Peninsula- Puerto Vallarta- Oceanfront Paradise 3 Bdrm from $999/week

I find it odd when a guest complains about the cleanliness...etc about the condo, but then won't allow our staff access to come back in to take care of the issues. If you look at previous reviews, our guests rave about our cleaning staff, but so be it, we were willing to come back and make it right, but the guests said no. The condo was just newly painted with brand new furniture. These guests stained our brand new $6000 leather sectional with sun screen, and wrote a bad review because I charged them to have the leather professionally cleaned. For the phone/intercom they are talking about, we have not had a land line in the condo for over 10 years, most people have cell phones these days. I have no idea what they are referring to about an intercom? We provide each guest with our on-site managers personal cell number and email, there is no excuse to not be able to contact her. We have a built-in wall oven, glass 5 burner cooktop, and a counter top toaster oven as well. The microwave did stop working during their stay, but these guests would not let us access the property to deliver a new one, and they could use all of the other appliances to cook. As for the TV's, we have Mexican Sky TV cable service on all the TV's, and high speed wifi for streaming Amazon Fire Sticks, for Netflix, and Prime TV on all TV's as well. Our manager witnessed the guests watching Netflix when she was first there, so again, not sure what the complaint is about. Lastly, the guests complained about the cleanliness on arrival, but after departing, our cleaners took 8 full bags of garbage out of the condo and they left it filthy, it took 6 hours and 3 cleaning team members to clean it. Stained and damaged towels as well, that had to be thrown out. Its also funny how we have had no complaints before or after this reservation. It appears appears that this guest had an agenda, after they were charged for the furniture damage, and were set on writing a bad review. I have supplied VRBO with pictures to back up this correspondence. I dont like to have to respond this way about a guest, but in this case I had no choice.

On arrival we upgraded this guest to a sub penthouse unit because of a last air conditioning issue in the condo that they reserved. The upgraded unit had a better level of finishing, and higher end furniture and accessories. It was the exact same floorplan and location in the building, but on a higher floor, with a better view. Upon learning of this at check-in, without even looking at the upgraded condo, the guests husband lost his mind, berating the administration staff, yelling and screaming at everyone. Eventually cooler heads prevailed, and the guests checked-in to the upgraded unit. Our property manager went out of her way and bent over backwards and arranged to have the a/c system repaired early the next day, and the guests were told that they could now check-in to the actual condo that they had booked, just a few hours after checking-in to the upgraded unit. At that point the guests refused to change back to the condo that they had reserved, obviously now realizing that the upgraded unit was truly an upgrade, at no additional cost to them. We never heard from them again for the balance of their stay. Initially there was no making these guests happy, and the way that they treated our staff was reprehensible. This is an amazing 5-star resort with unbelievable unobstructed views of the bay from any unit. There was no need to make such a scene and treat our staff so poorly. We would NEVER rent to these guests again!!

Hi Donna, the beach club runs on the weekends from noon till 8pm, we find that most of our guests utilize the club during their stay and find it convenient next door. It is a five star resort club, but sorry that it was not to your liking.

These guests were very patient and cooperative. We did whatever we could to elevate resolve their issues asap. We have an on-site manager, and she did respond right away to the issues that these guests had during their stay, but I agree, it was not the ideal experience that our guests usually have when they stay with us. We own two units, and the pac n play was in the other unit when the guests arrived, but it was quickly moved over. The guest actually needed 2 pac n play units, and they can be rented from a local company for a min cost, so going forward, we will recommend this option to our guests. Our manager did run out and buy a new unit right away for these guests, and as it turns out, the one that we had was not broken, it was just not set up properly. As for the fridge, we had it serviced right away, and the repair did work, but it was not keeping everything ice cold for the last day of their stay, although the freezer was working, and we provided blocked ice, and a cooler to help the situation. We also ordered a new fridge right away, but unfortunately it was not able to be delivered until the day that these guests were leaving. The washer/dryer unit is only one year old, so maybe the loads were just too large to dry properly? Not sure what happened there? If you look at our reviews, we are usually 5 out of 5 starts, but sometimes things can arise during a guests stay that we cannot remedy 100%.