Firstly I'd like to point out that it is unfortunate that the Johnsons feel this way regarding our residence. We strive to make our guests have the best stay as possible and it saddens us that it was not the case for them . This is the first time that guests have said they will not return to the house.
With regards to the house being a "Luxury" villa. The residence includes TVs in every room, 3 bathrooms ensuite, pool, 2 out door bbqs, fire pit, ACs in all rooms , outdoor fire pit, underfloor heating, wireless sound system operated via ones mobile with indoor and outdoor sound in each room, internet , towels and cotton and linen sheets and all sorts of kitchen appliances to mention a few. I do not know what more is expected to define a villa as "Luxury" but I would believe this would suffice.
With regards to the bedroom issue. Mr Johnson has said it is too damp in 1 room. It is the first time we have had such a complaint, will review this and if this is the case will make sure to rectify the problem if any. We have had other guests staying before and after and none have complained about this. Regarding the second bedroom I accept that there is some light coming in as we still need to put screens however there is an air-conditioner and therefore the heat problem should be solved by having the AC on as is the case in most places in Malta in summer in any case.
I'd like to point out that the house , while being secluded is not in the middle of nowhere and in the interest of transparency I have always specified how far it is from closest town , shops etc on airbnb page. For the record the closest town centre with super market etc is 5min away by car as are a number of Malta's dining establishments, bars and clubs (in the Rabat and Mdina area). Rental of villas with pools in Malta and Gozo will typically preclude these from being in town centres.
My property manager always goes through a detailed check-in with our guests and . We even leave a sheet with all the details in the house. She has done this with the Johnsons too. I would also like to point out that prior to their arrival, we tried on numerous occasions for 4 days to contact the Johnsons before their arrival to plan a proper check in and they only informed us of their scheduled arrival time at 3am on the day of their arrival when they were landing at 11am. This left us with little time to prepare particularly since it is peak season in Malta and we had other check-ins etc. to look after. I even sent a driver to wait for them at the airport and take them to the house and he waited patiently for over an hour till the Johnson family sorted out their car.
I agree with Mr Johnson that it is better to have a car (in general this is the case in Malta) as this provides more flexibility to get around than constantly having to be reliant on a taxi service. This is also specified in my airbnb details for the listing.
Notwithstanding that we have agreements with a number of taxi services that know exactly where the house is (including the driver who met them at the airport) and have been used by other guests on numerous occasions. We provide this information upon arrival to our guests and also leave some business cards with contact details in the house.
Both my property manager and myself are also always available to guests who can contact us via airbnb, (Hidden by Airbnb) , email, text or phone. We are always very fast at responding. Every time the Johnsons had a request regarding shops, closest amnesties etc. we always responded promptly. My property manager even drove Mr Johnson to show him where some shops could be found on the day of arrival. We also asked several times via (Hidden by Airbnb) if anything was needed . We even left extra baby stuff such as baby sterlisers, bottle warmers and even baby powder for the Johnsons upon their arrival knowing that they had a newly born with them .
On a final note we will take on board all that was highlighted by Mr Johnson to ensure that there are no issues with the house and always use feedback from guests to improve our standard and service . Guest satisfaction is our top priority and we want to ensure that fall our future guests will have an amazing experience when staying at the house.