Unfortunately we did not have a good experience with Charlotte's family. On the day after the check in, Mr Leigh rung me in the afternoon to report that he had been robbed of 1000 euros from the wallet that was on the living room table. I asked why he did not used the safe which were mentioned by my colleague on the check in but he said he did not use it. I immediately contacted the police to know the procedures and instructed Mr Leigh to go to the police in order to make a complaint and to give our contacts that we would be most interested in ascertaining what had happened. The police asked to go to the place but Mr Leigh said they could not go because the kids were sleeping.
We met with Charlotte and Mr Leigh on the day before of departure and they asked a refund for the value of the accommodation plus a compensation as for them there was three possibilities: 1st to jump from the balcony of the living room (our answer: the living room balcony half sock walls with another block, facing the pool and 1st floor as per photo on the advert, at this time of the year there are always people in this area around the pool or playing in the grass); 2nd by the entrance door because no one told them they should lock the door (by logic they should do it when they leave everywhere in the world); 3rd someone with the apartment key (all our keys are stored in the safe, our company Clever Details has our own cleaning team headed by a housekeeper and maintenance, the housekeeper distributes the cleaners to prepare the properties and returns to pick them up, then the key is stored immediately in our safe, there being neither space or time for copies or losses).
On the meeting Mr Leigh said he tried to use the safe but with no success and the wallet with money was in the cupboard in the living room and not on the table as Mr Leigh told us when he first called reporting the robbery.
We did not agree with compensation because we are also interested in knowing the resolution of this process and will cooperate with the police to clarify any doubts that may exist. Also the information was not clear as every time we have been contacted the information was different. The police could not go to the property to check for finger prints and check the windows and door locks, so the police told us that they ca not say that there was a robbery.