Breathtaking ocean views, centrally located, & just 1,700 ft off Grace Bay Beach

We are happy to know that this guest enjoyed their stay with us, and it was a delight to be of service to them.

We took about a half dozen calls from this guest, all of which had fixes within 24 hours. At the end of his stay he told us his group enjoyed themselves, but then he wrote demanding a partial refund. The issue with the bed was not a broken box spring. At one edge of the bed the box spring partially slipped off the frame, so the bed was 1.5” lower at that one edge. There was a solution within 24 hours of the guest pointing out the deficiency. The third remote was not missing. When we spoke to the cleaners and supervisor they said all three remotes were on the coffee table just before the guest checked in. We were very clear to the guest that a third remote, to operate the TV, was missing when he called about the TV. When the guest left the missing remote was found between the coffee table and sofa, partially underneath the sofa but clearly visible. The shutters for the property can open and close. Our property is the exact distance from the beach as indicated in our description, ie 1,700 ft (2,250 ft by road). That is less than half a mile. All pictures are of the unit and are a fair representation.

We are sorry to hear about this guest's experience. (1) We don't have the ability to monitor guests inside of units, but like all modern short term rental properties we have the ability to remotely change the codes on keyless locks, and lock/unlock doors remotely. We also have the ability to tell which staff/guest code opens a door and at what time, and we have cameras outside of units and at at entrances to the site. Although this is universal at all properly managed rentals, we only use these services for security and management of the units. In terms of the alarm, the code a guest gets for the front door also activates and deactivates the security system in each unit. The guest controls this. The reason the alarm went off is because the security system was activated. It could have been setup to be automatically activated by the previous guests, but we turned it off and the previous guests automatically turned it off. We also had two caretakers at the property, who was there when these guests arrived, who immediately opened the units for the guests. They were also immediately resent the codes at that point. When they booked these guests were immediately sent a welcome package saying they would be sent the door codes two days before their arrival. That is set and sent out automatically, but if they had contacted us a few hours before their arrival saying they had not received it two days earlier they would have also been immediately sent it then. We absolutely appreciate that sometimes systems fail, often for inexplicable reasons, which is why we always backup plans and redundancies in place for all our services and critical amenities.

We appreciate your feedback and we are delighted your family enjoyed their stay on the Island. It was really our pleasure to have served you.

Servicepersons were sent out six times to address this guest’s various complaints; not once did they smell the odor complained of or confirmed any of the issues. One caretaker smelt and unusual smell coming from the shower drain one day, and it was serviced. Another guest checked into this property the day this guest departed, he stayed seven days, and he had a wonderful experience and left a five-star review. No smells. The first vacancy was two weeks after this guest departed, when we installed a device that prevents backflows of air and liquids in the plumbing system, which is our best guess of what might have caused the smells this guest complained about, but we continue to monitor matters. The first complaint from this guest was before arrival, about our billing. We charge based on the number of guests, which is explained in our description. This guest selected and paid for two persons, she however had three persons in her group, she wanted a Queen sleeper sofa (an option with this unit), and she did not want to pay the three-person rate. When agreed to charge the two-person rate, but when we found out there was a third person all our Queen sleeper sofa were in use. This quest was provided a cot with 2” down mattress topper. Within three hours of her arrival she complained the door would not lock. She had however changed the ‘mode’ to ‘unlock only’. Nothing was broken. We wrote explaining she needed to change the mode back for the door to lock, which is all in the house manual. Less than 24 hours after arrival, but shortly after 6 pm, we got another email saying the washing machine won’t work. Two hours later we got another email requesting clean linen and asking when the washing machine would be fixed. It was 8:20 pm. We responded within two hours, indicating someone would investigate the problem in the morning. At 11:30 pm we got another message, saying the toilet wasn’t working. We responded to that email in 8 minutes, indicating that someone would investigate both problems in the morning. At 1:30 am we had a theory and decided to clear and service the waste water system in the morning as well, in case it was backing up, causing both issues. When the plumber and tech arrived the following day the toilet and washing machines were working. At 3 pm we got an email saying there was a strong odor in the property. We assumed the odor was from the servicing of the waste water system, so we sent someone out. There was no odor when they got there.