Dear guest, let me start with this YFI. We have nothing but positive comments and reviews from all of our guest on all of our AIRBNB LISTINGS (More than 73 + positive reviews). We have 4.9 stars on all the reviews...really close to perfect. We are really close to be super host because we have never cancel any of our reservations nor had a bad review on any of our properties.
We make a HUGE EFFORT and GO THE XTRA MILE to provide the best customer service to ALL of our guest and we feel very proud of how we do our job and we love hosting. We have lots of regulars and we love to meet new people just like we meet you in person when you arrived at the resort.
We have our onsite office at the resort and front desk to take care of any issues at any of our condos we own and managed in Rocky Point. We also have 24/7 maintenance crew working at the resort and our properties. We just don't have any control when an AC unit goes bad on us the same day we have a check in. Its very difficult to find a NEW AC unit in town. We buy them from Tijuana Mex - Phoenix or Tucson, AZ. We are very limited to find replacement parts here in town and even worse to find a NEW ac compressor.
We TOTALLY understand your frustration when you rent a condo at a big resort of 220 units and the unit you were assign becomes unavailable due to maintenance issues(ac issues). As I mention over the phone more than 5 times and also send it via text within the same hour that you check in ( I pick up all of your calls and text you back right way).
THE RESORT WON'T GIVE YOU A FULL REFUND THAT YOU ARE ASKING 5 DAYS AFTER YOUR CHECK OUT....JUST BECAUSE THEY MOVE YOU TO ANOTHER UNIT DUE TO MAINTENANCE ISSUES ON THE UNIT YOU WERE ASSIGN WHEN YOU MADE THE RESERVATION THRU AIRBNB. YES, YOU WERE ASSIGN TO A GROUND FLOOR UNIT AND THE RESORT GAVE YOU AN UPGRADED HIGHER FLOOR UNIT AT NO COST (It's a beaitifull unit by the way). WE ALSO OFFER YOU A FULL REFUND IF YOU WERE NOT HAPPY WITH THIS UNIT AND WE HAD NO COMPLAINTS FROM YOU EXCEPT THAT YOU WANTED A GROUND FLOOR UNIT AND I TOLD YOU... WE DON'T HAVE A GROUND UNIT THE RESORT ITS SOLD OUT. IT WAS THE EXACT SAME FLOOR PLAN, SAME SIZE, SAME SQ FOOTAGE AND SAME BEDROOMS. THE REOSRT OFFER YOU APPLES TO APPLES. NOTHING DIFFERENT. I UNDERSTAND YOU ARE TRYING TO TAKE ADVANTAGE OF THIS AND WERE LOOKING TO GET A FULL REFUND FOR YOUR ENTIRE STAY 5 DAYS AFTER YOUR CHECK OUT...I'M SORRY TO TELL YOU THAT IT DOESNT WORK LIKE THAT MY FRIEND. I CAN'T DO WHAT YOU ARE ASKING ME TO DO ON YOUR TEXT: " I WONT SEND YOU A FULL REFUND CHECK OUT OF MY POCKET 5 DAYS AFTER YOU CHECK OUT"... SORRY I JUST CANT DO IT !!
I DID OFFERED YOU A DISCOUNT ON YOUR NEXT STAY FOR THE INCONVENIENCE.
Here the same info I gave you over the phone and send it to you via Text the same day you check in::
1. We own a few units at this resort and we are part of the rental pool with the resort on all of our condos. As I explain in detail and the manager Jessica explain to you as well... there's rental policies on every resort. We send the rental policy to you on our welcome letter prior to your arrival date we send it to you directly to your email and you sign it and agree upon this rental policies along with the resort rules.
Here it goes again:
IS IMPORTANT FOR YOU TO KNOW, THAT WE HAVE ASSIGNED A UNIT ACCORDING TO YOUR REQUEST, BUT IN CASE FOR SOME REASON THE UNIT BECOMES UNAVIALABLE BY THE TIME YOU CHECK IN, WE WILL RELOCATE YOU TO A SIMILAR UNIT.
This exactly what we did for you Martin!!
Thank you for staying with us. It was a pleasure having you as our guest andmeeting you and your family. I hope you can stay with us again.
We apologized for the inconvinience. This maintenance issues are really of our control as I mention to you before!