door lock, as well as the time of the handyman at that late hour of the night.
Regarding the other issues stated, we were hoping that they would be mentioned to us during rather than after the stay. If a guest is not satisfied with the property any time after checking in, they should contact us and we will do anything in our ability to improve that. I’m sure communicating with us during would have made your experience more pleasant. As said previously, we are always here to help no matter what time of day.
Despite my understanding behaviour, I believe it is unfair to be blamed as being aggressive. There are over 200 reviews in which guests and I have gotten perfectly well, many of which regular customers. I hope we can look past this issue and resolve it as quick as posible.
We are glad you enjoyed the views of the Vilamoura Marina, it has so many attractions! We are located just next door, it is indeed a pleasant area,
Again, we apologise for the troubles and hope you could give us another chance,