We are extremely happy and grateful for all of the reviews that our guests send us (thank you!). Obviously, we LOVE the 5-star reviews more than anything, but we also know that a) not everything is perfect and b) each guest has his/her own preferences, needs, likes and dislikes.
So when we get a 3-star review (or worse…which hasn’t happened!), we’re still grateful because it makes us aware of any issues and gives us a chance to fix and improve things in the villas we manage…and there’s always room for improvement.
Villa Tortuga, a 5-bedroom villa in Puntacana Resort & Club recently received the following review (please also read the “owner’s response” further below):
GREAT WEEK OVERALL WITH A FEW ISSUES… * * *
Carey N. wrote…
Stayed March 2016 / Submitted April 12, 2016:
The week in Punta Cana was great as a whole, beautiful property and beautiful beaches, wonderful weather. The house was very nice, large and plenty of room and large private pool. The kitchen was well-equipped to cook and enjoy the time, however, the oven did not work and we had planned to cook for most meals, which was a problem (we ate out more and spent more money). The grocery was a few miles away, no problem and pretty good selection at reasonable prices. The housekeeper lives there and she is very sweet an attentive but on her own schedule of sorts. Nothing ever seems to be urgent, of course, because you are on island time. The oven was the main issue and we got no form of credit for it, even though we asked politely. There is no urgent plan to fix it either, so if you stay in this house, don’t plan any big meals (though you can hire a chef if you want for a fee, of course, but what would he cook in??). There is a gas grill that works fine and microwave and cook top. Overall still a fun vacation week, but I’m not sure I would stay at this particular property again.
Owner response: Thank you for taking the time to write the review. You are right that the big oven was not working. The piece has been bought now, but we were waiting for the parts for the oven for 3 months (The piece has been shipped from Miami and is arriving later this week). Due to this problem we bought a nice counter-top oven which works perfect (not as big as the other oven but works perfectly as long as you don’t want to make a whole roast). The stove and the BBQ were both working perfectly also. I am sorry that you feel that the problem with the oven should have resulted in a credit, and if we had not had the counter-top oven, i agree. But we had an oven in perfect working order, just not as big as you would have liked. I am sorry for the issue, but glad to hear that you had a good vacation. Best regards, Anders.