Response from Solar:
We are very sorry that you had such a terrible first time Airbnb experience. We had lots of communication prior to your reservation and arrival through the app, which I responded on a timely manner. I am not really sure what was left unclear to you and therefore caused misconception as I responded to all your questions prior to your arrival.
On the description its says that toiletries are provided upon arrival, and nowhere is specified that there will be replenished, we do this as a courtesy to our guests, as we know that after a long flight, first guests will come to the apartment and might need to use the restroom. For this reason we included two rolls of toilet paper and the next morning you asked for more toilet paper, which we provided to you. When you asked again we then told you that it was not included and would not be replenished anymore.
Even though cleaning service was not advertised or included on this Aribnb rate, we did clean up, change your linen and towels once during your stay, thinking you would appreciate this extra free service, but it is never mentioned on your review.
After making the reservation you informed me about a plan change and that a 5th person would be added and wanted extra beds, which I informed you that was not possible due to the size of the room. I offered you the queen room for your friend to stay and lowered the price for your dates as this was only for one person and to make it attractive to you, since I understood that it was an unexpected expense.
We were informed about the Ac and the door lock once and this was checked and fixed right away. About the fan nothing was reported, as this fan is barely used since there is an Ac unit in place. We have removed the fan form the apartment as it is not really needed and to avoid future nuisance to other guests.
On the day of your arrival you were informed that we would not be there and that you were free to contact us during your stay, which you did at first. Later I sent you a message after the second day which you never responded to, indicating about the toilet paper, towels and laundry fee.
Unfortunately we were not on the island during your stay but were always reachable via email, (SENSITIVE CONTENTS HIDDEN) or Airbnb messages. Our temporary phone abroad was also listed on our profile in case you needed to contact us directly, as other guests through this same platform. My mother was always there and you did contact her several times on the first and second day. You must understand that you did not book a five stars hotel, were there is a team constantly available to attend to all your needs 24/7, instead you booked a budget guesthouse run by a friendly and attentive family. I don't think that our presence during your stay would have had a positive impact on your experience anyways.
We have a fast unlimited data Wi-fi connection, which is not charged by data usage. Unfortunately the provider was having some issues due to some power outrages in other parts of the island which affected the speed of the connection. We did reset the router several times to try to improve connectivity as we received feedback from you and our other guests on property that day. Saying this I apologize, but there was nothing we could do as it was not in our hands, but by all means we did not turn the Wi-Fi off to restrict or minimize data usage.
As an extra service we provide Laundry service of a full load wash to our guests for a $5 fee, this includes washing, soap, softener, drying and folding, delivered to your room. Our guests find this very convenient as prices on the island range between $9-$10 for this same service, and are offsite, implicating drop off and pick up, so extra charges on gas.
There are several trees onsite which provide both shade and beauty to our courtyard, as Aruba is very windy it is common to find leaves on the floor, specially the parking lot area. We do clean these on a daily basis, so we are sorry it was not done before you arrival but afterwards.
There is a law on Aruba that prohibits dogs wondering freely around, so probably these were dogs that were being walked around.
On our profile we recommend our guests to rent a car as we are not located on the main road were the bus transits, I mentioned this on our conversations and we are glad that you took our advice and were able to visit several parts of Aruba.
We will consider your recommendation of placing a microwave in the room for guests use. On our profile it is not mentioned on the amenities that there is a microwave in the room, it unfortunate that you assumed that.
Is it clear to us that this is your first time using Airbnb, which offers accommodations at friendlier and more budget convenient prices than large hotels. In order to be able to offer these prices we can not offer many of the services that we could provide at a higher rate. Aruba has several accommodation options for all the guests that visit at different nightly rates and offering different services to accommodate each guests needs as you most likely noticed when visiting the high-rise hotels.
We hope the next time you do a reservation to any property through Airbnb you make sure to review the services provided by the accommodation to ensure a pleasant stay and experience that meet your needs and expectations.
Yohana & Freddy