Respuesta: We are sorry that this was the impression you took away from your stay, although we believe that some of the points you mention require a little context.

Firstly, we always try to treat every guest with kindness, attention and respect, as can also be seen in the vast majority of reviews from people who stay with us. Naturally, the perception of a personal interaction will always have a subjective element and, after many years of welcoming guests from all over the world, we also know that friendly and pleasant communication works best when there is the same willingness on both sides.

Regarding the wine, it is true that **we do not serve wine by the glass**, nor do we advertise that we do. We offer bottles in different sizes and, precisely for guests travelling alone or wishing to drink only a small amount, we have **small bottles equivalent to approximately two glasses of wine**. It is therefore not necessary to purchase a standard-sized bottle in order to enjoy wine with dinner.

As for the route you followed on foot, we are sorry that Google Maps directed you along a longer route, but the routes calculated by an external navigation service are obviously beyond our control. Precisely because we know that navigation apps do not always suggest the best route for pilgrims walking the Camino de Santiago, **whenever we have a guest's email address, we send specific directions before arrival, including information designed to avoid unnecessary extra walking**.

We are pleased, in any case, that you appreciated how well A Casa Antiga do Monte is looked after. We put a great deal of effort into caring for the house and its gardens and, in the same way, our team strives every day to offer all our guests attentive and courteous service.

Of course, no establishment can ensure that every single person leaves with exactly the same impression, but we believe that **the experience consistently reflected in the overwhelming majority of our guests' reviews provides a fairly representative picture of the way we normally welcome and look after those who stay with us.**

Respuesta: We are sorry that you left with this impression, but we believe some important context is necessary.

As you acknowledge yourself, the reservation was made for one guest, while two guests arrived. At check-in, the issue was therefore not created by our staff: the reservation simply had to be corrected and the corresponding amount for the second guest paid. Although your review now describes this as a straightforward mistake which you fully accepted, unfortunately, that was not quite the attitude we encountered while trying to resolve it at reception.

Our team corrected the booking and accommodated both guests. The fact that the room had a double bed is unrelated to its booked occupancy: a double room can perfectly well be reserved for single occupancy. A double bed does not mean that a second person is automatically included in a reservation made and paid for one guest.

Regarding the luggage, A Casa Antiga do Monte is a rural accommodation, not a full-service hotel with porter service. Our staff always try to assist guests with luggage whenever their duties and availability allow, but porter service is not among the services we advertise or provide.

We are also surprised by the statement that no information about the facilities was provided. Information about our accommodation and services is available before booking, and our team is always happy to provide any additional information requested during the stay.

We have been welcoming guests for almost 30 years, including many thousands of international visitors, and we know very well that good hospitality requires courtesy, understanding and flexibility. We also know from experience that successful communication works both ways. Empathy cannot reasonably be demanded exclusively from one side while the attitude towards the person trying to resolve one?s own booking error makes that interaction unnecessarily difficult.

We regret that you did not enjoy the experience despite describing the property itself as ?fabulous?, but we cannot agree with presenting the correction of a guest?s own booking mistake as evidence of a lack of professionalism or customer service.

After almost three decades welcoming travellers, the overwhelmingly positive experiences shared by our guests are, fortunately, the best reflection of how we treat those who stay with us.