I was very sorry to read that Claire was not pleased with our cabinas. My property manager and I work hard to please our guests and to make sure they have a pleasant experience. I will address her issues one at a time.
First, let me say that my wife and I do not live in Costa Rica. We do have a very capable and friendly property manager, Miguel, who meets guests, checks them in, and is there to help them get comfortable. When a client books our cabins, I assume that they have read our website, understand what we offer our guests, and what the area is like. I always exchange emails with our prospective visitors, giving them check-in instructions and answering questions they have.
Our cabins are in a rural beach community--not a city or town--so we have no real address that can be passed onto our clients. I always give the clients our property manager’s name and phone number, and tell them it is very important that they call him a few days before they are due to arrive, so that he can advise them on what is available in this small community and answer questions they have. Our property manager makes it a point to tell them that the nearest grocery store is in Tamarindo which is about 15 to 20 minutes away by car and that it is a good idea buy groceries in town before coming to our cabins, if they intend to cook for themselves. He also tells them about the nearby restaurants. Miguel arranges to meet our visitors at the time of their arrival to give them the keys, security codes, answer questions, and get them settled in.
Unfortunately, Claire did not contact our property manager before arrival, but instead sent me an email saying that she did not have access to Wi-Fi, so she could not call him. She asked me to contact him on her behalf, which I did. I then asked her to have the taxi driver call our property manager for directions to the cabins and an ETA. (The directions are on our website, but for whatever reason, she did not have them.)
The water heater that she said woke them up during the night is an electric-on-demand heater and clicks on and off every so often. There is a green lighted on/off switch on the front panel of the heater that can be used to stop the on-off cycle at night. Claire had our property manager’s phone number and could have called him, but didn’t. He would have been very happy to come by and help her. We want our clients to be happy!
I am not sure what holes in the walls she is talking about, but Miguel informed me today that there is damage behind the bedroom door that was caused by the door knob when someone slammed the door against the wall. This damage will be repaired.
We always wash linens and towels before our guests check in. It is possible that there was a stain that did not wash out. Our cleaning crew is very thorough, but if they did miss something, Claire could have called our property manager, and he would have taken care of her needs.
And finally, it is not our policy to invade our guests’ privacy by checking on them every day. Our property manager gives them his phone number, so all they have to do is call him if they need something. They can also contact me directly by email or by phone.