Thanks for your review, we always appreciate feedback. We are sorry that you had such a long journey and that you seem to have had problems finding the house. We did send detailed directions and extensive information about the house prior to departure and understand that you had not taken these with you. After contacting us en-route we responded in less than 5 minutes with the GPS co-ordinates.
Unfortunately, the owners had made a mistake with the dates of your booking and were not expecting you, for which they were very apologetic and quickly prepared the house for you to stay overnight. We understand this was stressful for you and we (Friends of Tuscany) were in regular communication from your arrival time and offered to move you to alternative upgraded accommodation the next day, which you accepted. Andy was delighted to meet you the next day, show you your new upgraded accommodation and agree to financial compensation. He also provided you with 10 litres of complimentary chianti wine and free range eggs.
We are pleased that we were able to help ensure you enjoyed the rest of your holiday and can only apologise again for your first night inconvenience.
The reason communication is with Friends of Tuscany and not the owner directly is so that we can provide an immediate service, in your own language, if on the rare occasion something might go wrong, as it unfortunately did in this case.
I’m sure the rating on the review was based on the owner’s mistake, not on the quality of the property as we have had many guests who have had a great holiday here. Please rest assured that the owner remains extremely apologetic and has put procedures in place to make sure that they are always prepared to welcome any future guests.