Casas da Levada

Ms. Thomas, although we are aware of the consequences, we have made the difficult decision not to give in to the intimidation and blackmail we have received in recent days from you, in exchange for financial gain after 1 week stay, not to post negative reviews about us.
 We are aware of the daily work we do and the quality we deliver to our customers, both in our facilities and in terms of service. As you can see, given the huge discrepancy between this comment and all the others we have had to date, this review is about a revenge and it is not honest, as you were upset since the very beginning with the fact that booking.com automatically cancelled your booking and you did a new booking (1 year later) with updated and increased rates. Actually, the payment did not come through and booking.com cancelled your booking. After that you did a new booking with increased and updated rates, which upset you and from which we are oblivious. Unfortunately, we never got a contact from your side trying to solve this situation, which we believe that can happen to anyone and from which we could easily have solved, matching the first booking rates. According with our cancellation policy: "The guest can cancel free of charge until 30 days before arrival". This is why booking.com charged you, without success, on Thursday 1 May 2025 (30 days before your Check-in on Sunday 1 June 2025). As the payment did not come trough, the booking was automatically cancelled by booking.com. After that, you did a new booking. On time of this new booking, our rates were already increased and updated. As our rates are dynamic and automatically synchronised through our channel manager to booking.com, we can not and did not interfere in any part of this process. Moreover, before you could confirm this new booking and went forward with it, all rates and the total amount were shown at booking.com to you during the new booking process, being the same accepted by you. As more than 1 year passed (first booking was done on Saturday 9 May 2024 and the new booking on Thursday 1 May 2025) the rates were updated and increased. After all of this, you spend a week with us (7 nights-stay). Regarding the less positive points mentioned and during your stay, you only warned us about the key situation. No other less positive point were reported to us during your stay. Concerning the key, this villa has 3 access doors to the inside and 2 keys were provided (1 for the main door and 1 for the secondary door) at the Check in. The 3rd door was locked and you warned to this fact. On the day after the Check in, the key from this 3rd door was provided to you, as requested. All the other negative aspects are not worthy to the service we provide and if so, should have been mentioned in the begging of your stay and not only after you leave, so that it could be possible for us to refund you or to find another unit for you to stay. Sincerely, Joaquim A.