It is only fair to hear the 2 parts of a story and I´ll like to use this space and opportunity to really describe to our readers what really happen during Connor stay. The apartment is inside a complex that has around 20 units, with surveillance, staff at the entry and security working and patrolling around the whole grounds without invading the privacy of the guests. I feel this review is unfair and let me explain why, so our readers can have a more inform view of the situation.
Connor, you stayed in my apartment for 3 nights, staff was very welcoming as you said and the beach of the place is one of the best in the world. First 2 days of enjoying the beach, the sun and the apartment….. not one sign that you were feeling unsafe.
So no concern express the first days… and the last night of your stay, during the night you sent me a message stating that someone broke in, that the apartment was upside down, it was a mess and 2 laptops were missing. At this moment, without any hesitation I call the security staff and I told them to call the police to file a report.
While this was happening, you call me, first thing I do is express my solidarity and total support for what was going on. You can recall that you responded: “i´m going to leave a bad review even though you offer your support so don’t try to act like you care” (your own words, not mine) and then continue “there is only one way to resolve this and that will be to refund us the total amount of the reservation or I will leave you a bad review and tell everyone that I was robbed here”.
I just want to clarify to our readers as I told you in that exact instant, I was not going to bargain with anybody’s safety, I will do everything in my power to give my guests the best vacation ever. I was not going to bargain, I offered my total support for anything you may need at that time because that´s the way I am; I had already call 2 hotels and offer you to change if you were not feeling safe (first time of the whole stay you were saying that).
You call me again and demanded me to give you the refund in that exact moment while you were in the phone with me and my answer was: “lets wait for the police to investigate and do their jobs”; then you threatened me saying to give you a full refund right now or you will start screaming and making a scene. I understand you were feeling stress and I try to calm you. At that time I didn´t know what your plan was.
Security staff and police check the apartment and no sign of break in could be found. Then they checked the security log and cameras… no unusual activity.After digging and looking up the visitor log; …. I saw in the manifest that between the first message you send me and the time you re-entry the parking (that is next to the apartment) it had pass 1 hour and 15 minutes. If the place was upside down and a mess, I started to ask why wouldn’t you call me first, at that point I realized something was wrong.
We ask you to go on “Find my device” for IOS and you told us you already have delete everything from your 2 computers so they couldn’t be found.(not really helping).
You then started pointing that the guilt was of the 9 year old daughter of young woman that has been working with me for years now; I got to tell you the staff that work here has been working with me for years and are very honest and hard working people that wake up early in the morning to do their job and the best feeling for them is to be of service and help for all our guests.
Next day we spoke again and I wanted to inform you that still no laptops were found but police went again to the place to look up cameras, logs, talk to the staff; and the only thing you wanted to ask me for was the total refund of your vacation and as I told you, we needed to wait for the police results and I will act with all the extend of the law against whoever is found responsible. Then I didn’t hear from you again, until 2 days before the deadline to leave a review where you again ask me for the refund so you wouldn’t leave a bad review. As our readers see, you left a bad review, I did not bargain.
There has never been any incident in this location, anyway I increased the security staff around the complex but to this date nothing has happen and no burglar has been found.
Probably you didn´t want to add any detail at all because was not convenient for you, I leave to our readers the decision to judge base on your review, my response and all of the reviews I have gotten to this point.