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Gigi W
Villa Florentina, Grimaud
格里摩港的点评
点评：VILLA FLORENTINA PORT GRIMAUD — AN APPALLING BOOKING EXPERIENCE WITH HOST SAMY CHAKROUNI
Please don't book this villa as we had an extremely distressing experience with the host and lack on transparancy for potential clients is extremely concerning.
We booked VILLA FLORENTINA, Port Grimaud, for a special occasion via booking.com for five nights. Our dealings concerning the reservation were with SAMY CHAKROUNI, the host responsible for managing the property.
We had been enormously looking forward to this holiday after an exceptionally difficult period for our family, including painful bereavements, and the trip meant a great deal to us.
Shortly before travelling, however, an unexpected dental emergency arose. Faced with uncertainty over whether we would physically be able to travel, we attempted to call Samy on the number provided at the time of booking. We tried contacting her several times to find out what our options were, but nobody answered the phone and, faced with the circumstances, we felt we had no choice but to cancel.
Within only a few hours - once the immediate emergency had been resolved we were okay to travel - we tried to reverse the cancellation and reinstate our booking. Again, we attempted to contact Samy by phone, but our calls went unanswered and we received no response to our messages.
This is where our experience became so distressing.
What struck me most forcefully throughout our subsequent dealings with Samy Chakrouni was what I personally experienced as an extraordinarily cold, dismissive and high-handed attitude towards our predicament, even after we had explained the emergency, the background of family bereavement and how much the holiday meant to us. The tone of the communication left me with a powerful impression of supreme arrogance, rather than any meaningful attempt to engage sympathetically with what had happened.
There appeared to us to be remarkably little interest in the circumstances that caused the cancellation, the fact that we attempted to reverse it within a matter of hours, or the considerable emotional and financial significance of the situation, with thousands of pounds at stake.
Having paid over £2,000 towards the booking, I expected our circumstances to be handled with a reasonable degree of professionalism, courtesy and consideration. I found the manner in which the situation was dealt with extraordinarily disappointing, particularly given the significant amount of money involved.
Nobody was asking for special treatment because we had experienced bereavements or an emergency. I fully appreciate that property owners have cancellation policies and commercial considerations, and that contractual entitlement and discretion are different things. But after explaining what had happened, we had hoped for some degree of humanity, courtesy and a genuine attempt to find a reasonable solution.
What we found particularly objectionable was not simply the outcome, but the arrogance, callousness and lack of basic courtesy with which our concerns and appeals were treated. A disappointing commercial decision is one thing; the manner in which a customer is treated while desperately trying to resolve an unexpected problem is quite another.
A customer’s experience with holiday accommodation does not begin when they walk through its front door. It begins when the booking is made, money is committed and communication with those responsible for the property begins.
Based upon our experience of booking Villa Florentina and our subsequent dealings concerning that reservation, I would not attempt to book this property again and would strongly advise others to consider our experience before doing so.
Hospitality is not merely the provision of a property. It is also about how people are treated when something goes wrong. Had I known beforehand that an unexpected emergency would be met in the manner we experienced, I would never have booked Villa Florentina.
I also regard it deeply concerning that with only three previous reviews visible on booking.com and nowhere else, travellers concerns and experiences are not being made publicly available.
It is clear to us that once Samy had our deposit, little else mattered and we are now left without a holiday in deeply distressing circumstances.
Please don't book this villa as we had an extremely distressing experience with the host and lack on transparancy for potential clients is extremely concerning.
We booked VILLA FLORENTINA, Port Grimaud, for a special occasion via booking.com for five nights. Our dealings concerning the reservation were with SAMY CHAKROUNI, the host responsible for managing the property.
We had been enormously looking forward to this holiday after an exceptionally difficult period for our family, including painful bereavements, and the trip meant a great deal to us.
Shortly before travelling, however, an unexpected dental emergency arose. Faced with uncertainty over whether we would physically be able to travel, we attempted to call Samy on the number provided at the time of booking. We tried contacting her several times to find out what our options were, but nobody answered the phone and, faced with the circumstances, we felt we had no choice but to cancel.
Within only a few hours - once the immediate emergency had been resolved we were okay to travel - we tried to reverse the cancellation and reinstate our booking. Again, we attempted to contact Samy by phone, but our calls went unanswered and we received no response to our messages.
This is where our experience became so distressing.
What struck me most forcefully throughout our subsequent dealings with Samy Chakrouni was what I personally experienced as an extraordinarily cold, dismissive and high-handed attitude towards our predicament, even after we had explained the emergency, the background of family bereavement and how much the holiday meant to us. The tone of the communication left me with a powerful impression of supreme arrogance, rather than any meaningful attempt to engage sympathetically with what had happened.
