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Excellent
11 avis
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Résumé
Villa -
5 chambres, 6 salles de bain, 13 personnes
Las Terrenas, Péninsule de Samaná, République dominicaine

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Excellent - basé sur 11 avis
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CyrilM33
Bordeaux, France
1 avis
“Parfait”
Avis écrit le 14 mars 2016 Séjour en février 2016

Un séjour en famille inoubliable. La qualité du lieu et la Villa Sofia a largement contribué à faire de ce moment un réel plaisir.
L'emplacement est idéal, l'accès aux plages très facile et la villa en elle même à la fois grandiose et surprenante.
Chacune des chambres est superbe avec sa propre originalité et l'espace à vivre entouré des 2 piscines parfait et spacieux.
Un grand merci également à l'ensemble du personnel à la fois discret et serviable...Juste le bon dosage...
N'oubliez pas de découvrir également les charmes de Las Terrenas et l'accueil de sa population.
A refaire très vite...

Compagnons de voyage : En famille élargie
Recommanderiez-vous cet hôtel à un ami ?    oui.
Cet avis vous a-t-il été utile? oui
Cet avis est l'opinion subjective d'un membre de TripAdvisor et non de TripAdvisor LLC.
Réponse de la direction
27 avr. 2016
Cher Cyril,
Merci beaucoup de vos commentaires et encouragements.
Ce fut un plaisir de faire votre connaissance.
A bientot ici a las Terrenas.
Sincerement.
Patrick
Cette réponse est l'opinion subjective du représentant de la direction et non de TripAdvisor LLC
Julia H
1 avis
Avis écrit le 27 novembre 2014 Séjour en novembre 2014
Avis traduit automatiquement depuis l'anglais Plus d'informations
Language Weaver Voir la traduction automatique

La réservation a-t-elle été facile? L'itinéraire donné était-il correct?
La remise des clés et l'accès à l'établissement ont-ils été faciles ? État général de l'établissement
Literie Cuisine et ustensiles
Propreté de la salle de bains Autres équipements et commodités
Service
Le plus apprécié: The architecture and location
Le moins apprécié: Staying too short !
Compagnons de voyage : En famille élargie
Recommanderiez-vous cet hôtel à un ami ?    oui.
Recommandé pour:
Escapade entre amis Voyageurs aînés
Familles avec jeunes enfants
  • L'établissement était-il conforme à l'annonce?
  • Recommanderiez-vous cette location?
  • Le rapport qualité-prix était-il bon?
  • L'établissement était-il équipé d'un accès Internet?
  • Votre caution vous a-t-elle été restituée dans les délais prévus?
Cet avis vous a-t-il été utile? oui
Cet avis est l'opinion subjective d'un membre de TripAdvisor et non de TripAdvisor LLC.
Envoyé initialement en anglais sur www.tripadvisor.com. Voir l'original
Bethie420...
Kingston, Canada
2 avis
common_n_hotel_reviews_1bd8 1 vote utile
Avis écrit le 23 mars 2016 Séjour en mars 2016
Google traduction
1
personne a ou ont trouvé cet avis utile

La réservation a-t-elle été facile? L'itinéraire donné était-il correct?
La remise des clés et l'accès à l'établissement ont-ils été faciles ? État général de l'établissement
Literie Cuisine et ustensiles
Propreté de la salle de bains Autres équipements et commodités
Service
Le plus apprécié: Open concept with privacy for all
Le moins apprécié: the bugs :)
Compagnons de voyage : Large Group
Recommanderiez-vous cet hôtel à un ami ?    oui.
Recommandé pour:
Escapade entre amis Grands groupes
Personnes avec des animaux de compagnie
  • L'établissement était-il conforme à l'annonce?
  • Recommanderiez-vous cette location?
  • Le rapport qualité-prix était-il bon?
  • L'établissement était-il équipé d'un accès Internet?
  • Votre caution vous a-t-elle été restituée dans les délais prévus?
Cet avis vous a-t-il été utile? oui
Cet avis est l'opinion subjective d'un membre de TripAdvisor et non de TripAdvisor LLC.
matt m
Auteur de niveau 4
24 avis
11 avis sur les hôtels
common_n_hotel_reviews_1bd8 9 votes utiles
Avis écrit le 17 février 2016 Séjour en février 2016
Google traduction

