Vistas Espectaculares al Océano, Ubicación Central y Cerca de Playa Grace Bay

This was a great group of people to have on the property and to host, and it is great to know they also enjoyed their time on the Island.

We are delighted that this guest and her family enjoyed their stay at our property. They were a delight to have with us. It is true that the main living area gets hot in the summer. We could cool that area, but because it is so large our costs would significantly increase, requiring us to significantly increase our rates. Currently there is very effective air conditioning in the bedrooms, we are able to offer this property to guests at a fraction of other comparable properties, and our occupancy rates are high. We are nonetheless considering providing air conditioning throughout, but we would have to increase our summer rates by at least 40% to just cover our costs. It is not clear to us that that is the best route.

We are really sorry that these guests had a terrible time at the property. When they complained about the air conditioning a tech was immediately called and sent to fix the problem, but when he got there he was told to wait outside for the five guests to get dress for dinner, or to come back. He had other urgent appointments so he came back the following day, and he was again told it was inconvenient for the guests, and to come back. We pay for tech to go to the property, even if they don't fix anything. The property however has 5 ac units, and the main 36K BTU unit in the living area is rated to cool the entire property. We however have units in every bedroom, to provide better airflow/circulation, and to cool the property down quicker, but the 4 additional acs are not necessary to cool the property. A water pipe did break during the guests' stay. We immediately got an email alert, we wrote the guests apologizing and advising them of the problem and solution, which was addressed immediately. The property was without water for less than three hours. The last time a pipe broke was about four years ago. We have a dedicated direct high-speed connection to our internet service provider, with guaranteed uptime of 99.999%. It was not up and down. We run our security systems over the service and we get an email alert if it ever goes down, which did not happen when the guests were at the property, and which is rare. The guests were unhappy that they were updated by email rather than by phone. We confirm that there are caterpillars at the property, and a few occasionally get inside, but it is rarely more than three to four, and it is usually those numbers only when it rains. We know that they seem to find a way inside even if windows and doors are kept closed, but we regularly spray outside for insects around the property. There is a can of bug spray in each unit, but the caterpillars are very slow moving, they don't bite, and there is a trade of between the harm that would be done by spraying toxic insecticide inside vs the displeasure of a handful of caterpillars getting inside. These guest's experience with the broken pipe was very unusual, but we always respond urgently to guests.

It’s true this property is hot for four months in the summer (June to Sept), but it is comfortable, even chilly, for the rest of the year. More importantly, all bedrooms have air conditioning, so even when it’s hot guests can escape the heat. In the evenings the entire villa can be cooled by leaving bedroom doors open and turning on the a/c’s. It takes a while for the living area to cool down this way, so it’s not perfect, but it allows us to keep our costs low and to pass on savings to guests. Regrettably the rest of this review reflects this guest’s demand for a refund, and the way she does business, not this property. When this guest arrived she called our emergency number and asked for a ride from the airport (taxis charge $10 per person from the airport). When we explained that hoteliers are prohibited from collecting guests at the airport, she called ten minutes later from the Avis car lot, after convincing them she would rent a car. Although it was a public holiday we picked her up. For all our efforts, this guest told us less than a day before her departure that she was leaving early, demanding a refund, despite having reserved our property five months earlier, accepting our minimum stay term, and despite paying a deeply discounted rate of $27 a day per person after swearing to us that she did not see a notice saying we charge additional fees for large groups in the summer. Our terms were also clear that we require 60 days’ notice for a full refund, and 30 days’ notice for a fifty percent refund. Despite not being entitled to a refund we still offered a 50% refund, but she was enraged, hence this review. As for bugs, this property is fumigated monthly, and there are screens on windows and doors. This however is a tropical Island. If doors are left open, bugs will get inside all properties. Although we do not doubt a bug or two got into the property, it is nowhere near the numbers the guest complains of, and it’s not possible any got through the fine screen mesh in the windows in the loft. That was a problem for one guest, but as soon as we discovered the mesh was broken it was immediately replaced and reinstalled. The two very small triangular windows in the loft are common in tropical homes, and they in fact assist with heat dissipation. Although we consider feedback one of our most important tools for managing our properties, once every year or so we run across this type of guest.

Thank you. We delighted these guests enjoyed their stay with us. It was a pleasure to serve them.

We are happy this group enjoyed their stay. They were a delightful group, very easy to communicate with, very responsive, clean, and they took great care of the property, notwithstanding their large numbers. It was our pleasure to host their stay.

This was a large group of 11+. We were initially hesitant about the large number of persons, but they were surprisingly quiet and clean for such a large group. We are happy these guests enjoyed their stay with us.

We were very sorry to hear about the loud noise from a party in a parking lot two properties away. In more than five years this is the first time that has happened. Locally, public parties are not allowed to continue pass midnight. We reported the incident to the police when we were told about it, but that was after the fact, and they promised to speak with and warn the party organizers not to do it again. Had we been advised of the noise while it was occurring we would have reported it and it would have been shut down immediately. We are glad to know that everything else met the very high standards that we set for our property and ourselves, and we are glad that they guests otherwise enjoyed their stay on the Island and at our property.