I would like to thank the guest for their kind comments.It is very rewarding when someone enjoys the house,gardens and pool as much as we do.We have quite a few repeat guests and very much want our guests to feel our home is their holiday home as well.

I am pleased the guest rated our house as good overall and “luxurious“. The house has and had during the guests visit, an infrared motion sensor security system in all rooms which is linked directly to a security company who inform the local police station, my local guest representative and myself if the alarm goes off. Unfortunately this was not turned on on the night in question. Since this incident we now specifically highlight and explain the security system to all guests on arrival and suggest they use it. The small development the house is on is in a quiet,residential area and the site is gated and fenced with an intercom controlled entrance system from the house linked to the TV, so you can see who is at the gate before you open it and there is also a security man present from 8pm to 8am every night. Not being there I cannot answer as to where the security man was on the night in question but I know the local manager I pay to look after the house and my guests, was present throughout and offered to have the broken lock fixed immediately after the police inspection.I am sorry it took the police so long to attend the scene but anyone who has experienced a burglary in the UK will know this is common everywhere.I am relieved the guest found my local rep helpful and courteous. My husband and I talked several times at length to the guest on the phone from the UK and could fully appreciate how distraught she was with the breakin coming so quickly after her earlier robbery when travelling through Spain.My husband immediately made arrangements to fly down to check the security and assist with the police report.However the guest had already left when he arrived. I should say that no damage other than a patio door lock, was done to the house and no items TVs, DVDs, SKY box, Sound system, ipod speakers etc of which there are several in the house, were moved or stolen and we have had only this one break in in the 4/5 years since the house was built.

The guest was offered the high season weeks of Christmas and New Year at a heavily discounted rate on the basis that her booking was for an extended period through the low season of January and was subsequently refunded the equivalent of 4 weeks low season discounted rental. I am very sorry she does not feel the level of refund was adaquate but taking into consideration that her family did have use of the house from the 20th December, over Christmas, through to the first week of the New Year I could not, as clearly wanted, refund the total rental. I am also sorry that she was disappointed with the weather but like anywhere in Europe, Winter weather can be cold and wet at times but then again you can have some clear, sunny, wonderfully warm days.....The house is modern, and spacious with marble floors throughout with individually controlled central heating/aircon system in every room, duvets on all beds in Winter plus wel can supply extra radiators if required. Regarding electricity – as the rental was low and for an extended period, it was clearly indicated in the booking contract that the cost of electricity was covered in the rental charge up to a specified weekly average with any excess usage to be covered by her during her stay.

Like everywhere in the world, crime is an issue in Spain and the guest's earlier robbery experience before she arrived at our house must have been extremely upsetting as even prior to the break in she had indicated that she may need to leave early. Casa Paraiso is our family holiday home and it is very important to me personnally that everyone who stays, enjoys the house and I, my husband and our local representative do try to do everything we can to make our visitors stay an enjoyable experience. However clearly on this occasion we failed and for this I can only apologise to the guest and her family.