La réservation a-t-elle été facile? L'itinéraire donné était-il correct?
La remise des clés et l'accès à l'établissement ont-ils été faciles ? État général de l'établissement
Literie Cuisine et ustensiles
Propreté de la salle de bains Autres équipements et commodités
Service
Le plus apprécié: the whole villa and the staff
Le moins apprécié: the internet connection
Compagnons de voyage : En famille élargie
Votre tranche d'âge 35-49
Recommanderiez-vous cet hôtel à un ami ?    oui.
Recommandé pour:
Escapade entre amis Familles avec jeunes enfants
Grands groupes
  • L'établissement était-il conforme à l'annonce?
  • Recommanderiez-vous cette location?
  • Le rapport qualité-prix était-il bon?
  • L'établissement était-il équipé d'un accès Internet?
  • Votre caution vous a-t-elle été restituée dans les délais prévus?
Cet avis vous a-t-il été utile? oui
Cet avis est l'opinion subjective d'un membre de TripAdvisor et non de TripAdvisor LLC.
Mickibbo
Melbourne
Auteur de niveau 5
79 avis
20 avis sur les hôtels
common_n_hotel_reviews_1bd8 30 votes utiles
Avis écrit le 27 janvier 2016 Séjour en janvier 2016
Google traduction
2
personnes a ou ont trouvé cet avis utile

Compagnons de voyage : En famille élargie
Recommanderiez-vous cet hôtel à un ami ?    No.
Cet avis vous a-t-il été utile? oui
Cet avis est l'opinion subjective d'un membre de TripAdvisor et non de TripAdvisor LLC.
Réponse de la direction
04 févr. 2016
Woowwww !
So many critics at once !

First of all, I am open to all comments and critics, but I must admit that this time they are more difficult to accept.
Usually, when they face a problem in our properties, our guests notify us promptly and we do our best to solve it as fast as we can (and we usually do it efficiently). If we eventually fail to answer or fix the issue, negative comments are then totally justified.
This time, we have not been able to adapt the Villa to our guests wishes (every client has different needs, tastes or expectations, that we always try to meet, hence our history of 5 stars reviews) since we had not been notified of any of their particular needs.
I really don't know what to think about this review, since the day of their departure, one of the guests asked if the villa was available the following week because they wanted to stay longer ! They said they were really enchanted of their vacation, apart for the abundance of mosquitoes (we will talk about it later).
You can then understand how surprised I am when I read this review.

I must underline that a pre-charged local mobile phone is handed to our guests upon arrival to allow them to report any problem, ask any question or notify emergencies to our local agency team !
It has been much used this time ;-)

Shortly after our guests departure, after reading this review, I asked a thorough check of all the incriminated elements mentioned.

First of all, the wall of fire, one of our most searched after feature... Guests love to dine in front of the pool, facing this fancy firewall setting.
I firmly contest the supposed security point mentioned in this review. The material used for this nice decor comes from a reputed US company and includes all the safety devices needed in the US : the gas source is automatically shut down if the fire stops, and the systems automaticalle tries to fire it up after any extinguisment (each wallfire igniter is a 1.800 USD device !). There is always a light gas smell after ignition, which last 2 or 3mn, and then disappears. No danger at all.
This si true that some parts of the firewall were not totally functional; this sometimes happens after heavy rainfall, because rain water enters in the fire tubes (no danger). A simple phone call or notification via our staff would have corrected this immediately.
Should I be glad that a guest compare our bedrooms to an X-rated movie set ? I am not sure. Maybe I am not such an expert to comment this.... But I am ready to believe someone who seems to be a great movie fan. Dear future guests, be ready for the vacation of your life ! LOL.

1. No, there is no generator but an inverter system which ensures a 4 hours electricity backup, which is sufficient to cover 95% of the electricity shortages. This system does not support the A/C, this is true, but this is the only feature which is not connected since it would discharge the batteries too quickly ! And most failures do not last more than one hour or two. Our electricity system is powered by solar panels, which is greatly ecologically better than those polluting, noisy and smelly gasoline power plants. It is a choice and we assume it. We are located in a developing country, in a tropical paradise and we want to keep it as nice as it was when it was less developed... Urban pollution addicts should chose to vacation in NYC, Melbourne or Paris because they will be disappointed here !

2. The neighboring house has a temporary generator for a few weeks because they are under renovation and their backup system is being changed. I recognize this is an inconvenient, but we are unfortunately not able to address this. I just notice that it is only heard from the Master Bedroom, and not from the rest of the property. I also notice that it only worked during power failures, then only a few hours in 17 days !!!

