GW Villa Rentals
Customer Service
Value For Money
GW Villa Rentals
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User Reviews
Customer Service
Value For Money
We Have Booked Several Holidays To Apartments In P
We have booked several holidays to apartments in Playas de Fornells with GW Villa Rentals. We have always found them to be helpful, polite and accurate in their descriptions of properties. We have had no problems understanding any charges for "extras" as the website is well laid out and makes perfect sense.
We also book our car hire through the Company and this has been excellent. I would heartily recommend GW Villa Rentals fro your holiday to Menorca.
I Tried To Book A Villa In Menorca Through Gw Vill
I tried to book a villa in Menorca through GW Villa Rentals. Although intially helpful, we fell out over extra charges for cot and high chair which are not listed on the same page as the villa details. They do have a seperate page called other services which lists these as extras but does not give prices or say which villas they apply to. The booking form does give the prices but says they apply if not included in the villa, which is not specified. GWV could not see my problem and suggested if I didn't like the charges I should cancel, which I did. I later found that all the villas they list are available through at least 3 other companies at the same price. All these list the extras and prices on the same page as the villa details. You can also book the same villas directly with the Spanish agent, Menorca Property Rentals (or MM Property Rentals). I have now booked a different villa directly with the English owner - a better villa for the same cost and with everything included in the price. If looking for apartments, you may find package deals are cheaper than GWV plus separate flight - about £200 less at the time we are travelling
I have found that, on every independent holiday I have booked, that there are charges for "extras". To think one should not have to pay for them is, quite frankly, very naive.
On behalf of GW Villa Rentals, we would like to reply to Mrs Bennett's comments. We have hundreds of clients who use our services year after year, each time impressed with the personal service we provide. It is disappointing to come across this review, but would like to put Mrs Bennett's comments into context, as we do not believe that the facts of the situation have been fully portrayed.
Unfortunately, we cannot detail precise costs of extras on our website, as we have over 200 properties with different owners and management companies. Consequently, prices vary. Instead we clearly indicate that if you are interested in any of these 'extras' they are detailed on our booking form which clients have 7 days to complete and return with their deposit payment - if they do not agree to anything on the booking form or terms and conditions then they have the 7 days to advise us that they have changed their mind. Had Mrs Bennett made it clear she required a cot and highchair whilst making accommodation enquiries then full details of the costs would have been given - no mention of these were made until she realised, when in receipt of the booking form, that she would have to pay for them. Instead, Mrs Bennett automatically assumed that a cot and highchair were included at the property. This was clearly not so.
Mrs Bennett then demanded that these extras should be standard within the price. She thought she should be exempted for the cot and highchair costs which she asked us to pay for on her behalf. As we have in turn to pay our agents in Menorca for them, we were not able to offer this free service to Mrs Bennett. It is inconceivable to think that if you require 'extras' due to your family circumstances then you should not have to pay for them.
It should be stressed that we do not profit for the rental of such items, we merely charge the cost and pass it to our agent concerned. Never have we ever had another case of a client expecting us to pay for items they have requested which are over and above the cost of the accommodation. We work very hard at having satisfied customers and we consider ourselves to be a very helpful company. It is clear Mrs Bennett was annoyed that we would not pay for the extra items she wanted, but to do so would have been unfair to the hundreds of our clients who do, willingly pay for their extras.
We were asked to pay for them on her behalf and we believe, quite rightly, that we should not have had to do this and therefore did not. There was no other option but for Mrs Bennett to book elsewhere as we were not prepared to offer these for free - out of principle.
We think her comments are unfair and contradictory - she was very happy with our performance and helpfulness until informed we would not pay for her extras. If she had not been happy with our helpfulness why did she make a booking with us in the first instance, only to cancel when in receipt of the booking form, when it was made clear to her that we would not personally cover her 'extras' ? We are happy Mrs Bennett found alternative accommodation at a good price, it is unfortunate that she felt it necessary to try to cast us in a bad light, simply because she was not successful in her case that we should pay for the extra items she required.
We are an independent company and offer a 7 day a week service. We offer good advice about the resorts we promote as we have been to them and have inspected many of the properties we advertise.
In terms of Mrs Bennett's comments about the cost of a package holiday being cheaper, it really isn't that clear cut. Generally, during peak holiday seasons, a package holiday can work out dearer. Out of season, they may or may not be cheaper. Clearly, if you know the owner of a property and can book with owner direct, it can be cheaper,as effectively the owner also becomes the travel agent!
In summary, we try to bend over backwards for clients, but we are sorry to say that we cannot contribute financially to a clients holiday! We have built up a reputation for good service and honest independent advice,and it is immensely disappointing to us to come across a review of this nature. Thank you for the opportunity to present the other side of the story.
Kind regards,
GW Villa Rentals Ltd
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