Beautiful property – adequate service
Great beds. Lots of space in every room, including large closets and plenty of drawer space. Many hangers provided. Great wifi. Fabulous pool with nice chairs. Wouldn’t recommend beach as place to lounge on the sand, but you can swim there. At the pool, no place to escape the sun. Nice gazebo nearby for shade, but nothing at immediate poolside. Complex located along busy road with uneven sidewalks, if any at all. Not a great place to go for a walk or a run. Staircase to the second floor is steep, spiral. Bedrooms air conditioned, but bathrooms and main living area are not. Would be nice to have condo-wide AC. It's not in the pictures, but one bedroom has long cord hanging from ceiling AC unit directly down into room, so we constantly dodged cord, so we didn’t bump it. AC works in that room, just awkward to always avoid cord hanging from ceiling into middle of room.
Two staff members are part of rental. One slept overnight in staff room in condo. Beverly did lion’s share of work in condo. Honestly, not sure what Carlos did during his time with us. He set/cleared table, but that’s all we ever saw him do. Interaction with staff was awkward. Often felt more like intruders in their place than welcomed guests. Meal-planning with Beverly was uncomfortable, certainly unlike anything we’ve experienced with staff/rentals before. Beverly is wonderful cook and we enjoyed the meals she provided, but figuring out shopping and menus was poor experience.
Literature sent for this condo says “prepare to be spoiled beyond expectations.” So, we had 5-star expectations but got about 3-stars in actuality. After a few days, learned to adjust expectations with staff. Certainly not bad service, but expected better information regarding cord AC issue and meals. Had major problem of entire condo complex having no water for 24+ hours of our stay. Washed hands and face with bottled water. Couldn’t shower. Staff handled water issues adequately, but honestly not to level of hospitality or information-sharing we expected. Didn’t tell us the water problem existed upon arrival. Property manager didn’t reach out about water problem until we contacted her about it on the second day. Overall, we consider our stay to be acceptable, but far from the fab holiday we expected. Would we stay here again? Probably not. It's physically a great condo, but in our opinion, service was only adequate and on-site problems were met by apathy from staff and property owner.
Owner's Response: We have always enjoyed 5 star reviews as we value our guests and take great pride in providing an excellent service. Most important to us is offering value for money. So when the entire town of Ocho Rios was affected by a water main that broke, leaving the entire town without water for a day, I was very disturbed about the comfort for the guests staying at the condo. I immediately offered to assist them to find another hotel with 100% refund on what they had paid to us, as the problem was not something I had the power to fix. She decided she liked the condo and wished to stay and the water main was fixed. At the end of her stay she then said she still expected the refund, even though she stayed. We pride ourselves on offering a great product at a very affordable rate for a luxury condo and offering the best service. No guest has ever been unhappy and she was not unhappy during her stay either. So it saddens us that she has given us a very unfair three star review, without stating the real reason she is upset. She wished to have stayed for free.
Helpful votes: 2/3
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