Horrible Customer Service
We planned a girls trip February 2014 with a party of six. We arrived at the villa around 3pm only to find, it was filthy with dirty dishes in the sink, trash all over house floor and the front lawn, dirty bathrooms, and etc... The property manager Paola informed us the villa would be cleaned by the time we came back from our day trip to Luminous Bay, so we left for our trip which was to last about 8 hours. Upon leaving we thought the villa would be cleaned for our stay because honestly we were really excited to be in such a beautiful home. When we arrived back at the home at around 11pm we found that we were locked out of the house, so we called the property manager to inform them of the mishap. As we waited an hour for the key we noticed the lawn was still dirty, so upon arrival of the employee we asked was the villa cleaned while we were gone. The employee told us "No". At this time we were in awe due to the conditions of the home. We asked when could we expect the villa to be cleaned and we received no positive answer. When we called the property manager she acted as if she had no idea the villa was not cleaned for our stay and upon trying to resolve the issue she discontinued communication with us at around 12:30pm swearing in Spanish as if we could not understand. Our party of 6 was forced to stay at a hotel instead of the villa we planned. Not to mention they did not issue a refund even though we only spent a total of 3 hours in the house including being locked out. We had to pay additional money out of pocket for our hotel stay. It was by far the worst customer service experience I've ever dealt with and let me tell ya I've traveled all over the world. I would not recommend any one to this home.
Owner's Response: The unfortunate situation encountered in the property is not a regular experience. The employee mentioned in the review did not worked for us, was from the cleaning service company. They were ordered to take charge and provide the proper maintenance of the property upon customer arrival. He took the keys without consent after alleged preparation of the property without following the established procedure not allowing the regular check after the maintenance. As a result of this action the company was laid off at the moment and their service is neither contracted nor recommended by our company anymore. The second time we received a notification about the status of the property at night we asked for the proper evidence, pictures, but were never provided for us in order to be able to take action the same moment, letting the company unable to be responsive at the time. The contract states a non-refundable policy. Leaving the property is a customer's right to choose, releasing the company of further resolution of the situation.
Helpful votes: 15/16
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