Steps from Beach | Pool + Hot tub + Gym + Balcony

Hi Mona, thank you for sharing your feedback. We're truly sorry to hear that your stay did not meet your expectations. We’d like to clarify a few points for future guests and in response to your concerns. Upon your arrival, you mentioned being disappointed with the view and expecting a beachfront property. However, our listing clearly states that the condo is steps away from the beach and is not beachfront. The photos and description provided are accurate and up to date to help set clear expectations before booking. Following that initial comment, we did not receive any further communication from you during your stay. We take all maintenance and comfort issues seriously, and we wish you had reached out so we could have promptly addressed any concerns. After your departure, our team inspected the condo and did not find any evidence of the issues mentioned, including flooding, or Wi-Fi malfunction. Regarding the sofas and bedding, we use a professional cleaning service and conduct regular quality checks to maintain cleanliness and comfort. As for the late check-out, your request was made a day before departure and, unfortunately, we had another reservation scheduled. Despite this, you stayed two more hours past the check-out time. While we understand your frustration, we feel that the concerns raised after your stay do not reflect the communication during your visit. We still wish you the best in your future travels.

Dear Lizeth, Thank you for taking the time to share your experience with us. We’re thrilled to hear that you found the condo beautiful and enjoyed the rooftop pool. We sincerely apologize for the issues you encountered with our concierge team. It’s disappointing to hear that your interactions with our team were not up to the standard we strive to maintain. Please rest assured that we are addressing these concerns with our staff to ensure better communication and a more welcoming attitude in the future. Your feedback is crucial, and we will work to provide additional training to our team to improve their responsiveness and customer service skills. We also regret the repeated ID checks and any inconvenience this may have caused. We will pass your feedback to the building administration to ensure a smoother experience for our guests. We’re glad to hear that despite these challenges, you had an amazing stay, and we hope you’ll give us another opportunity to welcome you back and provide you with a flawless experience.