Luxury Department in Zona Andares

Hi Sonia, Thank you for your feedback. I’m truly sorry to hear that your experience wasn’t what you had hoped for, and I appreciate you taking the time to share your concerns. We understand that traveling with three elderly companions can make certain aspects of a stay more challenging, and we empathize with your situation. That said, we often host guests with limited mobility or recovering from surgery, and with the provided check-in instructions, most find the layout manageable. As clearly explained in our Vrbo listing, the condo is located on the third floor of a high-rise building inside a secure and centrally located mall. Access requires two elevators—standard for integrated residential-commercial buildings—and is designed to ensure guest safety. Regarding the emergency exit, it is compliant with all safety regulations and opens freely from the inside without the need for a key, as is legally required. Although one of the buildings inside the mall complex is still under construction, the main areas, including the plaza and our building, are safe, and monitored by 24/7 security. For the parking garage, there is an elevator accessible to all guests—not only property owners. The power outage was caused by severe weather that impacted the entire area—not just our building. Thankfully, the condo building is equipped with a backup power plant that kept lights and elevators in the common areas running for guest safety. You chose to check into a hotel the day the outage occurred, and we refunded you for the remaining nights—something we were happy to do given the inconvenience. Lastly, during summer months, air conditioning systems do work harder, which can increase dust near vents. That said, we’ve addressed this with our cleaning team to ensure the unit meets our high standards at all times. We always aim to offer a high standard of comfort and service, and while I’m glad you found communication helpful, I regret that your experience didn’t reflect the quality we strive for. Your feedback helps us improve, and we sincerely wish you better experiences in future stays.