Disappointed
It's not a Bad place to stay, it's just very misrepresented. Luxury...? No. 360 degree views....? Um, no. Not even close. The shower is terrible. There is not enough water pressure to wash your hair. And the place is a lot more outdated than the pictures lead you to believe. The pool was by far the best feature, and the view from there is great. Though we could make a small mosaic with the tiles that we found in the bottom of the pool. And just know that you are in the jungle. The bugs are terrible. Though management did respond promptly and sent someone over with bug-spray, which did help. My other big concern was safety. It bothered me that there was no backup lock/deadbolt to the front door. If Anyone had the code, they could get into your home. Period. And the first floor window doesn't even have a lock! A small ladder is all it would take. Ultimately it was OK, but definitely not the experience that we were looking forward to.
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Response from Owner/Manager on 10-31-2016
We were happy to hear that Christina loved the pool and the views along with our attentive service. However, we were surprised and disappointed to read her less-than-stellar review. We respect our guests and their privacy so it is our policy to protect that; however, it is vital to have a minimum of context to understand Christina's perspective in her critique. We will only say is that it was clear to us that Christina was unhappy before she even stayed the first night in our home, for reasons that had nothing to do with us nor with our property. Because of this, we called and checked in with Christina on multiple occasions during her stay to make sure that she was taken care of.
We believe that the lack of luxury she referred to is the fact that the stove, like every other high-end stove in Mexico, requires a push-button to start it. Though we have clear instructions in our house manual, she thought the range was broken. Once we talked her through it, she was able to make it work for herself.
She also told us that she knew the house was set in the jungle but she hadn't understood the realities of that. We did not have ants in the house before her arrival. But, since, she left out open food waste and dirty dishes, it drew ants. We immediately sent out a can of spray for the inside of the house and treated the perimeter of the entire property. We will now make a note about prevention in our manual.
We followed up, both personally and via email, after these two conversations with her but she never mentioned any other issues. Had she told us about the showerhead, we would have dealt with it immediately, just as we did with the other items. The showerhead and the few loose mosaic tiles in the pool were both quick fixes.
We have never had a security issue at either of our homes. In fact, they were designed with that in mind--the first floor of the house sits up one entire story above ground on a steep hill and we have locks on every door and window. We double-checked, after reading her review, and found that every lock is indeed working properly.
We are truly sorry that Christina's perceptions did not live up to her expectations and we have examined all of her points and made adjustments where necessary. We realize that some things are a matter of opinion but, in fact, the house does have views in all directions of ocean and jungle and it does have luxury furnishings which we had to import from the U.S. because they simply were not available in Mexico.
We tried our best to attend to Christina's needs before, during and after her stay. We work diligently and consistently to maintain the home to our high standards and we are confident that our photos accurately depict the house and the setting. We pride ourselves in our attention to detail and customer service because we sincerely want our guests to have an incredible stay. Even beyond that, this is our home and we truly care.
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