4/10 Poor
Lisa J.
30 November 2022
Liked: Check-in
Disliked: Cleanliness, communication, location
Disappointing Experience overall
The complex itself is pretty and very well maintained. The staff keep the pool and grounds meticulously well cared for. View is gorgeous!
Regrettably, our experience was negative and could have been avoided had the owner been more flexible and sympathetic by not challenging us on EVERY single aspect of the problems we experienced. I’m the first to admit that “the customer ISN’T always right” but in this case, our complaints were valid. From the extreme noise of the construction vehicles going up and down the complex road (owner refused to believe this was true as "they aren't allowed to"!) - she got THAT wrong!
I should mention that I have been an experienced Vacation Rental Manager for over 25 years and my reviews have always been outstanding on every rental platform. I take pride in what I do. However, the owner even chose to challenge me on this. I only have 1 review on my personal VRBO profile - Obviously a good reason for this is that I rarely rent homes myself?
11 days prior to arrival, we asked if there was construction noise close by as there’s a lot going on in the neighbourhood. She confirmed there was but the noise is “minimal” – Not true.
There is a huge building going up next door.
Different guests will have a gauge on how much noise they can put up with and the idea of staying 11 nights in this unit suffering with the construction noise and the fact that it also happens to be above the main road into Centro which is busy at all times of the day, made it more uncomfortable.
Cleaning issues: There were several and, again, the owner sought to challenge us on every aspect and lectured us on cleaning and "life by the ocean". She insinuated we had checked in earlier than scheduled. (We checked in after 3 p.m.)
Listing states 2 cleans are provided over 7 day period. By day 5, we still hadn’t had one. Owner was surprised by this. She then told us that “cleans are on Tuesdays and Thursdays. Really? - A clean within 2 days of each other?
I asked the Owner if we could check out and receive a refund. It was a battle. Eventually we got one and then she tried to retract it after we left! There is more to the story and I could go into great detail but let's just say she even said I "threatened her to write a bad review if I didn't get a refund"! This is NOT true!
Sorry Shelby.. you dropped the ball on this one. I'm guessing it's your first rental and take this as a lesson on how to deal with keeping guests happy.
Lisa J.
Stayed 11 nights in Nov 2022