Penthouse de Luxo Frente à Baía c / Elev. & AC! Desfrute de Vários Pátios e Vistas Externas!

Thank you for the review. I appreciate feedback & even though it is not the best review I have received; I do feel that guest feedback is valuable. I also feel it is important to focus on your guest experience with the property & as well as the experience you have had with myself as the property manager for this property since I take full responsibility for communication & actions taken regarding your stay. When Covid 19 hit earlier in the year, we were all effected & followed CDC guidelines as well as VRBO’s guidance. We are continuing to learn how to best navigate through this in hopes that our guests can continue to enjoy our beautiful beaches and make decisions about traveling. VRBO has communicated to me that are continuing to alert guests about COVID 19 & clarify the property’s cancelation policy before payment is made. I would like to remind you that I did offer you a solution for a last-minute cancellation if you chose to cancel outside the cancelation policy. However, you did not respond to that & did not cancel. I assumed you were looking forward to coming as you had said earlier. You seemed happy when you arrived and thankful for the late checkout upon your departure day. I was surprised by your comments, so I feel it is important to clarify what was said & so not to be taken out of context. Below is the pertinent email communication that we had from when you first booked till your arrival. “Hi Rebecca, my family and I would love to rent your place again. We absolutely loved it last year and look forward to hopefully renting again this year! “ “I am so glad that you went ahead and booked since I apologize for my delay with getting back to you. Once we know a little more what the protocol will be in November, I will send you your access info and relevant paperwork.” “Given the recent increase in COVID cases throughout the country as well as the new guidelines that came out from Governor Newsom today regarding travel into and out of CA, we'd like to know what our options are in terms of canceling this reservation. We have not yet made a final decision but would like to know what the current cancelation/refund policy is for this rental. Obviously we would love to spend Thanksgiving in Mission Beach again but we are trying to mitigate risk as well. I look forward to hearing back and thank you in advance.” “Below is the current cancelation policy for this property: Travelers who cancel at least 30 days before check-in will get back 100% of the amount they've paid. If they cancel between 14 and 30 days before check-in, they'll get back 50%. Otherwise, they won't get a refund. Please let me know what you decide to do. You should do what makes you the most comfortable. “ “Rebecca, Thank you. Would the property owner consider a credit towards a future stay?” “Unfortunately, they are counting on this income to pay for their expenses this month. They recently redid their patios as well as new sliders. The place looks beautiful. However, you need to do what you are comfortable doing.” “Hi Rebecca, We understand the need to account for expenses but we aren’t asking for a refund, we are asking for a credit towards future use. Is that not possible? I’m sorry for the back and forth but with the recent spike in cases and the new travel advisories from the State of CA, I’m trying make the best decision and feel stuck between a rock and a hard place with the lack of flexibility from the owners. If they’d consider offering us a credit (not a refund), we’d greatly appreciate that.” “If you cancel and we are able to rebook for the same timeframe, we can give you a discount towards a future stay. I hope that answers your question. I know it’s a tough time for us all and we are happy to try to work something out.” When I did not receive any further communication from you, I assumed you had no interest in canceling & access info was sent. You acknowledged receipt and let me know you made it in fine. You asked for a late checkout which I was happy to give to you and you thanked me for being accommodating. I hope to reach out and talk to you privately so we can discuss further. I do hope you will reconsider returning & I will continue to do all I can to give our guests the best experience possible!