Not as listed
Review Submitted: June 15, 2011
Date of Stay: June 2011
We ended up coming home early, that's how much I disliked this place. Somethings have been changed in description but not all. NO WASHER or DRYER, NO INTERNET, NO BBQ, couldn't find toaster or coffee pot, whats the point of a garage if it's not for us to use?? Yes you need a car, this place is on top the mountain, we were the chauffeur and no staff on site, oh and guard on site? It was a dog, that surprised us!!! The place was very dirty, some type of hairs on the couch, mildew in the fridge, dirty mats, I was sick to my stomach. Yes I got a hold of owners, yes they emailed me back, but what can you do when they are thousands of miles away? What can they do when their description of place was a lie? They sent their guy out to us once I emailed them, but what could he do? Was he going to clean the place? No! Could he give me the amenities that were not available as listed? No. He did give us a laptop to use though, which we needed for my daughters online schooling. As amenities listed internet, we believed it and had our tablet to use for her schooling, but there was none and could not use it. Yes Turrialba is a beautiful place with plenty to do, but I recommend staying closer to town, NOT here!! I am sure the owner will respond to this, but NO, did not, could not take care of the situation, and can not use rental policy as an excuse as they sent me one in the beginning and then when tried to use that on me with sending me another one, they were 2 different policies. There is nothing that can be said by them to put them in the right, to them they will try to justify, but we know the truth!!
Owner's Response: We believe the problems resulted from a breakdown in communications, guest notification arrival at the last moment, and insufficient detail in the website. Upon hearing of the problems our manager, Antonio was given instructions to correct them immediately. Following are comments on the complaint items:
Coffee Pot: Our Rental policy and Agreement letter includes a statement: "including coffee maker (local: conical bag pour & drain type)."
Toaster: Our solar panels cannot support the electric load of the toaster and an alternative Toaster grill is provided for use on top of the stove.
Refrigerator: The manager informed us the refrigerator was thoroughly cleaned and ready.
Washer & Dryer: The new washer and dryer are available (in cabin #2) or as another option: to send laundry out—this is explained in our rental agreement.
Internet: The internet via a USB WiFi-type connection is provided upon request as well as a computer if one is needed.
Arrival protocol: Antonio’s cell phone number is provided to all our guests prior to their arrival and advised to contact him if any help is required.
Garage: La Postita has a one-car garage that is available for the guest vehicle.
Security: There is a guard on site with dog from sunset to sunrise, 6-days a week.
BBQ: There is a BBQ with charcoal briquettes available on site.
Main entrance mats: The mats do get dirty especially after rain showers.
Chauffeur: A vehicle with driver is available upon request as indicated in the website.
Amenities: Amenities are provided and listed in the website and agreement letter. Sometimes an item may be overlooked in an inventory check during the cabin “make ready” in preparation for new arrivals. If the staff is informed: missing items will be replaced.
DVD: This item is not available and was inadvertently checked as avilable when it should have said a “CD player” is available. Item corrected.
Rental Policy: The La Postita rental policy and agreement is a work in progress and as we learn from our tenants the policy is amended accordingly to reflect their good ideas. For example, since Home Away has recently offered a a damage insurance program, we have changed our policy accordingly. Our intent is to improve and make things easier for our guests. Any changes made after-the-fact of course would not be imposed on our guests after their deposit has been received and rental agreement letter signed.
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Helpful votes: 3/3
