Montepulciano holiday apartment rental with shared pool, internet access, balcony/terrace and air con

Hello Deborah, Thank you for taking the time to share your experience with us. This is very important for us to improve our services and those of the owners of the properties that we represent. We are glad to hear that you liked the place and the setting of the apartments and we couldn't be more surprised to receive a complaint for this property as we have had many satisfied clients there as you can see from the reviews other guests posted. Most important I would like to remark that everyone was more than happy about the cleanliness of the apartments. We obviously checked what happened with Vanessa (the caretaker) and she told us that you informed her about these bugs which she said they were the green bugs which are common especially in this period of the year and easily enter inside the houses in the countryside locations but these are not dangerous for the man and are not due to a lack of cleanliness. The type of bug is called Palomena Prasina Common Green Shieldbug ( http://www.britishbugs.org.uk/heteroptera/Pentatomidae/palomena_prasina.html). Vanessa also told us that the day you left (two days earlier than scheduled) there were extras to pay as per the contract and you paid everything without comments while if I were you and if I felt I wasn't completely satisfied with something I wouldn't have paid and would have called the agency which you never did. We were informed about the issue only when we received an email from you upon your return with the refund request. You informed Vanessa about a problem and as you are saying now that you left because of that it is obvious that Vanessa wasn't able to sort out the problem. Therefore you should have called us and we would have been there in a few minutes as our office is just 10 minutes away and in the voucher you have an emergency number which is our mobile personal telephone number. This way we could have verified the problem and decide with you how to fix it. The options were to move to another apartment in the same property as there were others available, or we could have found another property same or higher level or if in the unlikely case that these options wouldn't suit your needs we would have come to an agreement about the refund. You never gave us the possibility to help you with the green bugs issue as apparently you considered it so essential that it forced you to leave earlier. When in your comment here you say that we were only able to say that we were sorry it is because you only informed us upon your return when it was too late to help you and there was nothing that we could do. We don't feel responsible for your choice to leave because, as we told you, there were several options to be considered if you had given us the opportunity to do something at the time.