Casa Vista Marietas - Beachfront, Ocean View 5 BR Luxury Penthouse

Thank you Alan. Very happy that you and your family enjoyed the place. We are looking forward to your return the next time you are considering a vacation in Mexico. Warmest Regards Mariette W.

Good afternoon, Leslie, Thank you for taking the time to provide us with such a detailed report about your recent stay at one of our properties. Guest feedback is extremely important to us, as it helps us improve not only the quality of our services but also the overall experience we provide. While our team worked directly with you to address specific concerns, we regret not having the opportunity to resolve some of the other issues you mentioned. We are confident that, had we been made aware of them during your stay, we could have further enhanced what was already a positive experience. Regarding the hot water issue you experienced: • Our staff onsite, promptly reported the temperature concerns in the main shower, and within minutes, our maintenance staff arrived to adjust the water heater settings, which were found to be too low. After the adjustment, the team confirmed with you that the water temperature was satisfactory. • A few days later, you mentioned the hot water issue again. Both the maintenance staff and the plumber confirmed there was nothing further to repair and indeed was hot water. You mentioned that it was unnecessary to continue further attempts, and your family confirmed the water temperature was acceptable. Our team was responsive to all concerns during your stay. However, we noticed that some of the issues mentioned in your review were not brought to the team’s attention at the time. We are confident they would have addressed these concerns promptly, as they did with the hot water issue. After your departure, our team conducted a thorough inspection of the property, as they do for every arrival and departure. During this inspection, a hair curler was found in one of the bathrooms. This was reported to you via WhatsApp by our team onsite, and you mentioned we could keep it, which the staff discarded. No further feedback regarding your overall experience was shared until your detailed report. Here are our findings based on your comments: • Fridge-Freezer Ice Maker: Upon inspection, the delay in serving ice was due to the bucket being too full. Once some ice was removed, the machine resumed normal operation. • Bar Refrigerator/Ice Maker: This was inspected and found to be functioning properly. The red button you mentioned simply indicates that the tray is full. • Kitchen Utensils: Thank you for your suggestions to add more items such as knives, a colander, a cheese grater, and additional containers. We will certainly include these in our inventory. • Cutting Boards: Two cutting boards were found stored on a back shelf. We will relocate them to a more visible and accessible spot. • Pans: Two of the eight pots/pans were found with burned sides. These will be replaced immediately. • Outdoor Fan: Thank you for pointing this out. The batteries have been replaced, and the remote control is now functioning properly. • Welcome Letter: A welcome letter is always provided in the living room with basic instructions and the property’s rules and regulations. While we did not include details on operating standard appliances, we appreciate your suggestion and will consider including this information moving forward. We truly appreciate your insights and suggestions, as they help us enhance the experience for future guests. We sincerely regret that your expectations were not fully met during your stay. As mentioned communication would have allowed us to address your concerns more effectively. We truly appreciate your feedback and we wish you and your family all the best.