4 Br / 4 Bth Casa de Luxo Espetacular, em Frente à Praia

Hi Candice, Thank you for taking the time to review our home and also provide very helpful feedback. I know our property management team enjoyed hosting and assisting you. We hope you enjoyed your time in Playa Grande with your family and friends.

Thank you! Our team loved having you as guests. Please let us know if you ever want to come back. We love our return guests and we will definitely do our best to take care of you.

Dear Alan, I am sorry to hear that you experienced unfortunate issues while staying at the house. However, as I communicated to you, most of these issues would have been easily resolved if you had talked to our team. My team checks in proactively with our guests so if you had any issues, they would have dealt with them immediately. I read the daily communication you had with Dawn and it not not reflect any of the issues you bring up in your review. As this is a very rare review for us, I wanted to take the time to respond. You only mentioned that one of the air conditioning units was not working the night before your departure. I believe Dawn dealt with it immediately after you told her but my team can't solve something if things are not brought to our attention. If you would have told us the first day you noticed it, my team would have had someone there either that same evening or the next day to fix it immediately. They cannot fix something if they don't know about it. The pool is cleaned every morning around 7 or 8 am so as to not disturb our guests. However, we do mention to our guests who are staying during the dry season, that if the wind is strong the pool can get messy pretty quickly. Again, if you had called Dawn or talked to someone on our team, they would have addressed this immediately by coming over to clean the pool for you. You did not contact us or tell us so it would be difficult for us to deal with this. In order to keep our home very clean and as bug free as we can, we fumigate our home every 3 months--which I believe is more than most of the houses in the area. We do this so that our guests are not bothered by ants, spiders, scorpions and other unwanted bugs. As we are in the tropical region, geckos are part of life and they have a way of finding their way in to the house. However, as they are helpful in eating bugs and are harmless, we do not bother them. It would be unfortunate if we were expected to kill geckos. As far as the mess you said you found in one of the bathrooms, we really don't know what happened or how that could happen. Dawn or Victor personally walk through the house to make sure the house is clean when they go in to prepare the welcome basket, etc. They both said the whole house was clean and so we were trying to find out what happened. Again, if you had contacted them when you first saw the mess, they would have come over immediately to deal with that. Knowing them, they would have apologized 20 times and offered to buy you dinner that night. That's how they are because they are very proud of the work they put into making sure that our guests are well taken care of. We are one house and a small group of people hosting guests. And I don't claim that we never get anything wrong. However, I am 100% confident that my team would have responded quickly to all of your unfortunate issues if you had just contacted them. In our business, I believe that's what is important--to quickly respond to any issues that arise and make sure that our guests are comfortable and happy. However, you did not give my team an opportunity to respond to you as you didn't communicate any of these issues. Again, I am sorry to hear that your stay did not meet your expectations, but I believe all this could have been avoided and resolved if you had communicated with my team. I truly believe I have the best team of people working with me and that all this could have been a non-issue instead of a one star review if you had communicated with us.