Avis Stunning Secluded Lakefront Villa for Families and Groups

Melinda, it was such a pleasure to host you and your group. You are truly lovely guests and we look forward to having you with us again in the near future. Hugs!

Dear Jonathan, I am sorry our property didn't meet your expectations. It is clearly stated in the name of the listing that we are "secluded", which is usually the reason guests choose our space as it allows them to truly enjoy nature and be as noisy or quiet as they wish. We also shared information with you about where the nearest shops/restaurants area and to come prepared before your arrival, so I am not sure why that came as a surprise to you when you got here. The Laguna de Apoyo Natural Reserve is located inside an extinct volcano, and as such, all properties are built on a slope that leads to the lagoon, making it almost impossible to be accesible for people with limited mobility. You never raised this point during our extensive communication prior to your reservation, otherwise I would have been happy to discuss, if this was a deal breaker for you. With regards to the vehicular access, most of our guests arrive in the same van you rented, and most of our guests come in and out without issues, from sedans to school buses. In our experience, it is more to do with the skill of the driver than the vehicle itself. It is also clear in our listing there is no A/C. I am sorry you missed this point until you asked 20 mins before arriving to the property, but surely, if this was also such a deal breaker for you, you could have also asked in the many messages we exchanged prior to your arrival. Lastly, but certainly the most important point. It took you over 2 weeks to make the deposit payment for your Easter reservation (the peakest week of the year). I patiently worked with you to resolve your issues with the payment in this platform and saved the space for you, while rejecting several other enquiries for the same dates. Upon arrival, you decided the property is not suitable for your needs (because you missed important information, not because we didn't deliver what we clearly offer) and then you expect a refund while I get left with an empty property for 2 nights at the most important time of the year? Do you really feel I should be the one taking the loss when it was you that didn't do your due diligence when you were deciding which property to rent? May I just add, you then left the premises without even telling me or VRBO, which is not a nice thing to do, in my opinion, specially, as I have welcomed you personally 20 minutes before and you knew I was nearby. After you left, I called VRBO Support and they agreed with me that no type of refund was justified, bearing in mind your reasons to leave the property were to do with assumptions you have made about the property, and not the reality of the listing. I suggest in the future, you might want to read the listings with attention, and ask as many questions as you need to make sure a property meets your need, for everyone's benefit. Thank you! Miriam

Thank you Ashley! x

Thank you so much Lindsay! We look forward to having you back soon! x

Thank you Mathilde for staying with us. You guys were a great group and we hope to have you back some time soon! x