Caribbean Villa / Private Pool / 200M beach and Restaurants / Free Wifi

Thank you for taking the time to rate your stay in one of our properties. There is an inverter in the house, you were a lucky one to have power at the house during the power outages in the whole town. We charged you for that amount based on the electricity consumption by you, what means that there was electricity in the villa for some time. You should never force a gate to open, that will cause a major issue with the gate, you should wait until the gate is fully open. We did not approve a late check out because we were expecting an arrival the same day of your departure, and this was explained during the check out.

Thank you for your feedback. We appreciate that you enjoyed the villa, the accommodations, and the short walk to the beach. However, we feel it is important to clarify a few points regarding your concerns: The video and claim regarding bed bugs were only presented after we requested payment for two pillowcases stained with makeup at checkout. During your 5-night stay, we never received any complaints or reports of issues. When we requested payment for the stained pillowcases, which you refused, you then alleged a bed-bug problem. We want to emphasize that this property has never had any bed-bug issues. The villa was vacated the day you checked in and was immediately re-rented to other guests on the same day of your departure, with no complaints or issues reported. We also conducted a pest control inspection, which confirmed there were no bed bugs. All evidence has been shared with VRBO. Regarding the towels, the charges were only requested due to their stained condition. We always strive to provide clean and comfortable accommodations, and the house is maintained to the highest standards. We regret that this situation caused frustration and we take guest concerns seriously. We hope this clarifies the circumstances surrounding your stay. Best regards, Francheska M. - Marie-Helene's assistant

Merci Frédéric d'avoir pris de temps de partager votre expérience de séjour avec nous et l'ensemble des internautes. C'est important pour tous. Nous car cela nous permet de savoir si notre travail convient à nos locataires et éventuellement rectifier ce qui pourrait l'être. C'est important pour toutes les personnes qui pourraient hésiter a venir ici à Las Terrenas se demandant si tout est bien conforme à ce qui est proposer sur l'annonce. Ce fut un plaisir de vous accueillir et de vous aider à organiser vos vacances à Las Terrenas, c'est notre métier et notre engagement. Excellente continuation et au plaisir de vous accueillir de nouveau ou au plaisir d'accueillir vos amis. Bien sincèrement Marie Hélène et toute l'équipe de Las Terrenas Location

Dear Olivia We are happy to ear that you enjoyed your stay in Las Terrenas. Regarding the cameras: they are there for security, in the only case that we recover the files is in extreme cases such as a robbery, never while the tenants are enjoying the beautiful villa and the information in the files is kept only one week. As for the pool: All pools are slippery so running around the pool is not allowed. Regarding mosquitoes, the Dominican Republic is a tropical country so its climate allows them to reproduce easily. We carry out periodic fumigations and maintain the adequate area to avoid mosquitoes as best as possible, but in this tropical climate the appearance of mosquitoes is inevitable. In relation to flies and cockroaches, if waste and garbage are left for long periods inside the house it is inevitable that these will appear, however I reiterate that we carry out fumigations. Regarding the ear infection, the infections are usually due to lasting a long time under water, I do not see how this can be our fault. About the stove we are aware of that, we have a technician who goes regularly to check the stove and he informs us that everything is fine, but since we have had complaints about it, we are waiting for another professional to give us a second opinion. Cleaning service: As you indicate, the cleaning staff waited 40 minutes outside the villa, while seeing a person inside who was awake but was unable to open the door. Our cleaning staff is very professional, we have never had complaints about their attitudes and she tells us that everything was very cordial. On the information of the house it is that electricity is a separate charge, in the same way this information is sent to you immediately you make your reservation. We make sure to charge you ONLY for what you consume. We read the meter upon your arrival and departure and we send you the photos so that you can do the calculation yourself if you like. For your information: the occupancy rate of this villa is 99% that is to say that an incredible number of people usually enter and leave the property and this is the first time that we have this type of complaints. All the people before you and after your departure have been enchanted with the villa, however we will take your comments into account and improve what we have to improve. In the same way, we advise you that when you take a vacation to another country, find out about the environment so you can arrive prepared. Marie Hélène

Dear Steven Thank you very much Arletty, for taking the time to leave a comment and share our experience with all users. It's important for everyone to know what happens once there. How are things in real life! If users can or can not trust the person who offers these services. Regarding INTERNET - The fiber has finally arrived at the doors of the residence and we are waiting for it to be installed. We can assure that from May 1st the villa will be equipped with an internet of excellent quality of 50MB maximum and 20MB minimum. This point is therefore resolved. For the swimming pool, everyone will appreciate or not the installation because it is very personal. Good luck and we look forward to welcoming you. Best regards.