Avis Luxury Penthouse 5 Bedroom BEACH Condo

Thanks for your visit. We hope to see you again soon.

Thanks for the kind and positive, honest review! It was truly a pleasure hosting your family. You are welcome back any time.

We have never served a more discontent nor difficult to please individual. 1. Our family has been in Panama since the late 1890s. We have a home in Panama because we love the people, the culture, the beauty. We share our home because we believe that the best way to own something is to share it. The accusations stated by the guest are unfounded, ridiculous, and incorrect. 2. Hot water was running, ready and working. The guests, however, did not use the proper valve to turn on the hot water as "Caliente" starts with "C". A contractor was sent within 18 hours of the initial complaint and verified that user error was the issue and not the water heater. 3. The Penthouse refrigerator is not broken, it is plugged into a surge protector. Simply switching that on makes the refrigerator work. 4. The Penthouse is a separate entrance; this is clearly stated, and is not cause for anger. 5. We are not responsible for guest flight arrivals nor transportation accommodations. It is unfortunate that the guests arrived on Xmas day at 11:30pm and had to "jiggle" a key to get inside. 6. Our management staff is off-site, which is widely the custom in vacation rentals. The guests have to meet with the off-site manager and receive the keys. This is for the safety of our property and our staff. This is common practice in vacation rentals. 7. Our vacation home is cleaned on a weekly basis and after each guests stay, and rarely rented to guests SPECIALLY AT XMAS. We made an exception, regrettably, in this case because we were under the impression that this was a family reunion. We encouraged this guest to send us specifics regarding the areas that required cleaning so we could address the issue with our staff. None was provided and vague continued complaints about "dust" were made. 8. As this guest was inconsolable, and irreparably dissatisfied with our home, the structure, and us, we encouraged the guest to find a more suitable rental and we would reimburse their stay, regardless of the 2 full days already used. 9. At this point the guest's husband spoke to us and apologized extensively for his wife's negativity. He stated that he wished to complete their stay in our home and that there would be no further issues. 10. Our mattresses are custom made and firm. The furniture is all handcrafted locally by Panamanian artisans from sustainable Panamainan hardwood. There is nothing "cheap" about our home. This is an insulting and arrogant statement and is unfounded defamation. 11. Our home is not a hotel. If this guest wanted a free or reduced stay, insulting and berating the hard-working, dedicated staff is not the way. I would not host guests that visit other countries with such sense of entitlement.

Diana, I am so sorry that you experienced an unpleasant stay due to circumstances not under our control. We have never had this complaint before. Had you contacted us on day 1 of, what sounds like poor sewage drainage situation, we could have alerted the Condo Management company and they could have immediately addressed the situation as the sewage system is central to the entire Condo, not our property. Central America is lovely and an adventure, for sure. Hopefully you are feeling better now and will reconsider your review.