Avis Casa Clara Vista

We are very sorry you were confused over the arrangements of our guesthouse. We have made every effort to make that clear in our ads on all booking sites. I am particularly surprised you chose to give us a "1" out of "5" since you did not stay with us and because during the time you were with us, we tried to give you exceptional customer service. So readers might be aware, the guests requested (and were granted) a late check-in. Upon arrival, they off-loaded their luggage, stating they wanted to go to dinner. Not wanting them to miss an opportunity to eat (they were getting near the hour when restaurants would be closing) we didn't even collect their room charges before giving them their keys (something we never do). Since it was a wet evening, they were having trouble negotiating the driveway so I extracted their car for them, and told them I would be more than happy to park it for them when they came back. When they returned (after 2am) they did so without their car (they had parked it at the top of the driveway). They claimed they had had a serious accident and needed to go to the police station right away to fill out a police report. Naturally, I was concerned for their well-being and told them to sit down and catch their breath before leaving. I gave them water and offered to help them up the drive with their luggage. More importantly still, we felt so bad for them and their plight with the car, that we waived the remaining 175.46 they owed us for their GUARANTEED reservation (we did not in fact resell their room). When I asked them where they were going to be staying, they informed me they would be flying back to Ohio, so distressed were they over their trip to Puerto Rico. Why these guests feel it was necessary to rate us as a "1" (a rating we have never had in four years of business) and a rating that affects search ranking and guest bookings, based on a home stay room in a guesthouse (which is the room they booked, not the private apartment downstairs which is on average 20.00 more per night) and after we went well-above and beyond to help them with their distress over their accident, and gave them a waiver for almost 200.00 in room night revenue is quite beyond me. I hope they will consider writing a more objective and fair review. At the least I hope our future guests will see this reply and understand our level of customer service that we take very seriously and which is reflected in other reviews

We can't wait for Malcolm and Amanda to visit again! We especially enjoyed the evening recaps of their adventures on our beautiful island home. If you have an opportunity to host these two, savor every moment of their stay- Robert & Travis

These were wonderful guests and we hope to see them again. Took loving care of the apartment and even stripped the bed for us. Absolute delights :-)

Lovely guests and we hope the visit again soon!!!

Unfortunately this guest had family circumstances that required they leave during their first night and as such they cancelled their 4 day visit at 4AM leaving the key (and their folio in the room). We attributed this to his family crises since he seemed like a very nice guest upon meeting him.

Angelo was a delight and we can't wait for him to stay with us again. Charming in every way

Awe-- thank you. You both were lovely guests and a joy to visit with. Come see us soon!!!

Thank you for taking the time to provide feedback, Hope we see you during your next visit to Puerto Rico

Thank you for taking the time to provide feedback, Hope we see you during your next visit to Puerto Rico