There appeared to us to be remarkably little interest in the circumstances that caused the cancellation, the fact that we attempted to reverse it within a matter of hours, or the considerable emotional and financial significance of the situation, with thousands of pounds at stake.
Having paid over £2,000 towards the booking, I expected our circumstances to be handled with a reasonable degree of professionalism, courtesy and consideration. I found the manner in which the situation was dealt with extraordinarily disappointing, particularly given the significant amount of money involved.
Nobody was asking for special treatment because we had experienced bereavements or an emergency. I fully appreciate that property owners have cancellation policies and commercial considerations, and that contractual entitlement and discretion are different things. But after explaining what had happened, we had hoped for some degree of humanity, courtesy and a genuine attempt to find a reasonable solution.
What we found particularly objectionable was not simply the outcome, but the arrogance, callousness and lack of basic courtesy with which our concerns and appeals were treated. A disappointing commercial decision is one thing; the manner in which a customer is treated while desperately trying to resolve an unexpected problem is quite another.
A customer’s experience with holiday accommodation does not begin when they walk through its front door. It begins when the booking is made, money is committed and communication with those responsible for the property begins.
Based upon our experience of booking Villa Florentina and our subsequent dealings concerning that reservation, I would not attempt to book this property again and would strongly advise others to consider our experience before doing so.
Hospitality is not merely the provision of a property. It is also about how people are treated when something goes wrong. Had I known beforehand that an unexpected emergency would be met in the manner we experienced, I would never have booked Villa Florentina.
I also regard it deeply concerning that with only three previous reviews visible on booking.com and nowhere else, travellers concerns and experiences are not being made publicly available.
It is clear to us that once Samy had our deposit, little else mattered and we are now left without a holiday in deeply distressing circumstances.
翻译：弗洛伦蒂娜别墅，格里莫港——与房东萨米·查克鲁尼的糟糕预订体验
请大家切勿预订这座别墅，因为我们与房东的互动经历极其糟糕，而且房东对潜在客户缺乏透明度，这一点令人极为担忧。
我们通过Booking.com为一个特殊场合预订了位于格里莫港的弗洛伦蒂娜别墅，预订时长为五晚。整个预订过程都是由负责管理该别墅的房东萨米·查克鲁尼与我们接洽的。在经历了一段极为艰难的时期之后——期间我们遭遇了痛失亲人的痛苦——我们一直满怀期待地盼着这次度假，这次旅行对我们来说意义非凡。
