Vista Cay across from Epic Universe! New Pool + Tiki Bar—Book Hot Rates!

Hello We do apologize for the bugs. We were totally unaware of them as no one else previously reported this situation to us. We can only assume they came into the condo as reported by the kitchen from somewhere else. We did treat for them immediately and then treated again 2 days later and have not seen any other bugs. We have no idea about the DW, and it was not reported so I cannot answer to that, as to the clog, we did get that unclogged the same day it was reported to us. Please let us know what was 'missing' that made you say it met the 'bare minimum' so that we may make the condo better

Hello, I am not denying the cleaning company did miss a couple of things. We did offer to rectify the issue at 9:30pm, you stated that it was late and that it would be ok to reclean the entire condo at 9am the next morning, and it was stated that you all would be out of the condo at that time. Nothing was said at that time, about not feeling uncomfortable enough to not stay at the condo. You always had a choice, as we would never 'force' anyone to stay We did get the cleaning manager there to redo a complete cleaning, and he was in contact you to make sure that any items you specifically, wanted would be addressed. You were there and spoke with the manager. We were in contact with him as well that morning. You asked for the cleaning fee to be returned, which was not an issue. After that you asked if you could leave, while we don't normally issue any refunds for early departure, I did allow $290 if you wanted to leave early, which you agreed to. I would like you to be aware that at this point, you did not even give us the opportunity to follow thru with what was agreed to re cleaning the condo. You then stated that you wanted the cleaning fee refunded as well. "Please refund the cleaning fee or we will proceed with sharing our experience through Vrbo and social media." That actually sounds like a threat/extortion to me. I did also, at that time tell you that any further cash refunds was not possible, but I would even allow you to stay the additional night after the cleaning with no charge, but you refused that offer as well. I honestly, should have waited until after the cleaning and your inspection to allow a refund for the night stay, should you decide it was still not to your liking. You can see from previous reviews, that we do attend to properties in our care. Per vrbo system, that I can see, you paid less than $1000 after the refund of the $290 Traveler payment Total traveler payment $710.13 As I am sure that as owners you know that we do NOT receive the total amount you paid thru VRBO as they have their fees, both to you and to me, and taxes, and damage deposits/insurance that we do not receive. (You would have to deal with vrbo for any refunds of taxes, fees as we do not have those funds) As I stated that day, we can't refund any additional funds, and I did offer you the 'free' night stay, which still has 'value' and you declined to take advantage of. Again, I do apologize for the cleaning issues, but we were prompt in trying to rectify the situation as quickly as possible for you, and we did go out of our normal procedures to allow a refund for an early departure and stay the additional night for free. We did not force you to leave and you did not give us the opportunity to correct the issues for you before deciding to leave, and we cannot refund monies we did not receive. At this time, the only option I have (which I am sure you would not want to take advantage of after reading your review) would be a discount on a future stay.

Hello We apologize that you had any of these issues! We would have been happy to address all of these issues during your stay. We are addressing these issues with the cleaning company. We do hope that you will consider returning on your next visit to Orlando.