End Unit Penthouse at Esmeralda • Private Jacuzzi

RESPONSE: Thank you for the feedback. I just checked the hot tub and it does work. I wish you had given me a call and we could have shown you how to work it. The work on the pool will be completed this week.

Thank you for the feedback. I'll address the issues one by one. 1) Main pool is finished. Workers were working to make the area even more beautiful. There are 3 pools. 2) Stucco getting fixed this week. There were a couple of places where the wind had blown off little pieces of it. 3) Grill is clean and operational. 4) Hot tub only got to 89º for this guest, I'm so sorry about that, we got a new heating element and it is being installed this week. 5) TV was checked, and it is operational. It has 2 switches. 6) Dishwasher is being serviced and/or replaced this week. 7) I have no control over the gym. there is a costa associated with it. 8)Door to AC room fixed 9) bathroom faucet fixed.

Thank you for the kind words. You are welcome any time at any of my properties.

Thank you for the feedback. The screen doors have been repaired.

Ingrid. Thank you for the feedback. I'm having my carpenter touch up the cabinet doors you are referring to and they'll be in tip top shape for your next visit. I'll also check to make sure all hardware is replaced in the bathrooms as you mentioned. Thanks for letting me know about this. As far as the resort goes, for the benefit of others reading this review: Although there is some construction in the C tower, it is completely sealed off from the finished areas and it is not anything that most people notice, nor will it dampen anyone's vacation in any way. There is no noise pollution from construction whatsoever. There is a check-in desk where people can get their bracelets and get a bellhop to help them take things to the condo. It is possible that this guest checked in late when that desk was closed and they got their bracelets at the gate?

Thank you for your kind words. It was a pleasure to host your family

Thank you for your review and feedback. The grill has given us problems. We had fixed it and it broke down again. IN the process of replacing it altogether. IN the next week or so (by third week in March) it should have a new girl in place.

The heating element on the grill broke and we were unable to find a replacement part in the city of Peñasco. By the time the part arrived the guests had left.

I am truly sorry we failed to meet the expectations of this traveler. On the night before their departure we received a call that the master bedroom was not cooling. We immediately dispatched someone over and learned that the AC unit wa no longer operational. We immediately ordered a new one but it was not delivered and installed until after their departure. Although I did my best to compensate the guest for their trouble we could not come to an agreement as to what was fair. The penthouse has 4 AC units that keep the entire dwelling at the desired temperatures. If you wish to have it downright cold you can. I’m the grand room we even have an additional mini split to augment the normal cooling system. Within two days of the report we installed a brand new system and although it was very unfortunate that they did not have the master bedroom cooler this issue has been resolved.

It is true that resort is not fully finished but the finished areas are completely sealed off from the un-finished areas and there is NO noise pollution as there is no construction taking place at the moment. It is also true that there are no crowds. There are about 32 units in the resort and the security and staff are always present to ensure safety and the well-running of the resort. If you are seeking a lot of people to mingle with this may not be for you but if you want privacy and seclusion then you'll love Esmeralda. I would maybe call it more "private" or "secluded" instead of "isolated". Other resorts are right next door. The fact that there are few people actually make it so you have the facilities mostly to yourself like you would a private pool in your back yard; except this is a huge pool. There is not a bar at the pool but there are restaurants very close by including one of Peñasco's best--Mar Blue--less than a mile away.

First of all thank you for your feedback. I wish you had made me aware of these issues while you were in the property and I could have done something about it--at least for some of the issues. I will have the chairs fixed immediately. As far as the elevator goes, I've reached out to the administrator of the resort and confirmed the elevator had a problem the day you mention. There was an electronic component on the elevator that failed it was out of service for less than 2 hours (from 3 pm to 4:56 pm). It has been fixed. Although it is true that there is some construction going on, only residents and guests from the A tower are allowed to use the elevator (and service personnel that support them). The weekend in question was very busy with unusually high occupancy levels and this may have added to the otherwise short wait times. I was advised by the resort that there was a water problem from 6:24 a.m. to 7:08 a.m. It was quickly fixed in about 1/2 hour. As far as housekeeping, the listing is very clear. The property is prepared prior to arrival and cleaned after your departure. This is not a hotel and daily housekeeping is not part of the package. It can be but you would have to request it prior to your arrival. Daily housekeeping has a cost associate with it. We would have been happy to provide more towels had you requested them. Typically we leave some extra towels and I suspect that was the case here as well. As far as the TVs. We have Direct TV on the main TV. All the other TVs have Roku for the content. In all the years we've shared our property with guests we've had over 50 5 star reviews--including by the guests who left just prior to this one and now this one anomaly. I recognize the chairs needed fixing; now that I know action has immediately been taken. Obviously I had no control over the resort problems with the elevator and water and no resort is completely immune to these types of incidents but these are not common or frequent issues. A simple phone call would have changed a great deal for this guest. I am inclined to believe that the main reason for the poor review was the fact the guests who had elderly people with them had to go up the stairs. This would have upset me as well and I am sorry it happened. We'll work with the resort administrator to have them add redundancy to the elevator. It was fixed within 2 hours but not in time to prevent them from having to climb 9 flights of stairs.