Sealand Villas レビュー 302

Stolen jewellery at our Villa. We would warn anyone against booking with Sealand Villas and their incompetent, rude and unprofessional staff.
I have delayed writing a review of our experience with Sealand Villas management company because we were hoping for a resolution to the theft of my jewellery from our Villa. There has been no resolution.
Some £8,500 of gold jewellery was taken from our Villa during our stay. No sign of any forced entry to the property; a targeted theft with no other items taken and no disruption in the villa. We filed a police report with the Guardia Civil and they also believe this was an inside job by someone who had prior access and knew what they were looking for, though to date this cannot be proved (as well the management company know). During our stay, we had multiple staff entering the property due to several problems. This included cleaners, electrician, grounds keep, maintenance, pool cleaner.
Sealand Villas didn’t even bother to contact me when told about the theft by both myself and the police. They had no explanation for why they didn’t reach out to me. When we eventually went to their office and demanded a meeting, their staff were rude, defensive and completely unwilling to take any responsibility. They told us they would conduct an internal investigation. This has not happened. We have repeatedly emailed them for an update and had little to no response. One staff member - Javier- even wrote to me the day after the break in to tell me that it was my fault the jewellery was taken as we had not used the safe provided - a safe that was inaccessible from day one of our stay. A terrible way to handle a situation in which your customer is clearly devastated by what had been taken.
Insultingly, we were offered a mere €150 by way of compensation by Sealand Villas - to be clear, £8500 of irreplaceable jewellery was taken, three days of our trip were ruined, we were not offered any alternative accommodation after the break in and so had to pay for a hotel in Palma and leave early as we did not feel safe staying at the Villa. All they volunteered to do was change the locks - the absolute least they should have done considering! We agreed to this to protect future customers.
Their response to this review will be that it is a police matter and they are fully cooperating. Yet they do not respond to us, they have ignored emails, do not tell us of any update, offer no apology and I have not even had a single member of their management team contact us. We even wrote to the owner of Sealand Villas and have had no response from him, which I find negligent but not surprising. Booking.com have also denied any responsibility as the booking agent and refuse to look into this.
I am shocked and appalled at the treatment we received from Sealand Villas. I believe the company have done nothing to stop this from happening again and have ignored any calls to action. I also believe this is not an isolated incident as neither Melanie nor Esti seemed in the least surprised to hear of it. The worst experience I have ever had with a company and they should be held to account.
As an addition, the villa itself was very tired. We arrived to a filthy pool, a broken wardrobe, no working safe and brown running water. Javier at the company proudly informed me they fixed all the problems we faced yet he missed the point that these should never have been problems in the first place. I hope the owners of the villas are made aware how negligent this company are.
This company will gladly take your money but take no action when something goes wrong and will likely blame you in the process.

EDIT:
A response to Sealand Villa’s message below (which is the same they copied and pasted from Trip Advisor)
1. The safe you provided was not in use in locked from day one. Therefore we COULD NOT USE IT. This they are aware of as we informed them during our meeting
2. At NO point did we refuse the locks to be changed. This is a blatant lie and an outrageous one to make on a public platform. As provided on trip advisor, we have email exchanges during our stay to prove we were waiting for your locksmith after the police appointment to take fingerprints.
3. As you also know and have admitted to, nobody contacted us to talk us through ‘procedure’ - we were ignored even when the police contacted Melanie. We had to find your office and demand a meeting. At which you were rude, defensive and unprofessional.
4. As you also know, I DID have comprehensive travel insurance but such insurance is always capped low with regards STOLEN personal possessions. As you were informed by email.
*the company have flagged this review as defamatory and I have been forced to edit it. That is despite giving them multiple chances to engage with us to resolve before I was forced to leave any reviews.

SUPERB PLACE!!!. This place made our holiday one of the best! The owner made sure everything we needed are there just like living in our own home. It was clean, homey and the outdoor kitchen was the best! I can go back here over and over again!

