Sunset Escape | Resort Pool + Spa [Free Spa Heating + Early Check-In]

We're not surprised by your negative review, given the circumstances. We take all guest concerns seriously, but unfortunately, your approach to addressing them was unacceptable. Our manager politely attempted to assist you over the phone, including guiding you through resetting the breakers for the oven. However, your behavior, including yelling and cursing, was inappropriate and unacceptable. Regarding the missing blinds in the master bedroom, we acknowledge that there was one small missing blind, which was promptly addressed. Any other issues you encountered were not brought to our attention during your stay. We take pride in providing quality accommodations for our guests and addressing any issues promptly and professionally. However, we cannot tolerate disrespectful behavior towards our staff.

Hi Sarah, Thank you for taking the time to share your feedback about your recent stay. We're delighted to hear that you appreciated the updates to the house, the well-equipped kitchen, the pleasant outdoor space, and the comfortable beds. We apologize for the inconvenience you experienced with the master shower's low water pressure and slow hot water, as well as the slow drain in the guest bathroom. Rest assured, we've had a plumber address these issues to ensure a more comfortable experience for our future guests. We're also grateful for your patience regarding the electrical issues, and we're pleased to inform you that they have been resolved. The oven should no longer encounter any tripping issues. Regarding your suggestion for additional seating in the living area, we'll certainly pass this along to the owners for consideration. Guest feedback like yours helps us continuously improve and enhance our accommodations. We hope to have the opportunity to welcome you back for a smoother and more enjoyable stay in the future. Helios Team

Hi Stephanie, Thank you for taking the time to provide your feedback. We understand your disappointment with the issues you encountered during your stay, particularly with the pool and spa heating. We take great pride in ensuring all amenities are in top condition for our guests, and we regret any inconvenience this may have caused. Upon receiving your report, we took immediate action to address the problem. Unfortunately, we discovered that the heater was indeed broken, leading us to replace it. We understand the importance of this amenity and made it a priority to have it replaced right away, so you could fully enjoy it during your stay. Regarding the unexpected incident with the bed frame, we have taken steps to prevent such occurrences in the future. We appreciate your understanding. Your feedback on the minor issues noted is valuable to us, and we will address them with our team to ensure a more seamless experience for future guests. We're glad to hear you received the refund for the heating issue, and we regret any inconvenience caused. We hope to have the opportunity to welcome you back for a better experience in the future. Helios Team