Upon arriving at Oceana was impressed by entrance. Walked into living area and realized it was not large enough to seat 10 people. Sofa area was very hard and uncomfortable. The pool is very very small. View is beautiful and nice beach. Was told it had 6 bedrooms with bathrooms. Had 6 bedrooms- 3 private baths, 1 shared bathroom and one with no bathroom. One half bath off living room. Ants were everywhere outside and especially inside. Was told they usually spray for ants every three months but have to have it vacant one week without residents. When they are crawling on you when sitting in living room. In kitchen in food on counter and in drawers. It should be taken care of. We have stayed in many villas and this has been the biggest disappointment. Needs to be updated in electronics and internet hardly ever worked. Food was good along with the people working there. But the villa and how it was represented was not worth the cost of renting it. Hanzel was good when he was there but not always accounted for. Did alot of running around during the day therefore there was a language barrier with the other employees and us. Would not reccommend staying here. GET RID OF THE ANTS!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
To TripAdvisor – Thank you for the opportunity to answer this comment. The claims of this guest that our villa was “not up to description” is simply not true, and we feel the other broad brush complaints made are really in violation of TripAdvisors’s own posting guidelines of, “attempting a smear campaign.” Nevertheless this review has been posted, so here are the facts, and our side of the events.
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This booking came through a respected agency that we have used in the past. They have two websites, each with a very complete description of Casa Oceano and 25 pictures on each. Tripadvisor does not permit the posting of URL addresses, but both pages clearly state “6 Bedrooms, 4.5 Bathrooms”. There was no ambiguity about this on their sites, or our website, and we have no reason to believe the agency told him that there were 6 bathrooms at any time.
The 25 high resolution pictures on both agency websites accurately show the villa. They were not taken with a wide angle lens to exaggerate spaciousness. In fact, some show regular TV’s, which have since been upgraded to flat screen LCD TV’s. The living room, pool area, patio, sun deck, etc. are all shown from different angles in multiple pictures. It is easy to make a determination of what you could expect from viewing these. All the bedrooms are shown. People have written to us personally, as well as in TripAdvisor comments saying that the villa and surroundings exceeded the pictures.
As the guest mentions, ants “in kitchen, in food on counter”. Having lived in the home for 6 years before it became a rental, there is no ant problem unless you leave food out for a period of time. This is the tropics, the house is an open air design to let the ocean breezes through (although it can be totally closed up and air-conditioned). Reasonable precautions have to be taken when you open it to nature. I have been in contact with the guests immediately before this complaint, and the guests immediately after, and both parties did not mention any problem with ants. However, because this guest complained to Hansel, the maintenance man then sprayed Baygon, a pleasant smelling, but limited persistence bug spray each day. The longer persistence spray does not smell good, and logically is only used when guests are not in the house.
Hansel, our concierge, was available at all times. One day, he even accompanied them to Montezuma for 7 hours to act as a translator. Other times, he left the villa to purchase beverages for them in a town 20 minutes away, as well as re-stock fresh vegetables, fruit and fresh fish for their meals, most from different locations. He would stay around the house for hours, until he was often told he should go home, as there was no further need for him. They absolutely also knew that was available on call, 24 / 7. The agency websites state that we provide daily maid service, a gardener / pool keeper, and a Concierge. It does not say that we have a free, daily shopping service, so the Concierge can stay in the house all the time. In fact, beverage and snacks “provisioning” is supposed to be a one time event, a list submitted before arrival and everything there when you arrive, which was done. Hansel went beyond what was agreed upon in the agency contract trying to keep the guests happy.
The internet is the best that is available for that area, and it does break connections sometimes, but when that happened, Hansel reset it promptly. A new 3G tower in the area is being activated, and we expect faster service soon.
The guest was sent a questionnaire by the agency after he left. He responded with the two primary complaints listed above – not having 6 bathrooms and the ants. He threatened to write a complaint on TripAdvisor if he didn’t receive some compensation. We didn’t agree with the bathroom complaint, but saw a possibility with the ants. The agency suggested a substantial amount, we wanted to keep peace with the agency, so we agreed, he accepted, and he was paid. This can be verified in writing. And then, he wrote a complaint anyway, greatly adding to and amplifying his supposed grievances! I guess he changed his mind and thought the compensation wasn’t enough. The agency was as surprised as we were when they read it, as they thought he was satisfied in all other aspects.
In conclusion, it is obvious from other comments that most guests are extremely pleased with Casa Oceano, our staff, our incredible “on the beach” location, the surrounding nature, and they agree that their beach vacation expectations were met. We even supply free boogie boards, not mentioned on the websites. We will continue to strive to meet the needs of our guests. To all future guests, please let us know if you have any questions so that we can create the perfect vacation for you and your family and friends.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC