Bella Sirena Penthouse 3 chambres, 2 étages | Vues étonnantes | Plus proche de l'eau

Thank you Eunice!

Thank you Nancy!

Thank you Catherine!

Thank you! Doru and his group were great guests and we would certainly love to host them again. All the best, Mel

Hi Sam. The reason why the hot tub was disabled is because renters that came before you inadvertently opened a faucet that caused a flooding downstairs and one of the hot tubs components got fried. Although the condo had been fixed when you arrived, the hot tub part had not. It has now been installed and the hot tub is now operational again.

Dear Stephanie, Thank you for taking the time to leave a review for your recent stay at our property. We appreciate your feedback and are delighted to hear that you had a great time at our resort, enjoying the ample space our penthouse offers. We want to address the points you mentioned in your review. Firstly, we would like to clarify that we did inform you about the unavailability of the hot tub when you made your booking. We understand that you were aware of this, and we appreciate your understanding regarding the situation. Unfortunately, due to supply chain disruptions, an integral part required for the repair has been backordered, preventing us from restoring the hot tub at the moment. We have made sure to clearly indicate the unavailability of the hot tub on our VRBO page to set appropriate expectations for our guests. The other issue was the air conditioner issue on the lower floor, it appears that there was some confusion. We understand that you may not have noticed the third thermostat, which controls the temperature for the guest room and is located separately from the living room. I addressed that immediately after you called me and told you the thermostat in question is located inside the guest room and not in the living room. We're glad we could quickly resolve the situation for you. Once again, we appreciate your understanding and cooperation throughout your stay. We're glad you found our place to be a great resort with plenty of room for everyone. We value your feedback and hope to have the opportunity to host you again in the future, providing you with an even better experience. Best regards, Mel

Thank you Matt!

Hi Krysten, Thanks for staying with us. We conveyed to you that Bella Sirena is a residential resort with hundreds of owners. It is NOT a hotel. Although we have the most beautiful grounds in Rocky Point when compared to all other properties, we do not provide concierge services. We state that clearly in our contract and Web site. I'm surprised you would rate us less for something that is clearly stipulated in our terms. Bella Sirena is not a hotel. It is a residential resort with hundreds of owners. It is owners like me who rent our properties to you. This has nothing to do with COVID. We provide high speed internet and two phone lines for you to make local and long distance calls. Many of our frequent guests simply contact the respective activities directly in order to book golf, restaurants, beach/fishing activities, etc. Please keep that in mind in the future when you book directly from an owner at a residential resort.

Thank you Shannon. Glad you enjoyed your stay at our beautiful condo. We just listed it with VRBO and hope your feedback helps future guests. We hope to have you back in the the future.

Thank you for your stay and for your feedback. We're glad you enjoyed the property overall. To clarify for future guests: on your first night, you called concerned that the refrigerator wasn’t cooling after an 8-hour drive with a large amount of unrefrigerated food. I explained that it’s normal for any refrigerator to take several hours to cool in those conditions, and the next morning your wife confirmed everything was perfectly cool. Regarding the jacuzzi, it is clearly stated as currently disabled in both the listing description and welcome package. Despite multiple calls, you never asked about it, which would have given us a chance to remind you of this. When you reported a water overflow in a bathroom, you specifically requested I send maintenance. I arranged for them to come immediately. Upon arrival, however, they were turned away at your request to come back after your departure, which prevented us from addressing the issue during your stay. The BBQ grill was inspected and cleaned before your arrival, so no further cleaning was required. Cleaning supplies, including a broom, were in the laundry room but not requested. We strive to ensure every guest has a memorable stay. While moving parts can sometimes fail unexpectedly, we address any issues brought to our attention promptly. It’s unclear why rehashing these points is necessary, as each was resolved, aside from minor items that weren’t communicated to us. Thank you again!

Thank you for your feedback. We are glad to hear that the registration process went smoothly and that you enjoyed the views from the condo. Regarding the TV issue, you texted: "How do you get English on TV in living room?" We immediately responded with: "Hello. A prior renter must have changed the language to Spanish. You can go to SETTINGS and change the language to ENGLISH." Unfortunately, we never received a response from you. I also made several attempts to reach you by phone (both the mobile number and the phones in the condo) to ensure the issue was addressed, but we were unable to get in touch with you. Had we known there were any other issues during your stay, we would have resolved it immediately. As for the coffee maker, our staff follows strict cleaning guidelines, and all appliances—including coffee makers—are thoroughly cleaned before every guest’s arrival. Since this was never brought to our attention during your stay, we were not given the opportunity to address it while you were here. Regarding the patio furniture, it is only 1 year old. I was personally on-site prior to your arrival and made sure to inspect the unit to ensure everything was in top condition. It is disappointing that these issues were raised only after your departure, especially since none of them were communicated during your stay. We always encourage our guests to contact us directly if anything isn't up to their expectations so we can resolve it promptly.

Thank you Gerald! I'm so glad you and your family enjoyed your stay. We hope to see you again in the future. All the best, Mel

Thank you James. I'm glad you enjoyed your stay. The penthouse has three air conditioners that are fully automated. All doors have to remain closed in order for the the air conditioners to function. If they are left open, the system shuts down. This is customary in many properties now as we are environmentally conscious and the price of electricity in Mexico is high. Our resort provides the palapas at the beach but you have to bring your own beach chairs. We hope to see you again soon!

Thank you Bruce!

Thank you Todd!

Thank you Michael!

Thank you Matt!!

Kamal and his group were awesome guests and we'd love to host them again in the future. Thanks Kamal! Mel

Thank you Erika!

Thank you Jason!