I have visited Rocky Point for over 20 years and have stayed at various places within Bella Sirena in recent years. I would definitely recommend Bella Sirena but not this unit. This unit was not well stocked in that we had to purchase the following items (in the US would not be a big deal but not easy to find some of these things at local stores in Mexico): coffee filters, large kitchen trash bags, dishwashing liquid, sponge, extra toilet paper, dishwasher detergent, BBQ tools. When you are renting a penthouse unit in Bella Sirena, you expect these things to be there. In addition, the clothes dryer did not work (only did 1 load and had to hang everything), the low water pressure in the 3rd bedroom made the guests in that room have to use another bathroom and the ice maker ran but didn't produce. Don't get excited about the reserved parking places either. There were always cars in our spots so we ended up just using the surface parking. On top of all of this, part of our deposit was kept - owner said the dryer didn't work after we left (not true, obviously whoever they have checking the units isn't doing a good job as it didn't work for us) !! We use vrbo for all of our vacations, have never had any part of a deposit kept and have never had a bad taste left about a place like this. Again, Bella Sirena is a great place to stay, would just recommend finding another unit.
Owner's Response: For the past 35 years VIP Inc. has been renting properties in Mexico. We have always had positive feedback from our guests. Unfortunately, there are those few guests that are never satisfied, regardless of what we provide or do. We have always kept our properties stocked and ready for the next guest. We have rented the penthouse to a number of guests in the last few months and we have not received any reports of problems with parking, basic household items, or utensils. The penthouse is fully furnished. We have had no reports of any problems except for the slow drain in the bathroom. We, along with other owners, have addressed this issue with Bella Sirena HOA and they are working with us to fix it. The problem is not from owner negligence, it is from sometime when the buildings were constructed.
Our on-site maintenance person is also an electrical engineer, we have a lot of confidence in his ability to perform his duties and report any problems. We have also had the same property manager in Mexico for the last 25 years. She has always informed us of any shortages or problems with our properties. Because of her history with us, we are certain that she performs her duties very well.
The penthouse is stocked for a certain amount of guests. If a guest adds more people to their group then supplies will be used at a faster rate. If the guest makes us aware of shortages, we can easily replenish any items that are for daily use from the storage closet in the unit. If we are not made aware of any shortages, then we cannot assist in making the situation better. We provide a free of charge US telephone line in the penthouse specifically for the guest to reach us. We are always willing to assist our guests to make their stay more enjoyable and stress free. We never like to hear about a guest having a bad experience, and we never like to have to charge a guest for any damage. We take these things very seriously. We diligently investigate the damage until we determine the cause. We have not had to charge a lot of guests in the past, but when we do, it is never a good situation.
To sum it up, we have not had any complaints about the penthouse. We have had over 15 different groups stay in the unit over the last three months and we have had wonderful feedback. It is unfortunate that a guest has had a bad experience; we would like to make every guest happy, but it is impossible to please everyone.
Helpful votes: 4/4
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