Good afternoon from Eos.
Firstly, I would like to apologize for the delay of our answer, but I wanted to collate all the information concerning your points of view, before I contact you.
Secondly, I want to thank you for your time to review our property and ask sincere apologies if the services provided did not meet with your expectations.
Following the above and having now collated all the information, I need to bring at your kind attention the following, answering one by one your comments:
1.-Dealing with issues: We are accused of not dealing with your issues.
You wrote: [Sofronis is not an agent of Eos travel agency who, both of them didn't answer to our requests.]
We have nothing to answer or add on this, because you are giving yourself the answer with regard to our consistency.
You wrote: [….When we arrived, the house smelled extremely bad and the ACs in the 2rooms didn't work. we contacted the host and he sent us the owner, an old woman who couldn't understand anything. we contacted him again and he sent us an electrician….]
2.- Air-conditioning issues: We are confident that any issue reported was dealt with prompt and within the time limits imposed by our Booking Terms.
You wrote: [when we arrived, the house smelled extremely bad and the AC didn't work (it turned off every half hour) and the second AC was not working good. we contacted the host and he sent us the owner, an old woman who couldn'…. ]
Yes, that is true. All what it was wrong with property’s air-conditioning was the wrong settings of the remote controls, which was performed either by you or previous guests.
The technician was sent a while after your report to the property, but you were absent and for this reason he left a message with the old neighbour to contact us, so that we could assist with remote controls’ re-setting. Unfortunately, this did not happen for unknown to us reasons.
3.- Bad smell: It is a matter of fact that the whole town of Corfu was under a bad drainage smell (and mainly the old town) due to municipality’s bad arrangements and surprise, with the unexpectedly high temperatures that began to hit the island. This was kindly explained in details by Eos Managing Director (Mr Sofronios) and it only lasted for a couple of days. It is understandable that it was a matter beyond our control.
4.- In Resort Contacts: We are also accused of not responding to your calls / requests:
You wrote: [we contacted Sofronis who sent us a message to contact the agency but nobody was answering even the host didn't answered anymore and we stayed the 4days with the same problems.].
I have carefully inspected our correspondence and I have found:
26/7/17 at 11:00 a.m. : Welcome message – Not responded!
27/7/17 at 11:00 a.m.: Second check message – Not responded!
29/7/17 at 11:00 a.m.: Prior to departure check – Not responded!
Furthermore, we need to highlight that all of your calls were on our Managing Director’s mobile and when you were asked to contact the office that was performed via “Whatsup”, which is a service that – simply - we do not have!
Our office remains open 6 days a week from 08:00 to 20:00 hrs and we have in resort this moment more than 1200 guests.
5.- Behaviour: I am terribly sorry if our above “behaviour” did not meet with your expectations and I sincerely apologize for this. But, I also need to highlight the following, in regards with “guests’ behaviour” and “property rules respect”.
During your stay, property key safe’s combination was changed to our ignorance and when the cleaning staff or a technician attempted to enter the property that was impossible!
On your departure, cleaners attempted again to enter the property and clean it, for the next arrival of the same day , but it was again impossible, as key safe’s combination was never brought to the initial one.
This resulted into the need of calling a locksmith, in order to violate metal door’s lock and let the staff getting into the property.
Meanwhile, new guests arrived; door’s lock had to be replaced by changing the whole metal plate, which was both: difficult (the door needed to be taken to the workshop) and time consuming.
As is understood, new guests couldn’t check in and we were forced to take them in a hotel for the following two days, until the door was repaired.
Ending the results of my investigation, I would clearly like to inform that: All of my effort is only to continue your review and proceed with no further comments, believing that the above are reflecting exactly the picture of your short stay in Aspasia Apartment.
Finally, I would also like to underline that our Team has no hesitation to welcoming you back in one of our properties and hope we will then find a better way of behaviour and communication.
Until then I wish you a wonderful time and all the best.
With kindest regards
The Eos Team