“Disappointed”
The property is well proportioned and built with quality and careful thought by the owners. The bathrooms are excellent and now have pump soap which you would expect at these weekly rates. The welcome pack and first meal is adequate. The kitchen for many people will lack some essentials like a quality coffee maker or cafetiere, and a decent toaster. There is also too much clutter in the kitchen with pots and pans in bottom drawers that are old and stained and frankly no one would ever wish to use them. The view, whilst impressive, is not especially attractive as most of it's semi-industrial, the other side of the valley is the real gem. The village is pretty and interesting and has some good restaurants. Arriving late on a Saturday presents some issues in that one cannot drive into the village to get supplies over the weekend and its a 20min hike, each way, on foot. Also shops are not always open when they say they are. We were told by the key holder that the supermarkets, of which there are 2 close by, were closed on Sundays, that's not the case but they do close at 1pm. Irritating not to know that on the Saturday. Cleaning was always over lunch time (1-3pm) and never the 2 hours as advised and paid for. This is galling when €200 is required on the final day for cleaning; we disputed this and the owner agreed not to charge us. Discussions with the Agent about issues at the end of the week were met with aggression and accusations about how we managed the property (we had two horrendous storms one in the early hours and another when we were out for the day and some outside furniture got wet and/or broken - apparently this was our fault!) This marred our last couple of days. To sum up, its a lovely villa but poorly managed. I would recommend it but not through Hidden Italy.
Response from the manager Dear Customer, Many thanks for your guest review. We have forwarded it to the villa owner. Below you find the response from the villa owner. Best regards Bettina Roehrig HIDDEN ITALY “Dear Hidden Italy, Thank you for taking the time to share with me this review. I am so glad your customer found our villa a good place to stay but I am sorry to hear that there were some misunderstandings regarding the Housekeeping time service. The prime concern of our guests is privacy. Cleaning time is agreed at check in. My staff ensures the privacy of the guests and is trained with proper procedures to enter the rooms. If the guest is in the room during cleaning time the staff should not disturb or knock at the door. The maid acted according to this procedure and this is the reason she went away. We are sorry for the inconvenience that this misunderstanding caused to your customer. I wish she would have informed us from the first morning and and we would have immediately fixed the problem. Mandatory Final Cleaning Fee includes the full cleaning after guests departure, the linens, and replenish amenities and supplies (soap, toilet tissue, paper towels, etc.). As per our contract final cleaning is mandatory and should be paid at departure. Your customer refused to pay it and at the end to solve a very difficult situation (as we had to prepare the villa for other guests ) we decided to waive the amount that according to the contract was due by the customer. I didn't charged the guests for the cost of the outside furniture that got broken during the storm. For sure I would have appreciated more care towards my things as the parasol should have been closed in the night.... Again my thanks for all the wonderful guests you send us: they are happy to enjoy Asolo, our hospitality and my friendly team. Your customers feedbacks are always very valuable to us as we work to be better each and every day. All my best The owner of Casa Asolo”
