Incredible, Oceanfront 9 bed/10 bath with housekeeping & concierge Reviews

We believe potential guests deserve full context when reading reviews. We would like to address each point: The construction project next door began 15 months ago and was scheduled to be completed before Christmas. The final stages of completions are usually quiet. When they unexpectedly made some changes to the property and you complained about the noise, we immediately offered you a FULL REFUND and assistance finding new accommodations on day 3 of your stay. If conditions were truly "unbearable," why decline this offer? The maintenance "issues" were minor and immediately resolved. The hot water heater was turned up to meet your needs, the AC froze due to windows being left open by your group in the bedroom, the dishwasher required a plumber after being clogged with food-filled plates, and of the 6 sets of keys provided, only one needed replacing. There is no sharing of walls with the property next door. The disrespect of our property was unacceptable. You damaged the barbeque, family room rug and couch along with the other items already mentioned. More concerning was the treatment of our staff. Our property manager is there to make sure everything in the house is in good working order. Not to be your personal servant. Our housekeeper was pressured to change her normal work hours, work on her scheduled day off and provide daily linen changes, despite our clear "light housekeeping" policy and knowing ahead of time that she was off on Sundays. Our handyman/landscaper is to maintain the house and yard. Not to be forced to do personal market errands without reimbursement for the items he purchased for you. Your adult children apologized for your behavior and wished our staff good luck meeting your needs, and you openly discussed receiving discounts through complaints at other Costa Rican properties. We have no issue offering the proper discount if there is an issue with the property and if it is warranted. Most troubling was your attempt to leverage a discount in exchange for a positive review or no review at all. While we accommodated your date change for cheaper flights and responded immediately to all maintenance needs, we won't succumb to such pressure tactics. We care greatly about our guests when they stay at our properties. We cannot control the weather, airlines, airports, restaurants hours, restaurant availability, or the twenty plus homes on our street, but for some reason, you made all these items our responsibility. We can only control our property and staff. Our properties maintain 150+ five-star reviews across our two Potrero homes because we care immensely, value genuine guest feedback and have exceptional staff. While we sincerely regret the construction disruption and had zero control over the extended timeline, we handled it professionally by offering immediate solutions. Future guests can rest assured - we address legitimate concerns promptly and professionally, but we also protect our staff and the integrity of our review system. And we will not be bullied into refunds if we do not think it’s deserved.

We would like to address each detail of your review. Our point of view is coming from the fact that we stayed at our property two weeks prior to your stay and saw nothing of what your review states. Our housekeeper, Mercedes, does an incredible job keeping our home clean. You requested to have an extra cleaning lady (which we accommodated) to come in daily because of how you kept our home. We have never needed a second housekeeper for a group in the past five years of owning the property. You could have notified them if things weren’t up to your standards, and I am confident they would have fixed it. Door falling off kitchen cabinet – The door was fixed the same day you reported this to Jimmy. The door was not broken before your arrival. Cooktop griddle not working – You are correct with this complaint. The stove is by Viking, and unfortunately, parts and finding the right technician aren’t always easy to find in Costa Rica. The house does have a portable griddle for the guests. Multiple underwater pool lights hanging off by wires - One light that was pulled out by someone in your group was fixed when your group was on a tour. Had to get door hinges oiled so they would stop waking people up at night – After you told Jimmy, he had this done right away. AC in bedroom 4 stopped working – When they came to fix this, it was found to be a user error. The person staying in the room did not know how to use the remote. The AC works perfectly. Pictures show what looks like a hot tub. It has jets but no heat – It is not in our description that we have a hot tub. In tropical climates, it is normal for spas to not have heaters. Cook changed her mind and did not show up for a birthday meal – You reached out to them the day before and she told you she was going to try to make it work and she couldn’t. The items you requested were not available, so she couldn’t prepare the meal. She never canceled on you. Our welcome letter suggests that meals are booked before your stay so the cooks have enough time to get the required items. Wire in kitchen floor gives you a shock if you touch freezer door handle – We inspected the entire area with an electrical meter and could not find anything. Fountain in entry courtyard began to really stink – No one has ever complained about this and none of our staff have noticed any smell from our fountains in the entire time of owning the property. Very difficult to communicate with property manager before arrival – On our welcome letter, my husband and I encourage our guests to call or email us anytime. We did not get any phone calls or emails from you before or during your stay. My husband and I are available 24/7 if the property manager is unreachable. Also difficult during our stay with intermittent unresponsiveness for days/weeks – You only stayed with us for 7 nights. As stated above, all the things that our staff accommodated and fixed for you right away, it is obvious how responsive our staff was. Cannot snorkel off the beach – You can snorkel on the beach. Our family and guests do it all the time. Ocean was pretty good for younger kids but not for babies – We do not recommend having babies near any ocean. We have a great relationship with our guests and we always try to exceed all of their expectations. We feel that we have the best staff and property manager in Costa Rica. They are hardworking and take great pride in what they do at the property and for our guests. We are very fortunate to have them as part of our team and the number of guests that rebook with us year after year is a testament to this. We hope you find another home that will satisfy you if you ever choose to travel to Costa Rica again. Mackenzie & Greg Pappas

Thank you so much for your review, Lisa! We loved having you at our home! We hope you come back and stay with us again. We offer one free night to returning guests :) Pura Vida! Mackenzie

Thank you Amanda for taking the time to review your stay! We are so glad you had a great time. We agree, it is such a great spot for a big group of all ages. We hope to have you back again one day! Pura Vida! Greg

Lisa, thank you for taking the time to write a detailed review! We are so glad you enjoyed your stay. You are right, our staff is amazing and we are so lucky to have them! We are happy you feel the same. We hope to have you stay again in the future! Pura Vida!

Thanks Donn! We hope to host you all again one day. Pura Vida! Greg