REBAJADO Suite Royal Islander Club 2 recámaras, Capacidad 6, Wifi, Piscina, - MAHO BEACH!

Dear Carolyn, Thank you for your 5-Star review, We treat the condo just like our home and keep it stocked as if we were to stay there. I am glad you enjoyed what it had to offer. Although the ocean view is just steps away but i hope you enjoyed the tropical garden view from the patio. Many thanks and hope to host you again in future. Regards, Sunny L

Dear Nampeera, Thank you for your feedback. We’re sorry to hear that your stay didn’t meet your expectations. As a small, family-run property, we take great pride in offering comfortable and affordable accommodations, and we appreciate the chance to address your concerns in detail. Day 1: Early Check-In Accommodation We understand that you were in town for a friend's 50th birthday and chose our condo for its affordability compared to the resort where the rest of your party was staying. You requested an early check-in at 12:30 PM, even though our standard check-in time is 4:00 PM. To accommodate this request, we expedited the cleaning process after the previous guests checked out at 11:00 AM. While we did our best to prepare the condo quickly, this tight timeline may have affected the thoroughness of the cleaning, and for that, we apologize. We also reached out to you that evening to ensure everything was satisfactory, but we did not receive a response. Day 2: Follow-Up Communication On the second day, we sent another message to check in and see how things were going. Again, we did not hear back from you, but we wanted to make sure you knew we were available to assist with any needs or concerns. Day 3: Addressing the Moldy Smell On the third day, you contacted us about a moldy smell in the condo. We responded quickly, explaining that the air conditioning system in the condo is managed by the resort and can sometimes cause condensation. We provided tips to mitigate the smell by adjusting the temperature and using the dehumidifier available in the condo. We also offered to have maintenance come by to assist, but needed to coordinate a time that worked for you. In addition, you requested more washcloths, which we delivered promptly. We followed up with three more messages that day to ensure everything was okay, but did not receive a further response. Day 4: No Further Communication We did not hear from you on the fourth day, so we assumed that the issues had been resolved to your satisfaction. We remained available to address any concerns, but no additional requests or complaints were communicated to us at this time. Day 5: List of Complaints and Resolution On the final day of your stay, just before your checkout, you shared a list of additional complaints, including concerns about the furniture and cleanliness. While we acknowledge that our condo may not match the luxury of a five-star resort where the rest of your party was staying, we do strive to provide a clean and comfortable environment at an affordable price. You requested a full refund, but we offered a 50% refund, which you accepted as a resolution. As a small, family-run operation, this was a significant financial concession for us, but we wanted to ensure you felt fairly treated. Post-Checkout Inspection After your departure, we personally inspected the condo with our cleaning crew. We found the condo in an unusually dirty state and observed signs that there may have been more guests than initially reported. This was disappointing, as we take great care in maintaining our property, and this experience was not in line with the positive feedback we typically receive. Final Thoughts As a mom-and-pop operation, we care deeply about our guests’ experiences and always strive to provide a welcoming and comfortable stay. While this situation was not ideal for either of us, we value your feedback and will use it to improve our services. We hope future guests will understand this as an isolated incident and consider the many positive reviews we’ve received. Thank you for staying with us, and we wish you all the best in your future travels.