Hogar Tropical 3 Hab / 2 Baños con Piscina Calefaccionada a 2 Millas de la Playa

We’re disappointed by this review because it leaves out many important details about the efforts, we made to accommodate these guests and make their stay as enjoyable as possible. On the day of arrival, the previous guest reported that there was an issue with the property, when the plumber arrived a serious and unexpected plumbing issue involving the main water line occurred and was backing up the entire house. The repairs required approximately four days of work, including excavation of the driveway. Rather than have the guests stay at a home undergoing major repair, we immediately offered them a choice: a full refund of their entire stay so they could find another property, or relocation to another home. They declined the full refund and chose to stay in the replacement property and said was perfect. We then went above and beyond by relocating them to a nicer and more expensive home at no additional cost. And our efforts did not stop there. Their scheduled check-in time was 4:00 PM, but we allowed them to check-in early 10:00 AM at no additional charge. We also allowed them to remain in the property until 7:00 PM on their departure day, despite the normal check-out time is 4 pm without charging a late check-out fee. Throughout their stay, we accommodated their additional requests and provided the extra items they asked for. We genuinely did everything we could to make sure they had a comfortable stay despite the unexpected issue with the original property. For these reasons, the claim that this was a “bait-and-switch” is simply not accurate. They were informed of the situation, offered a full refund, voluntarily chose to accept the replacement property, and were then provided with a more expensive upgraded home at no additional cost, along with an early check-in and a significantly extended late check-out—all free of charge. The fact that they later drove past the original property and saw a vehicle there does not mean the plumbing emergency did not occur. Their rental time was for 5 days, and the repairs took 4 days to complete and when the job was done had to get the house cleaned and back in order. Seeing the property after the repairs were addressed does not tell the story of what occurred on their arrival date. We are disappointed that, after making so many accommodations and going well beyond what was required—including offering a full refund, upgrading their accommodations, providing a 10:00 AM check-in, a 7:00 PM check-out, and fulfilling their additional requests—the guests chose to portray the situation as though we intentionally deceived them.

We appreciate your positive comments about our home, location, and pool. However, we feel it is important to clarify what happened after your checkout. Unfortunately, the house was left in extremely poor condition, with garbage throughout, food on beds and floors, a very dirty kitchen, and multiple bags of trash. This went far beyond normal checkout cleaning. Our house rules clearly prohibit pets on furniture and in the pool. We found dog hair throughout the home, muddy paw prints and stains on the bedding, and the pool filter clogged with dog hair. Several bedding items were damaged and required replacement. Our request for compensation was not an attempt to impose unreasonable fees, but a response to the damaged items which was that all the beddings needed to be replaced. We have photographs documenting these issues. We also extended your checkout by two hours as a courtesy due to your delayed flight, which we were happy to accommodate. We take great pride in maintaining our home and providing a clean, comfortable experience for our guests. We respect that you have your perspective, but it is unfair to characterize legitimate concerns about property damage and excessive cleanup as a scam. We welcome responsible guests who respect our home and follow the house rules. We stand by our concerns and believe future guests deserve an accurate understanding of what occurred.

Sorry you feel the house was not clean enough for you, we discovered our cleaning service was overwhelmed with the work we gave to them because we have 20 houses on the market so we just hired another cleaning service and now the service should be perfect.