Dear Antoine,
We are very sorry to hear that your overall experience was affected by this matter. The villas you stayed in were managed by independent villa management companies appointed directly by the property owners, who also hold and administer the security deposits on their behalf.
As you and your group kindly mentioned to us in person, our communication, responsiveness, villa readiness, cleanliness, and willingness to assist throughout your stay were all above 5-star level — and we truly appreciated your kind feedback at that time.
During your stay, the management company applied penalties and issued an official invoice for the corresponding amount after documented contractual breaches from your group. Unique Villas Collection Ltd. was contractually obliged to forward these deductions, as we do not retain or control guest deposits for the specific properties you selected.
All documentation and explanations were shared with you, and we have repeatedly requested both the management company and the villa owner to review the applied penalties and reimburse part of the amount. As you understand, this decision is entirely in their hands.
Considering your excellent experience during your stay and the service you received from our team, we believe that a fair review would better reflect the overall quality of your trip.
By the way, as we told you in person, it was our pleasure to have you as guests, and we genuinely appreciated that the majority of your large group of 30 guests respected the villas and the property rules. Unfortunately, as often happens in such large groups, a few isolated incidents can lead to misunderstandings or damages that cause unfortunate consequences.
Nevertheless, we sincerely appreciate your feedback and always strive for clear communication and fair solutions for all our guests.
