West End Pool & Amazing Views 2 BR/2 BA Condo Enjoy the Trade Winds Vacate Well

Glad you enjoyed your stay Looking forward to having you back again

We are glad you enjoyed Roatan, our place, the view and having a pool. The dishwasher needed a part after the power surge and was repaired within his first few days once it was available, sorry for that inconvenience. We are updating the kitchen supplies that need updating. Most find the couch fine and as you mentioned most are not inside long when on the island. We look forward to having you back in the future and with more sun fun!

I am very sorry you did not enjoy your stay. I understand from your very loud conversation overheard by our next door guests that you were very upset that there were stairs and did not want to have to climb stairs. We make it really clear on the listing that there are three flights of stairs to get up to the condo. Unlike our listing, your review is completely inaccurate. I would like to refute almost every claim you made against our property. We could not provide an in person check-in as you did not provide your flight information and used your own transportation. I went by the property the day prior to your check-in as we just had guests check-out and the morning of your check-in. The cleaners were at the unit the day prior and we made sure that everything was ready for your stay. That afternoon and evening, the island experienced a huge amount of rain and wind. This wind and rain continued into the next morning. It knocked out power the evening before you arrived and again the morning of your check-in. Due to the storm, we were getting a lot of power surges which is why the water heater had been unplugged by staff. They also turned the AC breakers and unplugged all the appliances until the power was restored to normal levels. I do apologize that we forgot to replug the hot water heater. You arrived and emailed me at 3:40 pm on Saturday saying you had arrived and that there was water on the floor in the kitchen. I responded at 3:58pm saying that it had been stormy and that hopefully it wasn't a leak due to rain. The floor was dry when I was there in the morning and I said that it could possibly be the water dispenser and to check it and let me know. They do leak occasionally though this one was new. If that was not the cause, I wrote that I would bring someone in as soon as possible to determine the source of the water. You then messaged at 4:20 pm on Saturday saying the safe was not working. The safe was working as I installed new batteries and checked it the morning you arrived. I left it with the door locked into the open position. You were provided a video in your check-in instructions entitled "safe instructions" which is a1 minute video on how to use the safe at the condo. After I reminded you of the video, you emailed and said the safe was working. Now you are claiming it was not working. It was working and it still is. You also claimed the balcony doors were filty. I said it was possible that the rain had blown into the balcony and caused water spots and offered to send the clenaers by on Monday. Upon inspection on Sunday, the windows were perfectly clean. Not a single smudge or water drop. At 6:32 PM on Saturday night, you messaged to say that your frige wasn't cooling. I responded and said that the power had been off for several hours in the morning to early afternoon and that the frige might be working to catch up especially if it was left open for an extended period while you were putting food in it. I said that I would go ahead and call a repair person in case this was not the issue but as it was a Saturday night, it would be hard to get one there before Monday. I offered to bring you a cooler immediately to store your food and you did not respond so I did not bring one. I also suggested that if there was anything that needed to stay frozen, the neighbors might be able to store it for you in their frige. I managed to convince a repairman to come out the next day, on a Sunday morning. We found nothing wrong with the refrigerator or freezer. He did several diagnostics and even came back two hours later with different tools to check again. There was nothing wrong with it. I have photos of a frosty cold freezer with ice in it on that Sunday morning when you claim it was not working. You also messaged saying there were not enough hangers. I responded and offered to bring more by that evening or the following day. I brought them on Sunday. Upon inspection on Sunday morning, there were over 30 hangers in the closet in the second bedroom though I still left the additional ones in case this was not sufficient. You said the smoke detectors were missing. We don't have smoke detectors in the unit which is why we do not list them as an amenity. It is clearly shown on the VRBO listing that the condo does not have smoke detectors. Nor do we list an iron or an ironing board. When you messaged asking for them, I said I could get an iron for you on Monday but that I'd never seen an ironing board available for sale on the island. The bloody cat prints that you claimed were on the balcony were in fact a small trail of muddy cat prints (we have red soil) as the neighbor's kitty likes to greet the new guests and will sleep on the balcony. He probably came over when he heard people in the unit and tracked the mud with him. I also found the condo to be in total disarray on that Sunday morning. There was white powder as if a flour bag had exploded all over the kitchen counters and cabinets. The sofa cushion covers had been pulled open. There was dirt and mud all over the floor. I scheduled the cleaner for Monday to clean it up. All of these messages were Saturday afternoon and night. By Sunday morning, all of the issues at the condo (real and imagined) you claimed had been resolved. I responded to all of your messages in a timely fashion even though I was dealing with emergencies in another property caused by a small landslide due to the storm which knocked out the power and water lines which not only took out the electricity to the units but had live wires electrifying the fence and some of the appliances in the house which needed to be immediately addressed. The condo was clean and ready prior to your arrival as shown in photos I took that morning. These were shown to VRBO after your complaint who agreed that the property was in good condition. I do apologize about the torn screens. As I said in the email, we had new ones on order but due to supply chain issues, they were taking longer than expected. We had secured the existing ones as best we could and they were functional, just not pretty. The new screens have finally arrived. Right now we have happy returning guests staying in the condo who remarked about all the improvements to the condo and the property. They are loving their stay and want to book for next year. The guests who checked out just prior to your stay also left a 5 star review on AirBnB.

Thank You for your feedback Working with property management to improve our guests experience

Thank's Lea Glad you enjoyed your stay and the views Looking forward to having you back again

Thank You Robert, we are glad you enjoyed your stay. Please come stay with us again.

Thank You very much for taking the time to provide feedback. I assumed you were wondering which of the 3 floors shown it was on while quickly answering your question on my phone. I am truly very sorry she had this experience. I wish I had taken more time to responded better and will be providing better answers in the future.

Thank You for your review, we enjoyed having you, please come again

Thank You, I'll bet it was nice to get out of the cold weather. We enjoyed having you stay. Please come again

Thank you Pam, we appreciate it and hope you come back again soon!

Thank you for your review, it’s great to hear you enjoyed Roatan & our condo. I have sent your comments on to my management company for their feedback, generally they are very good about explaining issues such as where to purchase purified water when the compimentary bottles need to be refilled & how to deal with internet issues, which we provide our guests along with a cell phone at check in but, it seems there was some misunderstandings. I hope this did not cause too much of a hindrance during your stay & you’ll think about visiting us again in the future.