Dear Cheryl, Thank you very much for sharing your thoughts about your experience in our property. The Marenas Beach Resort was built in the 2000's decade, which is not old at all in comparison with other construction along the area. We strive to keep the modern standard following the hotel's stylish, and we improve following their guidelines. We value your opinion and want to assure you that we are taking steps to improve. We scheduled an appointment with our plumber to repair or replace the faucets. Also, we will discuss the loose ends with our cleaning staff to improve any weak details. They may not be perfect, but they are always willing to assist guests in any way they can. I want to assure you, that we did communicate with you numerous times, sending over five messages through Vrbo's dashboard from November up to Feb 26. None of them with an answer or reply from you. Also, you had my contact number, which is available after any booking confirmation, up to my e-mail address. I would have liked to speak with you and amend any situation communicated by you. That would have been a good beginning! Thank you again for your feedback and we look forward to the opportunity to welcome you back soon.

Dear Ieisha, Thank you for sharing your feedback with us. I appreciate your honesty and would like to address your concerns. Regarding the issue with the hair, I apologize for any inconvenience caused. We have a "rescue staff" who is always available to help with any cleaning needs during your stay. We take great pride in our cleaning staff, and while they may not be perfect, they are always willing to assist guests in any way they can. In regards to the fees, I must clarify that we make every effort to be transparent about all charges involved in your stay. We have posted all the relevant information on our listing, and even have a space on your dashboard where we provide details about the check-in and check-out process, including all fees charged. I can gladly post here, what every passenger sees from us: 1. Our condominium is a private apartment located in a resort. The hotel staff will require you to provide a credit card to hold to cover your consumption during the stay. They will take a deposit which will be refunded during your check-out, depending on the consumptions you have. Please note we do not benefit nor have any control over this. 2. The Marenas Resort charges some mandatory fees per condominium for the following services: + Valet Parking cost per night is $30.00 per night (Optional if you bring a car) + Resort Fee: $28.25 per night + Administrative Fee of $10.00 per night TOTAL: $68.25 per night approx. (It stops counting after the 21st day) 2.1 The valet parking won't be charged if you don't come with a car. 3. The hotel will collect these tariffs per condominium (NOT per person). We gave you an idea about their cost, and the tenant must assume any variation or discrepancy; the host is not responsible for them. The website quote does not include these expenses; the guest should pay them upon check-out once the booking ends. 4. No charges apply after the 21st day of stay; fees will accumulate again after the 30th day. If you need additional information concerning this issue, please do not hesitate to contact us. As you can see, we are upfront and transparent about all fees involved in your stay. It is the responsibility of every guest to verify and read the information before arrival. However, we are always available to assist guests before, during, and after their stay if needed. I would have liked to have more fluent communication on your part during the time you stayed. This would have solved any misinformation on the process.

It was the first time we received a notification about a roach walking on the apartment floor. During the last 12-years, I never had to deal with this situation. We contacted the extermination company, and they solved any possible proliferation in less than 3-hours. Meanwhile, they explained that it probably happened because the hotel was doing maintenance at any pipe near the apartment. The hotel has a pest control program through ORKIN, which is updated every 3-months. After the notification from the guest, our staff visited the apartment and recleaned as a courtesy, but we didn't find a decent scene. The guests left everything lying around the apartment, including food scraps and trash bags. So, we consider the guest should have some fault in this. Also, the building record informs that the guest used to arrive late at night, so if you neglect the apartment cleaning for several hours with those practices, it will probably attract a bug. We manage another 7-properties, and I never had a similar situation before. Nor had a bad review for the same. It wasn't the friendliest experience with these guests, and I think we suffered from their evil intentions.

Dear Pierre, Thank you for sharing your thoughts with us. Your feedback is important as it helps us improve our service. We were surprised to hear that you were not satisfied with the condition of the apartment. While we understand that some wear and tear is inevitable due to the number of guests we host, we apologize for any inconvenience caused during your stay. We would have appreciated it if you had contacted us during your stay to let us know of any issues you were facing. We take pride in our good service, polite communication, and dedication toward our guests and would have been happy to address any concerns you had. That would have been a good beginning to make you change your mind. We value your opinion and want to assure you that we are taking steps to improve. We will be replacing the kitchen inventory. Also, our maintenance staff will be addressing the painting matter and tub matters as fast as possible. We will ensure that future guests have a better experience. We hope that you will give us another chance to provide you with a better stay in the future. Thank you again for your feedback and we look forward to the opportunity to welcome you back soon.