Paradise awaits, luxury retreat w/ 2 pools (private plunge & swim up) and private courtyard + FREE extras! Gated community; 24/7 security

We strive to go above and beyond for guests to ensure they have a relaxing and enjoying stay, and take pride in our track record of nearly perfect reviews from previous guests, so this review came as a surprise. The guest never expressed any concerns during their stay, which is unfortunate because we easily could have addressed these issues if given the opportunity. The day of their arrival, we had an unforeseen delay arise with some maintenance we were having done in the unit they reserved. While we may have been able to have everything completed and ready for their arrival, our team would have been rushing to finish, so we thought it would be better to ensure a smooth arrival for the guests. We have a second property in this building that was available and offered to have them stay in that unit for the night at no additional cost (the property is larger and normally rents for substantially more per night, so this was an upgrade for the guest). Other than moving luggage the following day (which our team offered to help with), there should have been minimal inconvenience to the guest since the units are so close to each other. The guest did not indicate that this was a concern and accepted the offer right away, so we were unaware that this was a problem for them. Had the guest told us they didn't want to make the switch we would have accommodated them in the original unit. It is also disappointing to hear they were inconvenienced by noise from the pool as this property has quiet hours that owners and guest are expected to follow and there is a front desk with a concierge at this building that can assist with a variety of things (including noise concerns). If the guest had reached out we would have gladly asked the concierge to address the noise complaint right away.