First let me thank you for taking the time to write a review. We understand that from time to time we are not going to satisfy a guest stay and on your stay we obviously missed the mark by your standards.
Let me go through them one by one.
The Internet, we do state very clearly on all the listings under "Other things to note" the following >>
Please be aware that sometimes we have problems with our Wi-Fi. It is an ongoing problem that we have with the service provider and even though at the time of writing this, we are in touch with the service provider we seem not to be able to get constant 100% internet access.
Since this statement was made however we have been able to fix the wi-fi finally throughout the resort and now have 100% connectivity all the time. I do apologies though that during your stay that you had a problem with the wi-fi but we did make it clear at the time that we were experiencing problems with it at the time of your booking, so we cannot be blamed or held accountable for this. We made you aware of this problem before you booked your room with us.
The view from the room, this is a great point that you brought up, no one has mentioned this before, so I do thank you for it. I have instructed the staff to buy tint sheeting for the windows so as no one can see in during the day time, this will not prevent it being seen inside during the night time, but there are curtains for that time of day to be used.
Again we have never had a complaint about the size of the air-con unit in that room, I will personally go and have a look at it today. It might be a simple matter of giving the air-con unit a good clean.
The bathroom door, we knew about it touching the basin when opened but there is not a lot we can do about it, when the room was completed this is when we found out about it. There was no room to move the basin and we could not cost effectively move the door and door frame to another location. As for it sticking I have maintenance on that today to see if it needs sanding to stop it sticking on the floor.
You say there was an unpleasant smell in the CR, well it is a CR but if you had mentioned this to the staff at the time of stay we could have investigated it whilst you were there.
As for no safe or refrigerator, we do not advertise these amenities for this room type, so we cannot be blamed for them not being in this room. If you wanted a safe and/or refrigerator we do offer these in more expensive rooms that we have listed on Airbnb.
The door handle breaking, we could not have possibly have known this was going to break, we cannot change door handles every week just in case their is a fault with the one on the door. Your are correct we do not have telephones in the rooms, but most people these days do have a cell phone with them and if they found themselves in a similar situation in any other hotel or resort and could not get out of their room, then I am sure they would have used the cell phone to raise the alarm. The door handle was replaced at our earliest convenience too.
The linen and towels not being changed for 4 days, is inexcusable, we have a policy which I assumed was being followed by the house keeping staff that the rooms that are occupied are also cleaned and changed each day, as it costs us no more than if someone was leaving that day to do this. I have already put the word out that there will be an emergency staff meeting tomorrow morning to find out why this was not done in your case, and I can only apologize to you. Though as you did pass the reception desk several times a day, if it had not been changed you simply could have just asked the girls at reception to why they have not been changed yet, believe me I make a point in doing so every day as I leave a hotel that I stay at.
We are very accommodating and if you had brought some of these issues to our attention during your stay and we agreed with you on the issues that you raised, then we would have happily upgraded you to a more expensive room at no additional cost to yourself, for any inconvenience caused. Things like the air-con, or the window, the next time you stay somewhere and you find issues please inform the resort or hotel of this, so that they can try and resolve the issue as soon as possible, this is much better than saying nothing, only then to complain in a review once you have left. Most resorts and Hotels want their guests to have a pleasant stay and we are no different.
Finally though we understand that we do not get it right all the time, and we appreciate comments whether criticizing or praising our resort and staff. We do take note of everything guests say and act upon it. As mentioned already I have maintenance looking at the door and air-con today and I have organized an emergency staff meeting tomorrow morning with the house cleaning staff.
Thank you once again Raymond for your feedback and review.