Response:
Thank you so much for your review and repeat custom. Looking forward to welcoming you again next year.

Response:
Being also a consumer, I believe that it is a consumer's right to complain about a service or product as long as the consumer is being completely sincere and honest about the said service or product. The reviewer, Paul Newman or his Maltese wife Georgina, omitted to mention that the transfer service was offered on a complimentary basis owing to the length of their stay. Although Paul ( the driver ) erroneously charged them Euro 30 for the trip to Mellieha, the said sum was refunded even though the review made no mention that the charge was actually refunded.

In fact, on the following morning of their arrival ( Friday 17th August ), I was notified by the driver about the charge and I immediately took the initiative to phone the Newman's to inform them that this was a mistake on the part of the driver. The money was refunded within a few days of their arrival - this was not mentioned in the reviewer's complaint. The reviewer in his complaint states that he "phoned the letting agent". This is also misleading on two counts. Firstly, we are the owners of the apartment and not letting agents ( and the Newman's are well aware of this ). Secondly, it was the undersigned who took the initiative to phone. In fact, I spoke to Georgina ( who informed me that her husband Paul was unavailable as he was in the shower ). I informed her that the taxi charge was a genuine mistake on the part of the driver and Georgina then complained that there was no bottled water in the apartment. I explained that the apartment is self catering ( the arrival was only at 4.00pm and there was ample time to buy some groceries).

In our brief conversation, no mention was made about the 'mould' around the rubber of the fridge and although I cannot really comment on this ( since this point was not brought up in our brief discussion ), I have never had a complaint on the cleanliness of our apartments.

Regarding the change of linen and towels, the reviewer is absolutely correct to say that there was not a change of linen and towels. This skipped our mind entirely and for which we apologise. We would have appreciated it, if the reviewer reminded us mid way through the fortnight rental. This entirely skipped our mind as normally linen and towels are changed mid way though a fortnight rental.

The comment about the constant traffic is, however, misleading and unfair. The apartment is in a very quiet road ( as all our guests can vouch ) even if the apartment is being depicted as though it is on a highway or alongside a railway station. Possibly cars pass by the road at 5.00am but I wonder how many cars are on the street at that time. We never advertised that there is a designated space for parking but that there is unmetered parking on the street leading to the apartment and nor have we advertised that the apartment has the views depicted in the complaint.

All in all, it is not morally correct to vilify the apartment and the efforts of people who give a good service. It is duty of the consumer to be correct, truthful and honest in his or her remarks without misleading other people on such a powerful means as is Trip Advisor. Prior to putting pen to paper, it would only be morally appropriate not to mislead readers and to state facts correctly ( spelt correctly and the correct use of grammar would also be a plus ).

Graham

Response:
Thank you very much for your kind review. It was a pleasure. Graham

Response:
Thank you very much for your kind review. It was a pleasure. Graham