3. Totally false : there is a 24/7 security in the residence, with a doubled team at night, with guards patrolling from 20pm to 7am. The condominium enjoins them to be discreet and to avoid to stay in front of the properties, and we do not want to change this; intimacy is important to us. The area is safe and we luckily do not need an army of guards like in certain countries ! In addition, Villa Sofia is totally closed and secured by classic and electronic doors. We never met any security problem in 10 years of operation !

4. The area is wet when there is rain, and dry when there is not; we are compelled to water the garden everyday to avoid it dries during 9 months of the year. During winter, in the Caribbean, there is a little bit more rain than during other seasons. This year, the month of January has been more rainy than previous years; I am always very sorry for our tourists when the climate is not totally sunny because I really hope they can enjoy their vacation at the most, but I still don't know how to propose a "guaranteed sun" option with my rental !
There is a water pump in the basement, which works during heavy rainfalls; no guest ever complained about it. The check showed a little murmur (very low). I can understand that some sensitive person may have been disturbed in certain cases. Once again it only worked a few times during those 17 days. If we had been notified, we, of course, would have switched off this device for the rest of the stay. This is a 1 minute operation.

5. A pool is never safe with small children. The photos on the website clearly show the swimming pools setup. Saying that the pool configuration was discovered upon arrival is a total lie !!! We effectively provide an alarm system to prevent small children to fall into the pools; we also offer a specially children-designed pool, with platforms of different depths (from 20 cm to 90 cm, divided in 5 different areas) to allow few months old babies to sit and enjoy the pool safely (under their parents watch, of course). In my knowledge, very few other rental villas offer this feature !

6. The check showed that the kitchen was perfectly working (it has been renovated in November 2015). The oven is in good condition and works well, and the fridge was tested at the normal temperatures it is set to operate. This is true that the water dispenser button is damaged, but it is totally functional; it has to be pressed a little bit harder than a brand new one ! Once again, we received no complaint during the clients stay, and had no chance to fix anything that could have been defective.

7. I have been working with Josefina, our maid, for 10 years now, and I have always received excellent comments. I don't understand why the fact that she is working a little bit slowly would be a problem : the work is done, everyday, even well done. She is smiling and helpful. The country is like this, everything takes time ! This is part of the charm of the country : people come to see us on vacation to relax and live at another pace... Why come to an exotic tropical paradise if to live at a 100 mph rhythm ? We assume the fact that here, our maid do not work at the speed they might do in Melbourne ! People who are used to travel extensively know that there are cultural differences between countries, sometimes disturbing, and sometimes not like in our case (the job is done).
We are surprised again by this bad comment since the "propina" (tip) received by the staff at the departure of our guests was a very good one ! Do you let a good tip if you are unsatisfied by the service you received ?

8. No, there is no staff quarters. I don't see the point, since we never claimed or advertised that there was one ! The property is advertised for 5 bedrooms / 13 guests. We do consider nannies and drivers as human beings and we count them among the eventual guests when they stay at Villa Sofia. Villa Sofia had been rented in that case for 3 couples, a baby and a nanny, which totally fits the sleeping capacity of the villa, unless the staff cannot sleep in a room of the same standing as the employers if nothing else is available. Don't laugh, some people still do think this way ! We once even had some clients having their 2 employees sleeping on the terrace, on a mattress !

9. The BBQ is a US gas Broil King model and not "rust bucket with a grill plate". The automatic ignition device was effectively out of order, but a manual ignition device was provided. All the repair spare parts had been ordered in January but we are still waiting for them. I understand that this feature was not at the expected level. A call to the local agency would have solved this problem because we would have brought the BBQ located in our second property for a temporary replacement. Once again, we received no complaint during the clients stay, and had no chance to fix anything that could have been defective.

10. We tested the TV along with the battery system : this is just that the micro-shortage between the general energy supply and the battery system shuts the TV off and put it in energy saving mode, due to electronic device sensitivity. Using the Power button on the remote control puts the TV on again (and it works with the inverter mode). Little inconvenience maybe, but does it deserves a 3/5 stars ? I let you decide.

11. True. But the Playa Coson lagoon, 2mn walk from Villa Sofia remained untouched and still looks wonderful. The right side of Playa Bonita, 600m further is also in perfect conditions.
The assertion that this erosion problem is ignored is pure invention (Where did you get this information ? Did you take time to get those "pseudo-infos" directly to the Playa Bonita Association or did you go yourself to the City Hall during your vacation to inquire at which point was the solution process ?). I don't think so, so please no free nasty comment ! Since the erosion took place during a recent storm, a commission is working on the problem, solutions have been identified and they are being implemented.

