Dear Antony,
thank you so very much for your review - it really means a lot thank you! We have had reviews since the 'November one' through Owners Direct however not on Trip Advisor - to receive comments like that were quite upsetting to say the least!
It would be great to see you again - just let me know when is a good time for you. It was lovely to meet your family this time Antony and anything I can do to help with your plans to come back, please let me know.

Take care
Louise

Thank you for your second review Johnny B / Heather following the one already left on Owners Direct. I am sorry to hear that you didn’t enjoy your stay at Chilbury, I genuinely thought you had all enjoyed the villa and area. Chilbury is booked continuously and mostly regarded as a well maintained villa catering for every need. We work hard to please all of our guests, I am sorry that Chilbury fell short of your expectations.

Chilbury is my home and business. I take the condition of the villa and the time guests spend there very seriously. I am driven to create a ‘home away from home’ where people feel completely relaxed and provided for.

I certainly did not say that Chilbury was due for refurbishment or give any excuses as to why the villa should be less than perfect. I listened to the points raised and respected your wishes by responding immediately. I am not sure why this has been stated in the second review as it is just not necessary to refurbish a property to add spoons or provide tea towels and it is not in my nature to be unhelpful.

I would like the opportunity to respond and inform potential guests how ALL of the points, raised in the 2 phone calls made to me, were dealt with mostly within the hour:
- Shower curtains were not mentioned to us during the holiday - however the 2 shower rooms do have curtains.
- Bath mats/hand towels were there.
- In addition to the 24 spoons (of 3 different sizes) already in the drawers we provided 8 more spoons along with further cups/glasses. The cupboards are very well stocked with cutlery and crockery etc. The reference of 2 tumblers almost implies that there are not over 20 other glasses in the cupboards and I am really sorry that the mug with a snowman on it, offended you.
- Tea towels hadn’t been left, I am very sorry about this, it was a genuine oversight and we provided them immediately.
- The parasol was not broken however it was not at your desired height – we extended this for you with the little lever at the side of the parasol pole that allows it to slide up and down.
- A leaky kettle was not reported to us and only brought to our attention via your Owners Direct review. We can find no fault on checking it – kettles can leak if filled beyond the max level.
- The washer didn’t work as the child lock had been pressed – I was a little perplexed at first as we have no need to use this function, however once I realised what was wrong and on releasing the child lock, I left the machine happily doing laundry. The housekeeper has since used the machine and had no problems.
- 1 bulb from the trio of spotlights and a battery from 1 handset were replaced.
- We had 3/8 sun loungers broken; we did ensure there were 5 sun loungers, enough for each guest in your party, however I respected that you did not like the sun beds with thick mattresses by the pool side and we supplied 2 more standard loungers in the afternoon of your first day. The rattan on the outside furniture has deteriorated towards the end of the season, whilst I don’t think this is an eyesore and whilst still being comfortable to sit on, it will be replaced.
- Hot water is solar powered with an immersion heater booster if needed. The immersion was working when last needed; the problem reported on day 3 was dealt with instantly! Hot water elements can gradually corrode overtime in the water and they can also fuse when the immersion heater is left on for too long. To reduce the chance of this happening in the future there will be a timer fitted.

In another review that you left on Owners Direct earlier this week, you have referred to my villa as being neglected, needing money spending on it and poor value for money. Chilbury is 15 – 35% less in price to neighbouring villas as all bookings are made directly and not via a third party. Chilbury is a charming stone villa in a peaceful location minutes from restaurants/beaches. We don’t charge extra for welcome packs, ac, Wi-Fi, or baby equipment. We take pride in our high standards of customer care, maintenance, cleanliness and I am interested to see genuine ‘like for like’ comparables offering better value.

I feel this is not a fair, justified or deserved review. I did use the word balanced in my previous response however I appreciate that you have now acknowledged the size/location of Chilbury, courtesy welcome pack and late check out. If there was something you just didn't like or something you wanted more of or when there was a genuine problem with the water element - we were on it and delivered instant service with a smile. I would like to point out to people reading this review that the previous guests left less than 24 hours before Johnny and Heather’s arrival and left much different feedback of their experiences.

It is not pleasant to put your heart into something and have both your work and home pulled to pieces. I am not sure how exactly we managed to lose 3 stars overnight – especially as you told the housekeeper how lovely Chilbury was and that you would like to come back at some point - however you are only as good as your last review.

I do note that on Owners Direct you have used the name Johnny B and on TripAdvisor you have used the name Heather Noblett and as they are written in different styles with different titles, it could imply that they are 2 separate reviews.

We have had a great year at Chilbury Mortimer and met some lovely people. In light of the other glowing reviews, one theory maybe that those people came on holiday and enjoyed Chilbury. The response that we generally receive gives me the confidence that the service we offer and Chilbury itself are what the majority of people want. I would like to thank all of my customers who have holidayed at Chilbury and it is always a pleasure to welcome those who do return.

If you would like to stay at Chilbury Mortimer and have any concerns at all I am more than happy to send further testimonials and photos.

Best Wishes Louise

Hi Alison,
Thank you so much for taking time out to write a review on Chilbury Mortimer - it's so rewarding to have such wonderful feedback! It was a pleasure to be able to help you and I am so happy that you all had a great time :)

Take care and please keep in touch

Louise

Hi Martin,
Thank you so much for taking time to review Chilbury Mortimer; receiving such positive feedback means a lot to us ... thank you!
I am so happy that you had a wonderful holiday and enjoyed the villa / surrounding area. Please let me know if you have any plans to return to Cyprus as it would be our pleasure to welcome you back :)
Take care, Louise

Thank you so much James for your lovely review. I really want to make sure that the villa is in great condition and that we offer the best possible service - I have a lot of help from my maintenance team and your feedback is a great testimony to them. It means a lot, thank you! It was our pleasure to welcome your family to Coral Bay, please keep in touch :) Take care, Louise

Hi Samantha,
Thank you for your lovely review and special congratulations on your engagement whilst staying at Chilbury! Of course you have to come back at some point to celebrate and it will be our pleasure to welcome you! Champagne on ice waiting for you and your fiancé!
Take care, Louise