Ibizavillas2000 Arvostelua 

Vastaus yritykseltä Ibizavillas2000

21.3.2019

I have read this review woth horror. Our company wa esstablished in 2002, in that time we have looked after well over 100000 people in our 25 villas. 99% of our clients are very happy and many clients return year after year. We are well known on the island and we are founder members of the Ibiza Villa Association http://avat-ibiza.com the official body that works with local government to protect clients and improve the villa expeience for all who visit Ibiza. We own 2 of the 25 villas we manage and lease the others between May and end of October every summer. We are a very serious company and are horrified to read such a terrible review.

It is March 21 2019 when this review was written and we have had no §clients in resort since October 22 2018. I have checked our database and we cannot find a lee Rush, however he could have been part of a group. I have reviewed all complaints over the last 3 years and I cant find a Lee Rush. In order to respond or investigate I need to know the following:? What villa did he stay in? what group did visit Ibiza with? Is he referring to one of our villas? I have checked with all our staff and we have received no complaint from a Lee Rush. We take complaints like this very seriously, but there is no way we can respond if we have no idea what villa he is referring to? Who is "guy who owns the villa". When did this incident take place? I am the owner of Ibiza Villas 2000 , I have lived in Ibiza for 17 years with my family and I am definately not in the habit of robbing my own villas, and I most certainly dont take advantage of my clients knowing they are all insured. These are very serious allegations and I need to have further information about exactly what hapened and who they are referring to in order to respond. I cannot believe Trust Pilot allows reviews like this to be published without any real evidence or information. I look forward to a response.

Vastaus yritykseltä Ibizavillas2000

14.5.2018

Hello Chelsea, we were surprised to read your review of our company after your unfortunate experience of being robbed whilst on holiday in Ibiza. We sympathize strongly, as we did at the time of the incident, which we hold on our files.

I have examined these files, spoke to our operation team (Jacs & Ilse) and the following story emerges. A very different one from the impression you give in your review.

Firstly, you complain of not having heeded the 'many bad reviews' you saw of our company, but actually, our reviews are generally excellent and we work very hard to keep it that way.

It was also not the first time you had used our company, but the second. You also stayed with us in 2016 with no complaints at all. You do not mention this in your comments.

Regarding the theft from your villa last year (2017), it seems very clear that our operations team bent over backward to help you and your friends. A point of break-in was discovered later the next day and the police confirmed that the security camera had been covered up with a piece of sticky tape.

Whilst we sympathize fully and do everything we can to help in the event of a robbery, we cannot be held responsible should such an unfortunate event occur. We can only try our best to help.

We feel your review of our company is very unfair and leave the following incident report below for public perusal, who can decide for themselves if our response to your robbery was anything other than 100% professional.

00.14hrs | Your villa alarm was activated and Trablisa, the security company, called our operations team. Our operations manager, Jacs, called you immediately.

00.20hrs | Jacs proceeded to ring all the guests to ascertain if it was a genuine break-in or just a false alarm. None the group were answering. We advised Trablisa to send a car to investigate.

00.40hrs | Guest finally reached via telephone - guest's name, CALEB. We asked him to check with his group if they were at the property. Ascertained that the guests were in fact at Privilege (club). Guest unsure if anyone had gone back to the villa. Confirmed that Jacs & Ilse (operations staff) would go immediately to check the property.

01.04 - 01.26hrs | Ilse and Jacs arrived at the property at the same time as security firm, Trablisa. Scoured the ground floor but no sign of robbery. Went upstairs again everything looked fine. Tried all the doors and then realized the upstairs main door was open. Ilse called Guardia who confirmed they would attend the scene. We entered the top floor trying not to touch anything it appeared very messy. Still unsure if a robbery had taken place, ops team took PHOTOS and sent to guest. He showed his group the photos and they confirmed that they had been robbed & that they did not leave the villa in the mess shown in the photos. Group confirmed they would be coming home right away - OWNER JUAN CALLED AND ADVISED. Ops team viewed log on ALARM REPORT everything was correctly set. It was armed at 11.30pm.

01.45 | Some members of the group returned and immediately went upstairs confirming it was a break in and proceeded to investigate what had been taken. Shoes, money, clothes, make-up, passports untouched, most of everyone's other valuables were in the safe. It seemed like just one room was targeted and lots of cash taken.

02.20hrs | Guarda Civil arrived inspected property thoroughly, initial inspection showed no sign of a forced break in - confirmed footprint on stool & that the alarm camera had been covered with a small piece of sticky tape.

03.03hrs | Guests understandably shocked and upset, we advise guests to write down everything they believe has been taken right now. Assured guests the following morning we would take them to the police station to file a report and gain a crime reference number.

04.30am | Ilse & Jacs left the property confirming Jacs would return the following morning to take Chelsea and 2 other members of the group to the local police will pick up at 11.00.

11.30hrs | Police station visited

13.30hrs | Jacs took 1 group member back to the villa as the police station file reporting was taking a long time & guests had to leave the same day. The guest needed to pack his case in time to get his inbound flight.

14.00hrs | Jacs took Chelsea and 2nd group member back to the villa after paperwork completed. Crime reference was given.

15.00hrs | Chelsea and her group found possible access point - back of the property fence was cut open and lifted with knife (see video on file) OWNER ADVISED. He set about repairing - police advised.

Thank you for your time. Yours sincerely, Jane Charilaou (Ibiza Villas 2000 representative).