Islana - Ocotal · VILLA DE LUXE, accès à 3 piscines, tennis, salle de gym

Appreciate you taking the time to share your feedback. We are so glad you enjoyed the house, though we sincerely apologize that your experience with the concierge service did not meet expectations. Thank you for your comments.

Thank you Natalia for taking the time to leave us a review. We would be happy to hear from you on what you mean by the home needing maintenance since we didn't receive any feedback during your stay. The location of the house captures the essence of Costa Rica by connecting with the mountains, wildlife and stunning ocean views that the home offers. Also remember that Easter Week/Semana Santa (the week you visit us) it's one of the busiest times of the year, where we have a lot of local and foreign visitors and certainly it can be reflected on the roads that adds time to get to places turning a 10 minute drive to a 15 or 20minutes. We are glad that you had a great time at the home and enjoyed your stay, we hope to have you again in the future.

Hi Shilpa! Thank you for your 5 stars review. We absolutely loved having you and your family as our guests, and we can't wait to welcome you back again in the future. Regarding the Internet you mentioned, we appreciate you bringing it to our attention. We'll definitely look into it since none of our previous renters have mentioned this before. We apologize for not being able to fix the water dispenser during your stay. However, as we informed you, we want to highlight that Costa Rica takes immense pride in providing safe and pure drinking water throughout the entire country. In fact, it's one of only two countries in Latin America where you can drink tap water without any concerns.Once again, thank you for choosing our place, and we genuinely look forward to seeing you again soon!

Thank you for taking the time to share your feedback about your recent stay at our property. We appreciate your compliments regarding the size of the house, the beautiful views, and the great pool. However, we are sorry to hear that certain aspects of your experience did not meet your expectations. We strive to provide a memorable experience for all our guests. Regarding the kitchen, we do apologize for the condition of the area around the garbage can. We have reinforced our cleaning procedures to prevent similar oversights in the future. It is important to note that we make efforts to accommodate our guests' needs during their stay. As evidence of this, we provided two courtesy cleanings during your time with us and we encourage all guests to communicate with us directly, as we strive to ensure their satisfaction and make any necessary adjustments promptly. We understand that our property may have appeared somewhat dated and appreciate your feedback on renovations, while we continuously invest in maintaining and improving our property, we will take your comments into consideration as we plan for future updates. Regards, KRAIN Vacation Rentals Team

It is part of our service to provide a personal check in and walkthrough to the property, where most guests appreciate and any questions that may arise can be answered. Although self check-in instructions can be provided if they ask. The property was checked before their arrival without any damages. David who is in charge of guest service did took picture of the damage caused, and it was noticeable that some of the guests where under influence of alcohol. We reached out to them via email and they did not respond until they were leaving, it was hard to get into an agreement with this guest, and they where not charged without their consent, although they are not welcome in our properties anymore.