I'm pleased you enjoyed your stay at Casa Ana. Thanks very much for kindly reviewing the property, we hope you'll come back again soon.

I'm pleased you enjoyed your stay at Casa Ana. Thanks very much for kindly reviewing the property, we hope you'll come back again soon.

Thanks so much for this lovely review! We take pride in our villas and apartments and it's good to know that our efforts are appreciated. It was a pleasure to have you staying in the villa and we would welcome you back to any of our properties, any time in the future.

Dear Marc, your review is unjustified and totally unfair. The pool water was checked just prior to your arrival during a standard pool maintenance visit and both the chlorine levels and PH balance were well within the normal parameters. On the third day of your holiday you mentioned to the pool maintenance man on his regular visit that one of your children had some sores on his skin. The pool man checked the water balance and confirmed that the water was within normal parameters and that there were not enough chemicals in the water to cause a reaction, so something else must have caused it. The pool man tested the pool every third or fourth day during your stay, as is standard procedure, and on each occasion the chlorine and PH levels were well within normal parameters. Strangely, you did not report this “problem” to management while you were here, even though the contract that you signed before arrival contains the following paragraph: “Please report to Management any problems or complaints about the property whilst you are in the resort. They will endeavour to rectify any problems as quickly as possible. If you decide to vacate the property or take any other actions without contacting Management or allowing reasonable time for the problem to be rectified, all claims for compensation or refund will be forfeited. Any problems or complaints not notified during your stay cannot be considered”. You only mentioned to management about the sores after you had arrived home in the UK and asked for compensation. Unfortunately by this time it was too late for us to see the child’s sores to verify that you may have had cause for complaint, nor did it allow us an opportunity to send an independent pool technician to check the chemical levels of the pool while you were still here, which, if they had been found to have been outside of the normal parameters, we would have had the situation rectified immediately. Upon receiving your complaint after your departure, we immediately sent an operative from a different pool company to the one we usually use, to check the water levels, just to be sure that our usual pool man wasn’t mistaken because obviously we don’t want any of our guests to have problems, and it was confirmed by the other company that the chemical levels and PH balance were within normal parameters and that the water contained nothing that was likely to cause a skin reaction. During the month of July prior to your arrival the pool had been used by both guests and the villa owners who used the pool daily with no adverse reactions whatsoever. Further guests arrived later on the same day of your departure, a family with children and they used the pool every day without problems. Another family has been staying for the past week and they also told us how delighted they were with the villa, again there no problems whatsoever with the pool. Therefore it has to be concluded that some other factor caused your child’s skin complaint, possibly a reaction to sun cream, or the fact that he spent too many hours wearing wet swimming trunks, or a heat rash. But it was definitely not the pool water, so these findings, plus the fact that you did not report the problem while you were here (you had a whole two weeks to report this!!) meant you were not eligible to receive any compensation, and this, I suspect, is the real reason for your negative review.