“Attention”

Respuesta del propietario: Mr Goncalves provides a very selective view of events. The detail on the Holiday Lettings web site, home 32231, under “How to get there” clearly states - 'If you use Car Hire, then key transfer is via our taxi driver outside the apartment. Fidelio needs to be paid a one off fee of €20 for the service.’ The stay was in August. Emails I sent to Mr Goncalves in June 2023 also outlined the need to pay for the key transfer: Le dim. 18 juin 2023 à 16:36, a écrit “Please let me know if you will need my taxi driver @€25 each way or will be hiring a car, in which case my taxi driver will meet you at the apartment and give you the keys. There isa one off charge of €20 for that service and you can leave the keys in the apartment when you leave.” 27/06/2023 14.16 email indicated “Attached is the information about the apartment [The Final Payment], some additional information [Additional Information] and detail how to get to the apartment [By car to the apartment]. The Final Pay document said:.” I do not live in Madeira and I keep the transfer of keys very tightly monitored, for security reasons. My taxi driver Fidelio does the key transfer, regardless whether the guest is hiring a car or using the taxi. When it is car hire, Fidelio will meet you near the apartment. Y…….. Fidelio is a working taxi driver, so he needs to plan his time. The charge for the handover of the keys is a one-off payment of €20.00, payable direct to Fidelio. He needs to be paid for his time and gas. Then you can just leave the keys in the apartment when you leave.” The Additional Information document states under Transport: “As an exception, [if you hire a car from the airport], we can arrange for you to pick up the keys also from Fidelio at snack bar Mare, outside the apartment block. Fidelio needs to be paid for the effort @ €20.00. If the flight is delayed arriving, please inform Fidelio.” By Car from the Airport to Aylevarroo Apartment Document. “Firstly, immediately you have picked up the car, you need to call/text my taxi driver, to tell him you are leaving the airport. If you experience any delays, please also let Fidelio know new ETA. Fidelio is a working taxi driver, so he needs to be paid for his time and travel to the apartment. The fee is €20, payable direct to Fidelio. I keep very tight control of the keys, for mine and your security Goncalves states “We wrote to her twice that we were willing to pick up the keys for free wherever and whenever she wanted.” I am not sure which bits of the emails I sent about payment for key transfer, Goncalves did not understand. Goncalves says “We checked the TripAdvisor protection policy: it is clearly stipulated that any payment outside their platform voids the guarantee.” The payment to TripAdvisor/Holiday Lettings is for accommodation. TripAdvisor / Holiday Lettings agreed that the request for payment for the key transfer was a valid request and asked Goncalves to pay the fee. Goncalves says: “The stay went well and two days later, we received an order to pay an additional 70 pounds! Mrs. Connie's cleaning lady would have passed us leaving the apartment and there were 4 occupants instead of 3!! We never met his cleaning lady.” The apartment block is located in a very small community. My guests are always seen coming and going and are made to feel very welcome by the local restaurants and community. Three people were registered to stay in the apartment. Mr Goncalves paid TripAdvisor and they paid £428.00 me for 3 persons. @ £360 per week when 2 people share and £10 per day of each additional person up to 2 extra persons, less my fee to TripAdvisor. The payment covered 3 persons in the apartment, that week. My housekeeper witnessed 4 people leaving the apartment block, 2 adults and two teenagers, one male and one female. I brought this to Mr Goncalves attention. He denied the 4th person was staying in the apartment. Thankfully guests with Mr Goncalves attitude towards renting a holiday apartment are rare.

Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC.

“Awesome Holiday Home”

Respuesta del propietario: Luca, Thank you for your kind and positive review. It is much appreciated. I look forward to seeing you return one day. Connie Penn

Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC.

“Perfect place to stay!”

Respuesta del propietario: Shelley, Thank you so much for your lovely generous review. I am so pleased you enjoyed your holiday so much and plan to return. I am also delighted that you took the time to enjoy what the penthouse has to offer, well equipped with superb ocean views and also took time to explore the wonderful island. The penthouse is also my home from home and I entertain a lot when I am there. Fidelio is a treasure, fluent English, local and very obliging. I am pleased you found the public transport clean and efficient. I never hire a car, even when I am there for 6 weeks, because the bus service is so good and I use Fidelio at other times. Thank you again for your review. Much appreciated and I look forward to you being able to stay again very soon. Connie G. Penn.

Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC.

“Wonderful view, well-equipped flat and helpful owner”

Respuesta del propietario: Delphine Thank you for the very positive review. Glad you liked the view, it is something special and I also love listening to the water lapping on the sea shore. I was pleased to be able to accommodate your last minute flight cancellation. There is nothing more stressful. I hope that you will return again soon. Thank you Connie G. Penn

Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC.

“Superb, very spacious, clean and very well appointed apartment.”

Respuesta del propietario: Brian & Lynne. Thank you so much for your in-depth review and for your very kind words. I am absolutely delighted with your comment that it "was like being invited into someone's home", because that is how I want it to be - "a home from home" for my guests. Indeed that is what the apartment is for me - my home in Madeira. I entertain in the apartment a lot when I am there. That is why the "kitchen wants for nothing". Thank you very much again for taking the time to write the review. It is much appreciated and I look forward to being able to rent the apartment to you again in the future. Connie.

Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC.

“Amazing Views”

Respuesta del propietario: Thank you for your very positive review. We are very lucky to have a view east, north and west because of the veranda which surrounds the penthouse on three sides. The internet is now very much better, because I have installed repeater switches in the west facing conservatory and in the bedroom. Thank you again for your positive review it is very much appreciated. I look forward to welcoming you back in the future.

Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC.

“Great apartment - great location”

Respuesta del propietario: Joan, Thank you for your wonderful review, much appreciated and for taking the time to submit it. It is indeed a wonderful location. I look forward to your return next year. Connie G. Penn

Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC.

“Superbe”

“Just great!”