We booked a 4 bedroom villa in Majorca. On the advert advertised as 4 bedrooms sleeping 7 people.When we arrived at the property they had shut off 2 of the bedrooms and were unusuable. So now only a 2 bedroom villa but didn't inform us it had changed. We went straight to their office in Pollenca to let them know it was only 2 bedrooms. It was Easter Saturday and the office was closing within the hour. They were very unhelpful and said either stay there & they will see if we can get us a 10% discount or have a refund & have nowhere to stay. They said they had no other 4 bedroom properties available due to it being Easter and full. We quickly looked on their website and there were plenty 4 bedroom villas available. We enquired why can't we transfer to one of them & they said no they were in a different price bracket. Having been left to sit it out & staff just carrying on working the clock was ticking. I said could we pay extra for one of the other villas as we were getting desperate & their attitude soon changed to yes of course which villa would you like! They agreed for a payment of an extra 600 euros. We had no choice but to pay with no where else to stay. At the villa we had nothing but problems everyday such as no heating, no TV, no wi fi, no exterior lighting etc. New furniture deliveries, pool engineers, heating engineers, owners coming round. Disturbing the holiday everyday. I put in a complaint and they offered 120 euros compensation for the inconvenience. However, they charged me 40 euros for the bank transfer. So having to change villas to a villa that had problems put us out of pocket by 520 euros. Sealand villas were very unsympathetic and avoided replying to emails. Their office in Pollenca is also an unmarked building on an industrial estate way behind Lidl obviously wanting no one to find them & they were very surprised when we initially turned up after visiting many buildings in the area asking where Sealand Villas were.

The booking process was easy and friendly. I booked a long way in advance, so I was happy not to have to pay a huge deposit. The villa we stayed in was fantastic and perfect for us. I have booked again for next year.

La Villa era stupenda, meglio ancora delle foto.
Posizione perfetta, non centrale nel caos, leggermente fuori, a 10 minuti dalla spiaggia

Excellent communication and very helpful when needed. Very friendly and quick to answer any emails.
Thank you for all your help!

Encantados con la casa! Destacar el trato ofrecido . De 10.

Clear instructions to access property but I could have done with a post code or easier address of property fortunately my son had put a pin on the map so went straight there it would just be helpful for guest to do this.seal and kept us informed and we were pleased with the mid week clean lovely staff so happy and polite
Overall the Villa was perfect would certainly return very happy family holiday
Thank you

Beautiful location, beautiful house. Amazing

Goede, duidelijke communicatie en supersnelle reactie bij vragen.

Fab company to book through. Friendly communication and very easy to deal with. What a superb villa in a lovely location in Bonaire, Majorca. We’ve had a lovely holiday. Villa was very clean and well equipped. We’ve identified a few improvement areas - would benefit from a second gate key (large groups don’t always all go out together and the gate could not be opened without the key). Also larger chopping board, a dishwasher tablet per day and tea towels to dry utensils that have been washed by hand. Some printed guidance on local recycling points and what can / can’t be recycled would improve the amount of recycling achieved. None of these are reasons not to book with this company. We will be booking with Sealand Villas for future holidays. Thank you !!!

Flawless communication! Clear and accurate instructions!

Villa was very nice! Improvements required - cleaners failed to provide mid-stay clean. Cot provided was in poor condition & mattress was too small for the frame - replacement which arrived the following day was dirty!

Great property and easy remote access. Prompt response to any question from Sealand.

Always kept well informed throughout the booking process. Apartment was well equipped and very clean and spacious. Fantastic location that would be hard to improve on. Very competitive price.

Great service and amazing villa. Thank you

On arrival at our villa, which we were not allowed to arrive early to book in due to cleaning! Bird poo all around the pool area which I accept happens but this was clearly a build up of several days as it was never even remotely this bad throughout the rest of the week. No hot water as the boiler had broken, the maintenance team did attend the next day but we're unable to repair for several days, now I understand things break but again someone had put a sheet on the floor where it was leaking showing that they were aware of the issue and how come the cleaners didn't realise they had no hot water to clean the floors. The reason we spend the extra money on a villa is because my son is autistic, no hot water caused him some distress as he likes a bath before bedtime but couldn't and subsequently this caused us more stress. The washing machine was broken, again something the cleaners should have been aware of, this was not repaired during our stay, causing issues as we deliberately travel light and wash clothes on holiday. On the surface the villa was clean but you only had to move any furniture or beds to find layers of dust. Several items were either broken or showing serious signs of disrepair, the oven wasn't fully functioning and a gas ring didn't work with the knob hanging out of the oven, looking at previous reviews this was reported but still not fixed.
The villa itself is lovely and in a great location, the owners attended and we're also unhappy about the state of the property where it is being mis managed by Sealand villas, once I started to contact them more about the issues they either didn't respond, took their time or didn't answer the question. Very disappointed especially due to the amount of money spent and a refusal to give a partial refund due to the issues raised.

excellent place, short walk to the sea and town center.

We stayed in a villa booked through this company and lots of things went wrong. They completely ignored us when we emailed them a few times. We don't recommend using them at all, they don't care about good customer service at all.

Great stay and fantastic villa.

Outdoor space (pool and garden) was lovely and great way to spend days in Pollenca. Villa itself is large spacing and was kept really tidy.

25 min walk from the port so perfect location to have a stroll for dinner/drinks!

Hosts were super helpful and responded to any queries we had. Would recommend.