We thank you very much for your feedback. We do appreciate our clients letting us know how we are doing. We do our utmost to solve any situation at the apartment, and do try to give you a smooth and carefree vacation. We have gotten excellent reviews on our units and this experience was definitely an unusual one. Please rest assured that we take every complaint very seriously and make sure to carry a thorough investigation as to what might have gone wrong.
Due to a unforeseen circumstance in the unit originally booked (702), you were moved to 1001. Please take into consideration that we absolutely never downgrade. The unit that was provided to you was of the same size, bedroom number, bedding arrangement and overall standards as the one you booked. Even better 1001 has a better view and a pool table, features that 702 does not have. The change was no different than, for instance, being given a different room in a hotel because the one originally assigned was not ready.
You indeed called about neither of your two sets of keys working to access the facilities (pools and gym). A few hours later a personal set of keys was given to you by the in-house manager who is a fellow resident at Penamar, that way we made sure that extra set was working. After your check-out we tried both sets of keys that were originally given on check-in and both were working to access all facilities. As all sets were working we made no changes, and we have had no further complaints from other guests since.
Regarding the pool access we have investigated this further with the administration and here is what the status with the three pools in the complex were during your stay. The “chorrera” pool, a secondary pool, was not working when you arrived. However, the main pool (infinity) and the “barco” pool were open. The main pool (infinity pool) was closed on Sunday 8th July, the last day of your stay, due to a pump malfunction. The administration decided to open the “chorrera” pool to remedy the situation so two pools were still available. We could unfortunately not predict this event and warn you beforehand as it happened on the day. However, we can confirm that at least 2 pools were working at all times during your stay.
You called about the WIFI not working properly and the in-house manager called you to revise the procedure and settings. Moreover, Valeria resent the wifi password to you a few minutes after you messaged her. This information is in the documentation we send beforehand as well as physically on the wifi router. Nevertheless, the in-house manager went to you to check the connection and Valeria made sure to resend you the password.
You indeed complained about the toilet not working properly, and we sent the plumber to check it out and did not find any major problem with it. The plumber reports that excess toilet paper was probably the problem, and indeed there are 3 toilets at the apartment in total. No repair was needed and again we have had no complains since.
It seems to us you started with the wrong foot, from the moment you arrived. The guard went over the rules with you at the entrance to make sure you were aware, as she saw some floaties that are not allowed according to the condominium rules. This information was sent to you in our paperwork before your arrival, precisely to prevent any issues with the administration. Please remember that Penamar is a residential complex and has rules that must be observed in order for residents and guest to have an harmonious relationship. The hard work that residents and the administration put into keeping the good standards of their home, is what makes the complex such an attractive destination.
Your confrontational attitude towards the guard led to a report being made, which put everyone on guard. The same was said by the in-house managers. Moreover, we found that your request for a $450 refund (67% of the rental rate) for a malfunctioning toilet out of three, on a 4-night stay, indicated you were the type of client actively looking for compensation. A very unusual client.