Terribly sorry to hear about the experiences that you had. Personally we do not phone our guests while they are in the villa as, while they are there we want them to feel like our home is theirs, so I don't feel they would really want to hear from reminding them that it is not. This is just a personal thing, though. We do, however, have a fantastic management company and I would think that a lot of these issues should have been dealt with by them, as they are on the ground, so to speak. I would, however, ensure that I returned calls and liaised with the guests until any issues had been resolved.