Appartement de luxe Westgate

Hi Mark, To clarify what actually occurred: you docked us for something we were not made aware of regarding needing assistance with check-in. We are confused as to why this resulted in a 4/10 rating, especially since we responded promptly to every message you did send. We would have gladly assisted with check-in had you reached out. Our welcome guide with step-by-step photos is provided 72 hours before check-in via email and is also available through the app. We are aware guests arrive at all hours, and given the close proximity of the unit to the main gate and the clarity of the directions, there is no need to search for a building number in the dark. The instructions are designed to prevent this exact issue. Lastly, your claim that multiple reviews mention this is inaccurate, as most guests highlight our communication and again, we cannot resolve anything if we are not informed. A low rating based on something that was never communicated and not related to the actual property does not reflect an accurate review.

Hi Sharon. We’re disappointed to see a low rating submitted on the final day the system allows reviews, especially without any communication or stated concerns during your stay. This feels as though it may have been done intentionally with ill intentions, which is both surprising and concerning. We strive to provide excellent service and would appreciate accurate reviews with genuine feedback to help us improve.

We do not appreciate false reviews, as they misrepresent our commitment to quality service. We have been in the hospitality business for 5 years, our beds are always prepared with sheets and blankets, with extras readily available. You did not request anything during your stay. The water heater was found to be in working order. Had we been informed of any issues, we would have resolved them immediately.

Hi Olga, We’d like to clarify a few points for future guests. Our listing clearly discloses that top sheets are not provided and explains our thermostat policy. During your stay, we discussed the temperature, and you confirmed you did not want it adjusted as you don’t like heaters but rather blankets. This contradicts your comment. When you requested additional blankets and supplies, we promptly delivered them, and you again confirmed everything was sufficient. You had a total of 5 queen blankets, 1 king, 8 rolls, and 16 towels. Yet all additional items we brought ultimately went unused. All concerns raised during your stay were addressed in real time. Despite our efforts and your confirmations, it appears you were somehow still unsatisfied.

Hi Barbara, we’re disheartened by your very inaccurate and misleading review. Our unit is fully stocked for up to four guests, and your reservation was for only two. There are two extra blankets in the closet — we always provide extras, even during the summer months. It seems you may have overlooked them. The Wi-Fi was fully functional (we’re notified of any outages through our system), and the fob lockbox code was verified to be correct before and after your stay, so this was due to user error. We’ve perfected our check-in guide — especially for our late arrivals — with clear, step-by-step instructions and photos to make the process simple. We’re unsure how you spent “15 minutes” driving around, and again, you never contacted us for assistance at any point during your stay. We always encourage guests to reach out if they need anything rather than posting inaccurate complaints after checkout. Our goal is always to provide a smooth and comfortable experience for every guest — as reflected in our many positive reviews — and we stand by the accuracy and quality of our listing.

Thank you for your feedback Kristie, Although to clarify, our listing is accurately described and fits the needs for the number of guests we can host. Nowhere do we advertise a “gourmet” kitchen, yet we still offer many essentials that most hotels don’t at a fair price. Arizona’s climate plays a role in our bedding choices, and additional blankets were available in the closet for your comfort. We have inspected our furniture after your check-out and have found everything to be in proper working order. Regarding noise, we enforce quiet hours, but we can’t fix a problem we aren’t made aware of. Instead of leaving a review filled with complaints after the fact, we encourage guests to communicate with us in real time so we can happily assist. We hope you enjoy future stays with Vbro

Hi Ann, We’re disappointed by the exaggerated and misleading review you left. To clarify: the tub does not contain fiberglass, nor is there any “gaping hole.” There’s a minor peel on the edge — strictly cosmetic, with no impact on use. If it were as severe as claimed, we wouldn’t have had multiple guests, including yourself, use it without issue. The mattress is a standard one with a common foam topper to enhance comfort — not a replacement. The faucet was fully functional, you insisted drinking from the sink even though we never advertised a filtration system. As for the “damages,” a light scratch on the TV does not affect its performance and doesn’t warrant full replacement. If we swapped every item with wear and tear from guests, costs would be unnecessarily high. You received your check-in code at the scheduled time. Declining to pay for early access was your choice — not a service failure. We pride ourselves on providing a clean, spacious, and well-located home — all of which you acknowledged. Creating a dramatic narrative based on personal preferences only undermines honest and helpful feedback. We wish you the best in your future stays Best, A.S.E.T