Hi Marcello, gosh we are very surprised by your review. We have never had complaints from our previous guests in Genziana. Our resort rep informs us that the welcome spot has never been an issue for guests arriving by bus. Moreso, a taxi service sometimes is offered in the quieter times but it is a courtesy service, nothing more. More so, our resort rep informs us that you knew the cost of taking the taxi to the apartment and agreed the tariff rate then. So we are at a loss why you never complained at the time, and why it is an issue now for you.
When you sent our colleague the photo of the broken bed the owner came promptly to take away the broken fixture to mend.
It is untrue that she visited you every night. She only came to see if everything was alright on the 1st night and the evening before your departure day. She mentioned that the check out needed to be by 9am, because the tunnel to leave the resort was closing at 10am that day. She was advising you to do. Perhaps you were unable to understand her Italian.
We further understand that no complaint was made regarding the noise. Guests normally ski all day so any dog in the apartment would make some noise.
Our resort rep also has informed us that you left Genziana in a very dirty and unacceptable way; with lots of rubbish everywhere. This was not in the house rules and we expect our guests to leave every self-catering apartment in the way they found it.
Again, we provided contact details for our resort rep on your arrival instructions and Welecome pack. So we are confused as to why you did not contact them during your stay but only after. With this angry review and a very high unfair refund request. We would advise hosts against this guest. What they say and what the actual experience has been are two very different things. Thank you.