Dear Gotophi Hotel Services (Liu, Dan),
I’m sorry to hear you had a bad experience. Your feedback is very unusual for us, this year we have had more than 1,000 guests staying over a 150 night period and 90% awarded us with a 5 star recommendation accompanied with positive and glowing feedback, which is how we have achieved our Superhost status.
As your comments and feedback were most unusual and against the normal feedback we receive I would like to address each of the points:
1. Anvaya Cove is a we’ll-known sought after 5 star resort which prides itself on being a quiet, relaxing retreat. The resort is surrounded by green mountains and a beach. I’m sure you were aware of this when you were considering to visit the place before booking. Hence we are not based nearby any major towns as that would deter from the tranquility and essence of the place. The nearest major shopping area/town is 30 mins away. This was explained to you when you booked. We do not provide free toiletries, food items or bottled water. This is in line with other private condo’s being rented within Anvaya. We did advise you of this and explained where you can buy these items en route if you hadn’t already considered this before leaving.
2. Our pricing is consistent with other privately rented condos within Anvaya. In addition to a Condo with one of the best views we are also able to provide free guest passes for those booking outside of Super Peak Season. As members we are able to endorse all guests at anytime so they can use the restaurants, beach, sports complex, swimming pools and all other facilities. As outlined in our listing we do charge a premium for booking during Anvaya Coves Super Peak Season – Christmas & New Year, Holy Week and a 3 day period around All Saints Day, which is when you stayed.
3. All the normal cooking utensils, pots, pans, microwave, rice cooker, electric kettle, toaster, refrigerator, cutlery, plates, mugs etc. are provided but we do not provide any food items. However, as mentioned there are also 4 restaurants within Anvaya to choose from providing a range of local and international cuisine of a high standard. This was explained to you when you booked.
4. Our condo is treated each month by a pest control company and we use the same company that Anvaya use throughout the resort. In addition our cleaning team thoroughly clean and spray after each guest and also carry out a final inspection prior to the arrival of each guest. Once I received your comments I had the condo inspected but there was no indication of a problem found. Subsequent guests have not raised any issues and to date this is the only feedback we’ve had from over 1,000 guests. I can therefore only assume that this is a very isolated incident.
We actually live on Anvaya and do always ensure our guests are comfortable and strive to ensure they have everything they need for a comfortable stay. We provide contact numbers for myself, my wife and our caretaker Cito, as well as being contactable via AirBnB or text. We always respond to guest questions and have always been able to deal with any issues. We have provided basic items in the past for our guests when requested and there is also a small town 15 minutes away that can cater for all basic items if we do not have them available. My wife also called you but I believe you was not comfortable to talk on the telephone and preferred to communicate via text/messaging.
Again, I am sorry that our Condo did not meet your expectations on all counts and respect your feedback.