Mitchell, we have been looking forward to validate your complaints from our continuous email exchange throughout your stay. A follow up on this was planned after the next guest’s review, so we can come to an informed validation since your review left us puzzled. This is the first time a critique like this has been received. All our reviews have been really pretty inspiring and fair.
It is very interesting that none of your complaints was shared by the next guests who checked in right after you left. This is really comparing apples to apples, oranges to oranges since they stayed 3 nights as well. The “complaints” that you mentioned are also being unraveled differently. They found the whole experience a delight and recognized what the house has done to address situations: noisy frogs, mosquitoes, stereo system etc. This guest took his time to give it a fair assessment. I am including it here for you to read. Their review is published as well since they are legitimate guests of Air BNB. This is totally unbiased and based on the actual guest experience.
We proudly stand by our product, continuously deliver/exceed expectations and strive to give best possible experience to all guests. Reviews from other past guests do not share your complaints at all.
I believe that that this type of house is not suited for you. A modern house with central air conditioning and enclosed quarters where no sounds from nature can filter in would have been appropriate (with a matching price). This house is meant for global guests looking for a different stay from hotels to hopefully get an island lifestyle, interact with the local people on their way to the beach, delight in one’s surrounding, recognize the subtle elements around the house to add to the whole experience and awaken the senses to savor the exotic.
We immediately offered you a refund with a check-out time-anytime the following day after you contacted us. You declined the offer and decided to stay the whole duration, 3 nights. This meant that your first night was complimentary- on the house to compensate for your “inconvenience ”. We would lose out since we could have given this reservation to someone else, yet we offered that without any hesitation as to honor the bond between guest and host, framing the principle that “customer comes first”. It was alarming to hear how seemingly unhappy you were, yet you decided to stay. We inquired again later in the day and you reiterated that are staying for the rest of your scheduled reservations while sending new complaints. Anyone who sends emails complaining about almost everything would have checked out immediately especially if the host offered a refund, making the 1st night free. It was not peak time, so it was very easy to find another place to stay and be able to get last minute confirmation just like how you reserved with us.
We would like to draw your attention that you suggested at that time before this review came in to give you a credit you for a FEW DAYS (based on 3 night stay) for future stays when you declined the refund. Why would anyone propose a credit for future stays if the house is not acceptable at all? The house must have been all right then.
It is fascinating that after you have written this unflattering review that you are demanding a WHOLE REFUND for your ENTIRE 3 night stay. That makes your holiday free, does it not ? It is certainly a better arrangement that what we have offered: check out now, making the 1st night free, find other accommodations that will meet your standards which you will have to pay coming from the refund. This is certainly a first time for us to have a guest demanding a refund in this mode. This is astounding! The guest declines to check out after the first night after numerous complaints, suggests to give him a credit for future stays, decides to stay for the whole duration, accept the status quo while “enjoying ” or “enduring their stay in uncomfortable living conditions”, later gives a critical review then demands a whole refund.
The house is cleaned everyday whether there are guests or no guests. The staff was called in to make sure all your concerns were addressed. They practically where at your beck and call.
We have enforced to them to continuously/diligently give more attention in this area. No one has ever complained that the house is dirty.
The current staff Mimi, who will be with us for the next 2 months while regular staff is on maternity leave, has been doing this job for other establishments for at least 5 years. She has been praised by guests.
I am sure you would not want even consider cooking if the kitchen with its’ pots and pans were dirty, yet you did use the kitchen while staff cleaned and tidied up after your post cooking. Staff always clean after guests by the way, such as unwashed dishes, pot and pans as part of their duties. They are there to pamper guests-no big deal.
The stereo works fine as what was informed to you repeatedly, yet you still insisted on having a tuner. It is just inserting the connector from IPOD/IPAD/PC to the amplifier. How simple is that? We had our staff drop by to show you this but you did not want to spend 5 minutes with them, so they could show you how it works. Please see the review how much the next guests enjoyed the sound system. Everyone loves the sound system “ without any tuner” except you.
The outside shower has 2 showers, a hand held one and the rain shower above. There is nothing wrong with the 2 showers nor the hot water. Guests love this outside shower, designed with exotic plants and a pond. It is very private, only the birds and fish have access.
Villa’s dossier is always sent after confirmed reservations are made. I am not quite sure you had time to read it since you just had reserved the day before your arrived. A lot of information are in there. Expectations could have been managed better if this was read or there was time to read this and there was time to clarify them.
Th steps are very comfortable since they are almost carved into the terrain. It is a slow, amble climb. They are 4-5 feet wide, 2 feet long with a rise of about 3 to 4 inches. Children, people in the 70’s and up and pregnant women do not have any problem going back and forth on these steps. This has been validated and the house description is being updated to reflect this to avoid future misunderstanding and to alert potential guests who cannot take the steps.
Here is the review of the guest who immediately checked in after you.
Our stay at Rosemarie’s house in Diniwid was a treat to the senses. It still has the ‘old Boracay’ charm to the property as we have imagined it . We would never forget the chorus of frogs and crickets at dusk and the sound of the ‘tuko’ at night against the backdrop the tropical rain. We wanted our children to experience all this. One night, we played the Church’s album ‘Starfish’ and it felt grand and apt in Rosemarie’s house, particularly the song ‘Under the Milky Way’ along the trickle of the pond, the aforementioned frogs and crickets and the ‘tuko’. Mesmerising. Rosemarie’s stereo, along with the acoustics and layout of the house made the music very convincing to us. Switching the music off to listen to nature’s sounds is equally hypnotic. Of course this is mood dependent...the point being that the house was ideal for relaxation, away from the mad traffic and chaos of Manila or even White Beach. The house is complete, for all that one would require for a comfortable stay. We felt secure and looked-after with Rosemarie’s immediate and near real-time responses to our questions. Had we had more time, we would happily have stayed there longer. Our time there coincided with our wedding anniversary, which was a wonderful and fine way to celebrate with our children. Expectation management was also pivotal in our own experience. Resort luxury stays was something that ever excited us. In other words, if this is your thing, then Rosemarie’s house may not be for you. We felt for example that the fans and the open design of the house was plenty adequate for cooling. The electric mosquito zapper and ‘katol’ was also doing a fine job of taking care of business along with the mosquito nets. Frogs come to visit too, sometimes in the bathroom which was lovely. My little girl was fascinated by these creatures as much as we were. The design of the house reflects the environment with its high angular ceilings for efficient air flow as well as providing corners for reading and contemplation. Plenty of space for lazing about. One can enjoy the house by itself by stocking the pantry full and plenty of ice cold San Miguel Pale Pilsen. The turquoise beach of course is beautiful on this side of Boracay however would require a short stroll from the house. The walk to Diniwid beach (all 10 minutes of it) can be daunting for first-timers (our second time there so were comfortable with it) due to the tricycle traffic zipping past, particularly with little children. It is a straightforward walk to the beach past the shops and stalls, great for supplies. Fried skewered caramelised bananas was always a treat. Our experience with the housekeeper ‘Mimi’ was lovely wherein we arranged for a later tidy up rather than an early morning one which afforded us more time to laze around, read in the quiet and enjoy the early morning noises that the locals make, such as...