Casa Naranja - Upscale Living with a Private Pool

We look forward to your return! Absolute pleasure to meet everyone!

We are disappointed that we were not able to satisfy your expectations during your visit to Utila and Casa Naranja and we will elaborate on our efforts to satisfy you to the best of our abilities. First, in an attempt to mollify your discontentment we did offer a two day complete refund of $880.00 (out of 7 days), which was, in spite of your documented contention that it wasn't sufficient, accepted on your part in compensation for the two hours that power was unavailable due to the power company's unfortunate failure, Your arrival on island coincided with a National Holiday that does sometimes stretch the infrastructure of this small Caribbean Island. Prior to your arrival the island was hit with a power surge of such magnitude that it blew out even Whole House Surge Protectors all over the island; including Casa Naranja. That surge also damaged the electronics in the solar system rendering it inoperable. Unlike many vacation destinations that can quickly call one of many electrical repair shops, Utila has only about 5 somewhat qualified self employed electricians. The quickest repair that could be acquired did leave some issues in many homes, such as fluctuating electrical legs that impacted the fans. A solar specialist is scheduled to come from a neighboring island to review that system. We did purchase for you the largest available floor fan to assist cooling the Master Bedroom to your satisfaction. The A/C's were all in place and functioning and your's was our first complaint about the inability to cool this very large home to a comfortable level that we've had. We do agree that Casa Naranja takes some time to cool down. The ceilings are up to 25 feet high in this very large 4 bedroom waterfront home as are evident in the listing photos. We do appreciate that our rapid replacement of the main television (that had to be brought from the mainland) was acknowledged as our goal was to make you as comfortable as possible. Due to the National Holiday, selections available to us that day were very limited; hence the smaller size, (we have since been able to acquire and install a more appropriate 58 inch television in the Great Room.) In specific regarding the large double door refrigerator: within moments of your departure we again checked the refrigerator (after having sent an electrician to diagnosis it but found nothing amiss) and found that the freezer portion was showing a temperature of minus 18, while the refrigerator portion showed a temperature of minus 1 degree. (standard here is minus 18 and minus 3). Your postulation that ham you purchased was spoiled in the refrigerator might be offset by the near frozen oranges and other items that we removed following your departure. (when we cracked open an egg it would barely pour out of the shell.) Our speculation is that the purchased ham had been frozen and thawed a number of times before you purchased it. On to your justified complaint about mosquitoes; yes, they were about because October is part of what is referred to in the Caribbean as Muggy Buggy Season and that is completely out of our control. Again, we are disappointed that we were unable to provide you with an excellent vacation experience, and we do hope that you will return and perhaps rent one of our smaller homes in a more temperate season.