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Sebastian C
Dubai, United Arab Emirates
Horrible place!! Please learn from our mistakes!
Jul 2019
After a 2-week stay, it’s obvious that the reality of this property vastly contradicts the perfect, picturesque vision sold online - so much so that at one point, we considered ending our vacati… More
Reviewed 3 Sep 2019
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC. Tripadvisor performs checks on all reviews.
Owner's reply:
Since we informed sebastian that we had filed a police complaint against him for vandalising our property and leaving without paying his bills in full, Sebastian has been on a vitriolic mission to discredit our property. It is very sad that as hosts, we do as much as possible to please guests and make their stay as perfect as possible. I have to say we are all shocked by Sebastian’s review. In the 2 weeks he stayed in the house, I received no complaints, Airbnb received no complaints and the staff received no word from him about leaving. And contrary to his review, he stayed in our house everyday, all day, only leaving for a few hours on a couple of occasions. This doesn’t sound like someone who wanted to leave! However, when I asked him to pay for his breakages, the goods he asked the staff to buy and remove the chickens from the house he became abusive. Yes, Chickens I kid you not!
Sebastian clearly states in his review that the chickens stayed in the garden but I have plenty of photographic evidence that the chickens were brought into the house, where they pooped all over the bedrooms, the bathrooms, the living room and one even had diarrhea all over the coffee table. How disgusting, especially after his comments concerning the unhygienic state of the kitchen, which I totally refute! All this was left for our staff to clear up as they took no responsibility for the filth they created. His kids even caged frogs in airtight containers, torturing them on a daily basis. I'm not sure they are the kind of guests any Airbnb host would like to have.
I am however deeply saddened by the review. In the 5 years we have rented the house, we have only received glowing reviews. I am prepared to accept criticism and am keen to improve our services in every way possible, but Sebastian’s review is not merely criticism it is, in fact, verbal abuse. And in most instances, inaccurate.
Charges- I did not and do not charge for toilet paper and basic necessities nor do I charge for any of the main toiletries required by guests. These are all free.
Hygiene - Our 2 chefs take hygiene and cooking very seriously. Their food is exemplary. The guests ate every meal in the house bar a couple, And all meals were prepared by my staff contrary to what Sebastian says. That doesn’t sound like someone who thought the staff had zero sanitation.
House driver – Sebastian complained about being charged $10 for his family to be driven in a luxury SUV with a uniformed driver. To compare a local taxi with a luxury, chauffeured, SUV is ridiculous. He was also told about the difference beforehand and in a Whatsapp message, I have, he confirmed he was happy to pay. And yet he complained.
Mosquito nets. I made these nets especially for them a few days before their arrived, at their request, and at my cost; as they complained about the mosquitoes at the previous property. I am not sure how these nets could have got covered in dust, given they were brand new. Furthermore, the four housekeeping staff clean the house twice a day.
First Aid - I have a standard first aid box with medicine, bandages, plasters but not a medical facility.
Linen washing – as policy. Guest linen is washed once a week unless dirty. We do however offer the option of more frequent laundry. Sebastian asked for the sheets to be washed every 3 days and the staff obliged him with this. He was not charged any extra only for the organic washing powder he specifically requested.
I could address every point in his complaint but I am not sure how it would help. Kebun House is a beautiful property that has been photographed by many interior design magazines; the staff are amazing, kind and gentle and the envy of most other villa owners. We take enormous pride in getting the house and the experience right for guests to enjoy. I’m sorry Sebastian didn’t enjoy his stay with us but if he had mentioned his displeasure earlier we could have done something to help him but to write such a review after he had left the property without letting us address any of the issues is, I consider, somewhat disappointing.
This response is the subjective opinion of the management representative and not TripAdvisor LLC.