Avoid Keyshore!!!

Keyshore have to be the worst property rental service that we have ever used. The amount of problems that we had with the villa and the awful customer service we received from Keyshore has to make our last holiday the worst we've had in the 15 years that we have been staying in villas in Cyprus. - We arrived to a dirty pool that had obviously not been cleaned prior to our arrival, unlike all the other companies we have stayed with - The air con in the living area wasn't working when we arrived - The cupboards in the kitchen were full of dirty dishes, and frying pans that looked ancient with all of the metal showing through where the coating been scraped off with use. There were no saucepans at all, so were unable to even boil an egg, which is ridiculous for a 'luxury' villa. We arrived on Saturday and the earliest we were able to speak to anyone from Keyshore was on Monday morning as the office closes all weekend - We emailed a few days after our arrival to point out that the side and the end of the barbecue was broken off. We received a very unhelpful email were they tried to convince us that was how a traditional Cypriot barbecue should look. I can assure you, this barbecue was definitely broken as I have used many throughout our holidays in Cyprus. We were advised to use a grill rack on the barbecue and to cook on that. However, as this would mean balancing the rack on a slope (which would make it be very easy for a child to knock it off the barbecue, which is not acceptable from a health and safety point of view). We were also only supplied with two very dirty grill racks and no cooking utensils to use on the barbecue at all - The cable on the iron was so badly damaged that the wires were showing in several places, also very dangerous. The outside lights have been badly damaged, and one has the cables showing as well - The pictures that are used on websites advertising the villa are actually incorrect. The downstairs has been rearranged since the pictures have been taken in order for the 4th bedroom to be made. The downstairs actually looks more spacious than it is, as the living room on the pictures is now a bedroom and the furniture that was in that room is now crammed into the dining area. The chair that won't fit in, and that has been left in the 4th 'bedroom' is very dirty and stained - this room incidentally has no wardrobe or storage space, just a tiny cupboard. The upstairs bedrooms have pictures of nicely coloured throws and cushions, however these aren't supplied either, you are just left with very blank, bleak rooms with zero personality. There were also no lampshades in any room, just hanging bare bulbs. They are just 'staged' photographs with 'props' and we were left feeling that it was falsely advertised. It looked unfinished and definitely not what you would expect from a luxury villa - The walls throughout the villa are very grubby, some even had footprints, and the whole place looks like it hasn't been painted since it was built - They charge a £60 fee just to pay the remaining balance, however the amount isn't mentioned until they actually take it from your bank account. They just state that you will incur a 'small charge' - We were left without air conditioning in the downstairs living area for 9 days out of our 14 day holiday. We had to wait in for several days in order to let the maintenance man into the villa (after making arrangements and waiting in many times, he didn't turn up). Keyshore never once enquired as to if it had been fixed, and seemed shocked when we went back a third time to complain about it still being broken. I assumed that as they were using their 'own team', as it states on their website 'This is down to our personal approach and also having strong reliable staff as each property is personally supervised by our own housekeeping and maintenance team' the problem should have been rectified efficiently, but this is clearly not the case as an outside contractor was used and progress not chased up - The office hours are only Monday to Friday 9-5, so any problems outside of these times won't be fixed or acknowledged. We've never been with a villa rental company that don't open 7 days a week and late at night. The lack of air conditioning downstairs was very inconvenient. In 30-odd degree heat, we had nowhere else to sit downstairs to cool down apart from on a spare bed in the downstairs bedroom in order to use the air con. We tried opening the front door and the rear patio door to encourage a breeze, however this is obviously not ideal and a possible security risk. We visited the office just before the air conditioning had been fixed in order to complain about not having it for well over half the holiday, but we had obviously paid for a villa that had specified air con throughout. We asked to speak to the manager, but we were told that she was 'in meetings all morning' and that she would be back in the afternoon. The manager never got back to us, and we decided to email to ask for the manager to contact us again. We were then told that it is 'impossible to track her down' and that we should send an email stating our grievances with the company and the villa. We never heard back from Keyshore after we sent this email. After returning home, we received our damage deposit back and an automated email saying that they hope we enjoyed our stay. We replied back to them, again trying to explain why we weren't happy, especially with the air conditioning situation. We got an email back which was very rude and unhelpful that stated ' as there was another A/C unit downstairs the housemaids did suggest to you to turn this on and leave the door open and this would give you a substantial amount of cool air until it was rectified'. This is NOT acceptable. We had tried this, but with the downstairs living area being open plan, this did nothing rectify the situation at all. They ended the email with 'I don't feel that in any way has Keyshore Property Rentals been negligent towards you throughout your stay, your matters that was brought to our attention was dealt with efficiently and effectively and we don't understand what a threat with a review on Trip Advisor will gain for you as you had not been ignored throughout your stay in the villa.'. Unfortunately Keyshore, this is a view that is definitely not shared with your customers. Your attitude towards us was unacceptable, and you severely lack customer service skills. If we were in the wrong, I am sure that the manager would be quick to tell us, instead of running away and avoiding the situation. Avoid this company at all costs.