Brand new Luxury 3 bedroom penthouse apartment

Thank you for your feedback. We feel this review is biased and an attempt to find faults stemming from dissatisfaction with our cancellation policy rather than the guest’s actual experience. We would like to clarify that your refund request came after the cancellation period had passed. While we could not issue a refund per policy and our contractual right… we DID offer to transfer your credit to another date more convenient for you; all of which was communicated via Support. Unfortunately, your review appears to reflect frustration with this outcome rather than actual issues experienced during your stay. No concerns about water pressure, furniture, or fans were raised throughout the entirety of your stay. We always encourage guests to reach out during their stay so we can promptly address concerns, and in this case, we did respond to all requests (such as providing extra supplies as requested). The stairway and water service are managed by the building, not us, and after departure our dining table was left damaged,(and not because of “poor Quality”)which we reported to VRBO. While welcome all feedback, we feel this review is not an accurate reflection of the experience we provide.

We are sorry to hear your stay did not meet your expectations, and we’d like to clarify several points for accuracy. You were not promised early check-in. When a maintenance issue arose, we offered a refund for the impacted day and/or a complimentary extra night (declined) and the option to drop bags before check-in—NOT early check-in. The guest who was staying on the property was there to assist with maintenance and required lodging as they are from out of town. There was no “scamming” involved. Luggage help was arranged—both cleaner and gardener arrived early to assist at checkout as you were informed, though the gardener had left before your arrival unfortunately. Bare in mind this is not a service we would usually offer and was just a gesture of goodwill. As for amenities, our cleaner stocked the usual amount of tissue and supplies she is required to provide. This is an Airbnb, not a hotel, so these items are not replenished daily. You stayed for 10 days and could have requested more at any time had you needed them. Estimated beach travel times are based on typical traffic conditions, which can vary. I also mentioned other locations. Finally, we take cleanliness seriously and offered you a complimentary mid-stay considering there was no specific claim of fans curtains etc. Power/internet outages can happen in Jamaica, this is out of our control but we address them as promptly as possible. And did our best to make your stay comfortable.