Avis Waterfront Home on Laguna de Apoyo with Infinity Pool

Hi Amanda, Thank you so much for taking the time to write a review and double thanks for the great review. We really appreciate your visit and hope you join us again. All the best, Tamara

Thank you Rosa for your review and kind words. The staff all felt you and your group were wonderful as well. We really enjoyed hosting you and your group.

Hi Roberto! Appreciate the feedback. The staff also gave you and your group a 5+++++ review. We are delighted that you enjoyed the property and hope to see you again soon.

Paul, We appreciate you! You are a super guest and it is always so gratifying to have a group like you. I hope you have safe and enjoyable travels and please come back to visit us again!

Hi Amanda and Joseph, We are truly sorry that we did not meet your expectations. Indeed, we are in a dry tropical forest, in a nature reserve and you visited in rainy season. The videos I saw with the bugs appeared that you had the doors and windows open at night and the lights were on so of course insects are attracted to this. We follow the MINSA protocol for fumigation. The MINSA inspector came the day after you departed and found no signs of an infestation. The "large crew" (4 men) who were working on the house next to us left within 30 minutes of your message to me. I apologized and offered to comp you for the extra guests you had the first night. I think what this gets down to (and is a theme when we don't receive a five star rating), is your plan was to have a LOT of people stay at the house as evidenced by the first night when you had 12 vs. the 7 people you indicated on the reservation. Our house rules are very clear about the number of guests allowed and clearly did not meet your expectations of "we should be able to have as many people as we want". Speaking of unsafe, we too felt it was unsafe that you requested to have the doorknobs turned around in the bedroom so you could lock your children in the bedroom. In the event of an emergency this could have created an issue getting the children to safety. We offered to set up our childproofing protocol with the stairs and bannisters but you declined for us to do this. We are sorry the property did not work out for you. My recommendation for your future vacations stays would be to review and understand the house rules when you accept them and be civil in your communication with our employees and me. Threats are never a good negotiation strategy.

We regret any inconvenience caused. Please allow me to address some of your issues from my perspective. 1. Communication Before Arrival: I wanted to make sure your stay would be perfect and promptly responded to all 75 of your messages. 2. Additional Charges: Zelle covers the outdoor light broken, additional AC usage, and broken dishes/glasses. The other amount was for professional cleaning the sofa, broken pottery, etc. The charges were not declined. 3. Damage to Sofa: This happened on the 5th day of your stay. It's unfortunate that you were so triggered to insist your children did not do the scribbles and are attacking my character for holding you accountable. The confusion "changing our story" was the staff initially thought it was ink pen. It was only when the upholstery cleaner arrived it was correctly identified as pencil. I shared this information to you but you did not respond. 4. Staff and Services: You seemed grateful to have our staff waiting on you. We were all surprised to read in your comments you didn't like them around because you certainly seemed to take advantage of all of them, including expecting them to take care of your children. 5. Privacy Concerns: The small window in the master toilet room seems adequately positioned for privacy. It is on the 2nd floor and 5 ft off the ground. With all bedrooms on the 2nd floor and 3 of the bedrooms on the downward slope no one has expressed this concern. We will examine to confirm.

Hi Maria, thanks for the review. Regarding the charges for guests, this is in the agreement that we charge extra:-) We have to do this because in the past we experienced up to 50 extra guests coming for a day for a big party without notice so a few people spoiled things for the rest of the people...