9 Bedrooms/ 6.5 Bathrooms/ Solara Resort (8905 TH)

Hi Dania, Thank you for taking such great care of the home. Loved having you over. Surely you have created some great memories and hopefully, you will be back for more!

Hello, Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience did not meet your expectations, as our goal is always to provide our guests with a comfortable and enjoyable stay. Regarding the maintenance items mentioned, we would like to clarify that as soon as the concerns were reported during the stay, our team opened a job and visited the property to inspect the issues. After the visit, the reported items were evaluated and the necessary adjustments were made. During this inspection, it was also identified that the refrigerator was not functioning properly and would need to be replaced. Regarding the pool heating, we understand how important this amenity is for guests. Once the heating is activated, the pool may take several hours, and in some cases until the following day, to reach the desired temperature depending on weather conditions. As for towels, we provide one bath towel per guest as outlined in our policies, and they are available in the closet at the property. Items such as washcloths and pool towels are not part of the standard set provided, and this information is described in the listing so guests can plan accordingly. We are also sorry if there was any confusion regarding checkout instructions. Our team is always available to assist guests throughout their stay should any questions or needs arise. We truly value guest feedback as it helps us continue improving our processes and the experience we provide. We are sorry that your stay did not meet your expectations and we appreciate you choosing our property. We hope to have the opportunity to host you again in the future and provide you with a much better experience.

Hello Pamela. We appreciate the feedback and are confident that moving forward we can continue to improve the experience we offer. Thank you for taking the time to share your valuable feedback. We always feel that there is room for improvement and we are happy to ensure we can achieve the best experience. As a host on this platform, our mission is always to ensure we are correctly following procedures, such as preparing the home and being able to remedy situations. During the inspection pre-check-in, there was no issue found with the unit regarding cleanliness or bugs. We understand how important it is to have all aspects of the home in perfect condition and we strive by always doing our best and delivering spectacular homes. These bugs and critters are common in Florida, nevertheless, there are extensive steps taken to prevent the critters from being intrusive to the guest's stay. The pest control team uses a treatment method that is safe for us humans, but lethal to bugs. Communication is our top priority and that is reflected in the team that we have. The staff is always supportive and eager to help. The team is never rude and will never leave a call unanswered. Shortly after the items were reported, our team was at the unit promptly to address the issues. Usually all issues reported are solved within 24 hours of being reported to maximize the guests satisfaction. To set proper expectations, we have the following information posted: For your convenience, we provide a complimentary starter supply of toiletries, including 1 dish sponge 1 dish detergent 1 roll of paper towel 1 roll of toilet paper per bathroom 1 small bar of soap per bathroom 1 garbage bag per bin 1 extra toilet paper roll for your convenience 1 extra garbage bag 1 shampoo/conditioner/body wash set per bathroom 2 dishwashing capsules in the kitchen -All bedding and bath towels are provided, however, washcloths are not provided for sanitary reasons. We truly hope that this has served to enlighten you regarding your review. Even though this was a negative review, we are ready to host you again and make sure to be with you every step of the way.