Apartment 4 @ Top Bay Apartments

Thank you for sharing your feedback. We are sorry that your experience did not meet your expectations. We would like to clarify the main issue regarding the laundry. The majority of the dissatisfaction during this stay centered around the guest expecting unlimited use of the washer and dryer at no additional cost. Although there was a misunderstanding with how the laundry amenity was displayed on VRBO, our staff still allowed the guest to do several loads of laundry during her 10-day stay. Unfortunately, the guest remained unhappy because laundry was not available for unlimited, complimentary use throughout the entire stay. The VRBO listing had originally been imported from our Airbnb listing by a VRBO support agent, and I was not aware that the laundry information had been carried over incorrectly. Once this was brought to my attention, I immediately updated the listing to clearly state that the washer and dryer are available for an additional fee. We would also like to clarify the comment regarding the property being located in a "ghetto." Top Bay Apartments is located on Upton Hill in Montego Bay, which is a small private residential community with 10 properties. While we understand that the approach to the property requires driving through King Street, and we acknowledge that some parts of that area may look rougher than others, Top Bay Apartments itself is located on a private road up the hill and is part of a completely separate residential community. Regarding the hot water, there is hot water available throughout the apartment, including the kitchen and all of the bathrooms. If the guest was having difficulty getting hot water in the master bathroom, we would have been more than happy to assist if we had been notified during the stay. Our staff is available to help guests with any questions about the apartment and its amenities. The TV was replaced during the stay, and the curtain issue has been addressed. We appreciate all guest feedback and continue to make improvements to ensure that our amenities, policies, directions, and listings are clearly communicated to avoid misunderstandings in the future.

Thank you for your kind review! We're so happy to hear that you and your family enjoyed your stay and found the home clean, comfortable, and conveniently located. It was our pleasure to help make your trip as enjoyable as possible, and we truly appreciate you choosing to stay with us. We would love to host you again on your next visit to Jamaica!