然而，就在出发前，突然出现了一场意想不到的牙科急症。由于不确定自己是否能够成行，我们试图拨打预订时提供的萨米的电话号码。我们多次尝试联系她，想弄清楚自己还有哪些选择。但是没人接听电话，在这种情况下，我们觉得别无选择，只能取消预订。
仅仅几个小时后——当紧急情况得到解决，我们又可以出行时——我们试图撤销取消指令并恢复预订。我们再次尝试给Samy打电话，但无人接听，发送的信息也得不到任何回复。
正是在这时，我们的经历变得极其令人痛苦。在后来与萨米·查克鲁尼的多次接触中，最让我印象深刻的是：即便我们已经说明了情况的紧急性、家中遭遇丧亲之痛的背景，以及这个假期对我们而言有多么重要，他对待我们的处境依然表现得极其冷漠、漠不关心且专横跋扈。整个沟通过程给我留下的强烈印象就是他的极度傲慢，而绝非试图以同理心去理解我们所经历的遭遇。我们觉得，对于导致预订被取消的缘由、我们试图在数小时内予以挽回的努力，以及这一事件所引发的巨大情感与经济影响——毕竟涉及数千英镑的损失——似乎几乎无人关心。
在支付了2,000多英镑的预订费用后，我原指望我们的特殊情况能够得到专业、礼貌且体贴的处理。我认为事情的处理方式极其令人失望，尤其是考虑到其中涉及的金额相当可观。
我们并没有要求特殊待遇，因为我们只是遭遇了丧亲之痛或紧急情况而已。我完全理解房产所有者有各自的取消政策及商业考量，也明白合同赋予的权利与主观酌情处理是两码事。但在说明了实际情况后，我们还是期望能得到些许人性化对待。这种礼貌态度以及真心试图寻找合理解决方案的意愿其实很重要。
我们觉得特别不可接受的不是单纯的结果本身，而是在处理我们的担忧与诉求时所表现出的傲慢、冷漠以及缺乏基本礼貌的态度。一个令人失望的商业决定是一回事；而当客户竭尽全力试图解决突发的问题时，对方对待客户的方式则完全是另一回事。顾客对度假住宿的体验并非从他们走进旅馆大门时才开始。这种体验始于预订之时——当顾客支付费用并与房产的管理人员开始联络时，体验便已开启。
根据我们预订Villa Florentina的经历以及后续与此预订相关的种种经历，我绝不会再尝试预订此处；同时我也强烈建议其他人在决定预订前先考量一下我们的经历。待客之道并不仅仅体现为提供一处住所而已。更重要的是，当出现问题时，客人能得到怎样的对待。倘若我事先知道会遇到我们所经历的那种突发状况，我绝对不会预订弗洛伦蒂娜别墅。
另外，让我深感担忧的是：在Booking.com上仅能看到三条过往评价，其他地方则毫无评价记录。这样一来，旅客的顾虑与体验便无法公之于众。对我们来说很明显，一旦萨米拿到了我们的定金，其他事情就都无关紧要了。如今，我们在极其痛苦的处境中一个假期也没能享受到。
请大家切勿预订这座别墅，因为我们与房东的互动经历极其糟糕，而且房东对潜在客户缺乏透明度，这一点令人极为担忧。
我们通过Booking.com为一个特殊场合预订了位于格里莫港的弗洛伦蒂娜别墅，预订时长为五晚。整个预订过程都是由负责管理该别墅的房东萨米·查克鲁尼与我们接洽的。在经历了一段极为艰难的时期之后——期间我们遭遇了痛失亲人的痛苦——我们一直满怀期待地盼着这次度假，这次旅行对我们来说意义非凡。
然而，就在出发前，突然出现了一场意想不到的牙科急症。由于不确定自己是否能够成行，我们试图拨打预订时提供的萨米的电话号码。我们多次尝试联系她，想弄清楚自己还有哪些选择。但是没人接听电话，在这种情况下，我们觉得别无选择，只能取消预订。
仅仅几个小时后——当紧急情况得到解决，我们又可以出行时——我们试图撤销取消指令并恢复预订。我们再次尝试给Samy打电话，但无人接听，发送的信息也得不到任何回复。
正是在这时，我们的经历变得极其令人痛苦。在后来与萨米·查克鲁尼的多次接触中，最让我印象深刻的是：即便我们已经说明了情况的紧急性、家中遭遇丧亲之痛的背景，以及这个假期对我们而言有多么重要，他对待我们的处境依然表现得极其冷漠、漠不关心且专横跋扈。整个沟通过程给我留下的强烈印象就是他的极度傲慢，而绝非试图以同理心去理解我们所经历的遭遇。我们觉得，对于导致预订被取消的缘由、我们试图在数小时内予以挽回的努力，以及这一事件所引发的巨大情感与经济影响——毕竟涉及数千英镑的损失——似乎几乎无人关心。
在支付了2,000多英镑的预订费用后，我原指望我们的特殊情况能够得到专业、礼貌且体贴的处理。我认为事情的处理方式极其令人失望，尤其是考虑到其中涉及的金额相当可观。
我们并没有要求特殊待遇，因为我们只是遭遇了丧亲之痛或紧急情况而已。我完全理解房产所有者有各自的取消政策及商业考量，也明白合同赋予的权利与主观酌情处理是两码事。但在说明了实际情况后，我们还是期望能得到些许人性化对待。这种礼貌态度以及真心试图寻找合理解决方案的意愿其实很重要。
我们觉得特别不可接受的不是单纯的结果本身，而是在处理我们的担忧与诉求时所表现出的傲慢、冷漠以及缺乏基本礼貌的态度。一个令人失望的商业决定是一回事；而当客户竭尽全力试图解决突发的问题时，对方对待客户的方式则完全是另一回事。顾客对度假住宿的体验并非从他们走进旅馆大门时才开始。这种体验始于预订之时——当顾客支付费用并与房产的管理人员开始联络时，体验便已开启。
根据我们预订Villa Florentina的经历以及后续与此预订相关的种种经历，我绝不会再尝试预订此处；同时我也强烈建议其他人在决定预订前先考量一下我们的经历。待客之道并不仅仅体现为提供一处住所而已。更重要的是，当出现问题时，客人能得到怎样的对待。倘若我事先知道会遇到我们所经历的那种突发状况，我绝对不会预订弗洛伦蒂娜别墅。
另外，让我深感担忧的是：在Booking.com上仅能看到三条过往评价，其他地方则毫无评价记录。这样一来，旅客的顾虑与体验便无法公之于众。对我们来说很明显，一旦萨米拿到了我们的定金，其他事情就都无关紧要了。如今，我们在极其痛苦的处境中一个假期也没能享受到。
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