12. Yes. Problem identified and solved (took us 15 mn). This was a minor problem (there are about 50 windows in the property !) that obviously do not ruin a vacation I guess.... Or if the leak is enormous (which it was not, just an infiltration), it will surely be reported to the agency on the spot. Once again, we received no complaint during the clients stay, and had no chance to fix anything that could have been defective.

13. Hum hum.... The Villa Sofia parking is adapted to our guests capacity since it largely accepts 3 or 4 cars (7 seaters) plus 4-wheelers and bikes.... Unless coming with 4 Hummers H1 with only 2 people onboard each, I don't understand where the problem is ??? And even the four H1 would fit, I think ! LOL.

14. Completely true. We have washing facilities on-site. This is not an easily accessible place, but it is operated by our staff only. Our guests can ask the staff to wash their clothes whenever they want. Having problems with accommodating a nanny in a regular room and doing the washing up self seems very contradictory to me. For security reasons, our clients should not try to access the technical quarters. Elodie, the agency guests manager confirmed to me that she clearly explained that point to the clients.

15. The Pool Suite is described as it is in reality. The photos clearly show the reality of this suite, with the window giving in the pool. The website and listing ads all mention a Queen size bed in this room. Maybe a new indication of bipolarity disorder or the will to demolish our property for unknown reason....?

16. There is purple lighting only as indirect light around the master bedroom bed header and on the entrance wall, outside. To our knowledge, they all still work perfectly !
The audio light bulbs are not the equivalent of a big hi-fi system, of course; anyway, loud music is prohibited in the residence and all our guests were very surprised and pleased with this musical feature : original, easy to use and an excellent sound rendering for its size. Any smartphone, tablet or PC can connect and stream music in seconds : a bluetooth connection, and go !
This look like a very big anger !!!

17. Thank you ! I did not expect any compliment after all this ! This one is very moderate (garden landscaping), and strange since this is not the best asset of Villa Sofia... But I gladly accept it !

The concept of the house is to be open, with an outdoor living that reflects the way people live here; this not hidden in our description and all the plans and description we provide are accurate. Our guests, it is true, had the misfortune to come in a 2 weeks period with middling weather which resulted with more rain, more electrical failures and more mosquitoes than average. We have almost 11 months of sun per year here, but when it rains, it is tropical rain ! How could the vegetation could be so beautiful here without water ? Our guests notified us of the mosquitoes problems and we immediately fumigated the property. It is important to underline that this is not a problem concerning Villa Sofia or even the residence where it is located but the destination itself : when there is rain in a tropical country, mosquitoes multiply.... This is something very well known. We regularly fumigate the property. We understand that this can be an inconvenient to people who travel to an unknown country, but I understood that one of the guest was born and raised in the country and don't understand that it could have been so surprising to them.
Following this clients comments, we just bought several UV pest killers to help reduce mosquitoes problems.

Villa Sofia is equipped to welcome all types of guests and travelers.
All our guests who met inconveniences and notified them to us received a fast answer and we usually fixed their problem in a time frame of a few hours. The agency staff was very upset to read this since they have not been able to provide any help, not being notified by anybody of any defect !
I am always listening to guests comments to improve our service and offers; this is the best way to improvement, since every client is different and has particular expectations. I can't accept receiving so negative comments after a 17 days stay during which the only notifications received were about mosquitoes (go to Groenland for vacation !) and A/C not connected to the emergency electric backup ! All the rest of their critics had not been brought to our attention in 2 weeks !

Las Terrenas is a wonderful place, and Villa Sofia remains one of the best decored, equiped, serviced and operated rental villa in the region. We are proud of our 9 permanent direct employees, who have been dedicated to our guests for almost 10 years now, and of our indirect staff through the AIC agency. Our numerous 5 stars reviews year after year show our dedication to our guests comfort and service.

I am very surprised by this review using the words "low expectation" when written by someone having married a Dominican person and "traveling extensively" in this country.... He should know better how the life conditions are here... It seems he did not travel so much in the country, and don't know the local conditions. Whatever, this is the review from one person from this party, and the other members were really enchanted by their stay and did say it to our staff before they leave. Spoiled, bipolar or just angry ??? I don't know. Or maybe used to higher level accommodations (of course there are some, but it comes at 15K USD a week or more !) ? Villa Sofia is at the top of what you can rent in the area, and even if we are not at an outrageous luxury level, I still confirm that we really offer extremely good quality and service. And we sincerely dedicate to our guests comfort.

Patrick, owner.
Cette réponse est l'opinion subjective du représentant de la direction et non de TripAdvisor LLC
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