Disappointing Experience – Poor Cleanliness, Maintenance Issues, and Dismissive Service

Our family booked a property through Cape Villa Rentals for what was meant to be a very meaningful farewell holiday. The location itself is absolutely stunning, set in a private nature reserve with breathtaking sea views. Sadly, our overall experience was far from what we expected for the price and description and promises made by the rental agent for this to be ten times better than the photo’s. From the moment we arrived, the house felt cluttered and poorly maintained. The garage was very untidy and too full to park any cars in, the kitchen surfaces were covered with items, and many utensils and appliances needed cleaning before use. Several cupboards and drawers were full of personal belongings, leaving little space for our own. The bathrooms had leftover toiletries, and the open shower when in use leaked towards the beds in the room, which we had to constantly mop. The biggest frustration was having no hot water for the first two nights. Despite multiple calls and messages, the issue wasn’t properly resolved until a technician disconnected the solar control system on the third day. For two days, our family had to use cold water or carry buckets of hot water upstairs. The owner’s response at the time was unhelpful and dismissive, even suggesting we shower at her other home across the road or use the outside shower as that has hot water. Housekeeping which we paid for was inconsistent, the second visit was largely incomplete, and it was clear expectations hadn’t been communicated. Several items, including outdoor furniture and door handles, were unsafe or in poor condition. When we raised our concerns after the trip, Cape Villa Rentals denied that any of this could have happened, claiming no one had ever complained before. Instead of engaging constructively, their response was defensive and dismissive, which added to our disappointment. It saddens me to leave a negative review, but given the significant cost and emotional importance of this trip, we feel it’s only fair to share an honest account. The setting and potential of this property are undeniable, but in its current state it feels more like staying in someone’s personal home than a professionally managed holiday rental. With better cleanliness, maintenance, and customer service, it could truly offer a five-star experience, sadly, that was not our reality. Definitely not worth the premium price and definitely not worth the premium price. The advertising and assurances given by Cape Villa Rentals were misleading, and their follow-up after our stay was evasive and dismissive. We expected professionalism, accountability, and at the very least an apology — but instead were met with denial and defensiveness. Guests should be aware that the property and service do not reflect what is promised online or described by the agents