Hermoso departamento con jardín privado, Calton Hill

Dear Joe, Thank you for your honest and detailed feedback. I’m truly sorry to hear that your check-in experience and some aspects of your stay did not meet expectations. This is certainly not the impression we aim to leave with our guests. We regret the confusion caused by the incorrect pin in the check-in instructions and the delay in cleaning, even if your arrival was later. Most importantly, I sincerely apologize for the unpleasant odor you encountered and for the lack of follow-up on that issue—that should have been handled with much more care and clarity. Your comments regarding the late check-out and unclear waste disposal instructions have been taken seriously, and we are already reviewing both to ensure better communication and support for future guests. Thank you again for bringing these matters to our attention. Feedback like yours helps us improve, and we do hope we’ll have the opportunity to provide a much smoother and more pleasant experience in the future. Best Regards, Joivy Team

Dear Isabelle, Thank you for sharing your experience. We're truly sorry to hear that your travel plans were disrupted, and we fully understand how disappointing it must have been . While we strive to be empathetic in unforeseen circumstances, we must also operate within the framework of our cancellation policy, which is applied consistently to all reservations. We regret if our communication felt impersonal during a stressful time — this was certainly not our intention. We recommend reaching out to your airline directly, as they are generally responsible for assisting with issues related to flight cancellations. If your flight was cancelled within 14 days of your scheduled departure, you may also be entitled to compensation, depending on the specific circumstances.​ We appreciate your feedback and will reflect on your comments to ensure we continue to provide a respectful and supportive service, even in challenging situations. Best regards, Joivy Team