15th Floor Beachfront Residence | San Luis Resort

Melanie, thank you so much for staying with me. We are a small family business and take your experience to heart and greatly appreciate your business. You were a great guest and hope to have you back again!

Thank you for the kind words and for staying with us Regina! We welcome you back anytime!

Thank you Steve! We are happy that you enjoyed the place. We are switching software to enable a smoother checkin process. THank you for your feedback.

I apologize for your experience. -Our AC units were new 4 years ago and we have had issues in the summer because it’s hot/humid and salt destroys everything at a rapid pace. This is common in any beach town. Issues arise in rentals and all we can really do is react. Which is what we always do. The issue messaged about the ac I showed you how to reset it and called our AC company. Despite calling and texting I didn’t hear back whether the reset worked so we paid for a service call to insure it was working. The key should be a positive not a negative. We provide that for backup. When you rent from a person who owns property to save thousands of dollars over the hotel side it comes with some understanding. We do not have onsite staff like a hotel that owns hundreds of units. We responded to every issue in a Timely manner and I followed up multiple times with you to check on the situation only to hear from you days later that you got it working with the reset. I spent money sending the ac company because you didn’t let us know the reset fixed it. We got zero communication back which makes it hard to help you. I realize you don’t like the restoration hardware wicker chairs. We put those there for the beach look and they are expensive. We don’t pull chairs from outside, they’ve never been outside. I’m concerned the way you’re spinning the key situation. You had said you left it in the lockbox and our cleaner couldn’t find it there. I didn’t accuse you of stealing it.

We discussed this via the phone. I only offered using pool towels to wipe up the water spot that was outside the AC unit because I thought you may want extra towels. This has happened very infrequently and we had AC technicians out many times to figure out the source of the issue. You told me this happened one time not multiple times and you told me you had to flip the breaker once which happens sometimes at private homes. You also did not answer any of our calls back checking in on you and did not mention any other of these issues. When you called in our system notifies you that all our call are recorded for quality assurance. Then after your stay(not during) you threatened a bad review if we didn't give you a 2 night credit so this seems more of a retaliation review than an honest account of events that transpired. We take pride in our communication, service and high level of properties and offer text and email options for guests including a single link for all check-in, guidebook and communications yet you did not communicate one time after the initial call.

Ani, thank you so much for staying with us! We are so happy you enjoyed your stay!