Casa Madrid – Private Mini Compound, Mountain Views, Pool/Spa, Walk to Hiking

Thank you for taking the time to review your stay. We’re glad to hear that you enjoyed your time at Casa Madrid and are open to staying with us again in the future. Regarding your comments, we want to clarify that while we do stock a generous supply of sundries, we only provide hand soap and a bar of soap in each bathroom, as outlined in the property’s amenity description. As for the coffee situation, we’re not entirely sure what concern you’re referring to. The property is equipped with an automatic drip coffee maker in the kitchen. If there was an issue with it during your stay, we didn’t receive any report—but we would’ve been happy to replace it right away had we known. Our contact information is provided in the home, and we always encourage guests to reach out with any issues or concerns so we can resolve them promptly. Since we didn’t hear from you during your stay, we assumed everything was going smoothly. Thanks again for choosing Casa Madrid. We’d be happy to host you again in the future.

This guest never stayed more than an hour at the property. She called before entering the gates and said that she felt unsafe in the neighborhood and that chances were that she would be leaving. In all the years I have been managing properties in the popular vacation destination of La Quinta, I have never had a guest say that they felt unsafe. Less than an hour later, the guest called to say she was leaving and asked for a refund. I explained that she was outside the cancellation policy and although she was not entitled to a refund, we would cancel her reservation on VRBO to open up the calendar in the hope that we would get a last minute reservation for the dates she was forfeiting. We would then refund her the amount for the dates sold. I also explained that just as she made her reservation back in March, the property books 6 months to a year in advance so the chances of a last minute booking in the hot summer months might be slim to none. She claims that she kept checking the VRBO calendar and that we never cancelled the reservation to open up the dates. However, VRBO has a date and timestamp of the cancellation which was done immediately after speaking to the guest. She claims in her review that the property is WAY too expensive yet she chose to stay in a nearby hotel paying more per night rather than this beautiful 3 bedroom home with pool & spa. She claims that the photos are deceiving, the property is not private and that neighbors can look over the fence. The property is as described, private with one neighbor to the left who uses the property for 3 months out of the year during the high season and 1 neighbor behind the property with his backyard at the property line and not his house. The property does not have a FENCE, rather it has a solid electric driveway gate and solid walls surrounding it. I suppose that neighbors that walk by on the street side of the property would be able to look over the privacy wall and driveway gate if they were over 8 feet tall. She states that there is no back yard when the photos clearly show a large yard with a pool, spa, fire pit & putting green. As expected, we never received a last minute booking for the forfeited dates and the guest was not refunded. Yet she chose to review the property in such a manner by only being there less than an hour. VRBO is working on removing this review which is completely misleading. As per their guidelines guests do not have the ability to review cancelled reservations.

We are very responsive and encourage all our guests to report issues so that we can have the opportunity to address them quickly. We spoke on the phone a number of times regarding the use of the pool equipment and you never mentioned any of the issues you described in your review. You were charged 602.00 not 700.000 for your usage which is 50% higher than the average guests that stay for 7 nights. This is why we charge each guest for the utilities that they have used rather than a daily fee so that excessive usage is not passed on to the next guest. Guests with kids often heat the large pool a few times during their stay then revert to heating only the spa all day so that the kids can use it as a little pool. In addition to the pool & spa, there is an outdoor gas fire table and an indoor gas fireplace which would also have increased your utility usage. I am not sure why your husband would get a chemical burn from the spa since the pool is salt water and does not use chemicals. As described in all our other reviews, our cleaning staff is meticulous especially when it comes to the sheets. They will not let one tiny spot pass on the sheets so I am not sure where the hairs you are describing could have come from. The beds are not box springs and guests have reviewed them as being very comfortable. The baseboards do get dirty frequently due to the desert sand and dust. We would have been happy to come out and clean them for you if you had reported this issue as well as bring you anything that would have made your stay more enjoyable. We found no issues with the shower heads since we used them when you checked out to clean the property for our next arrival. Shower pressure is a personal preference and can be addressed by increasing or decreasing the water in the showers. Although we provide many items at the home for your use, we do not provide the items you described nor advertise that we do. However, we would have been happy to bring you any and all items on your wish list if you would have requested them.