There were kinks along the way ...
Submitted: February 5, 2011
Stayed: December 2010
The house was lovely, but the customer service was awful.
We arrived on Christmas Day and wanted to just get settled quickly to enjoy what was left of the holiday. We rented a car and called our contact person, Katya, from the car rental place. She didn't speak any English. So we had someone from the car rental call her and she refused to give him directions or to come meet us. Katya hung up on us and later refused to take our calls (I think her phone was actually turned off). We drove around lost for over an hour before someone else from the rental company called to help us.
Once we got there, the house was comfortable and clean. There was plenty of room for our group (5 adults for a week). It had the basic necessities: dishes, bed linens, towels. There were no washcloths, so we bought our own. We needed our own toiletries (soap, shampoo, etc.). We also bought cleaning supplies, for upkeep during the week.
The bath tub in the master bathroom had a broken faucet and a leak, so we could only bathe in the main bathroom. The shower had no water pressure and no hot water. We called the main office and after a couple of days, a plumber came out to fix the other bath tub. We found the hot water switch and that seemed to correct the water pressure problem, too.
The lock on the front door broke one day, and no one seemed particularly concerned when we reported it. We were still able to use it, but we also had to go around to the back a few times.
The house itself felt VERY SAFE. It's located in a guard-gated community and there is also a locked gate around the property.
It's a convenient location, walking distance to a resort area. But be aware that it's a HARD walk for anyone with physical limitations. The community is the other side of a freeway, so walking includes getting to one of the freeway overpasses (which has lots of stairs). It's not a simple stroll through the neighborhood.
However, everything you need is close by: Resort area/beaches, restaurants, airport, grocery stores. It's only about a 20 minute drive to Old San Juan.
If you are traveling with a group, it's a nice place with lots of room. The outside kitchen and back room are great. It's okay for small children, just be aware that the floors are of uneven elevation (bedrooms are lower than the hallway) and ALL TILE. It could spell disaster.
If you are looking for more room, and don't expect the amenities of a hotel, this is a nice location and a good value.
Families with Teenagers
Owner's Response: First of all we would like to thank you for your honest and detailed review and apologize for the behavior of our assistant. She could have been more polite and gone the extra mile to pick you up at the car rental. However we would also like to say that we in general don't provide pick up services and we do make very clear, that we are waiting for our guest at the house. We kind of expect travelers that they have a look at the map before going on a trip. We also have to say that our assistant immediately informed us when she felt overwhelmed and the person who guided you to the house on the phone was one of us. Again, we are sorry your vacation started a little troublesome. We are glad that you enjoyed the house after all and did mention that we were available during your stay.
Helpful votes: 8/8
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