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Balcony - Picture of Club Natale Bay Villas, Roatan

Photo: Balcony

From Review : A villa in disrepair...pictures don't lie! of Club Natale Bay Villas
A villa in disrepair...pictures don't lie!
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Loves2travel57 wrote a review Feb 2018
Pittsburgh PA76 contributions10 helpful votes
+5
The good: large rooms and spacious quarters with multiple balconies offering a spectacular view of Brick Bay. The beach area was rocky & littered; the infinity pool is a nice option. Upon arrival Chris, the general manager, greeted us and he and his assistant Kelvin helped me
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Date of stay: December 2017
Response from TJ N, Owner at Club Natale Bay Villas
Responded Feb 7, 2018
We have learned that there are a very few people who try to threaten bad reviews to get a refund. (less than 1%) but they do exist. Not that this review requires a response, but to clear up and confusion to the reader I will: (a couple of other recent reviews will validate my response). TRUTH: Our best response is to direct any readers to the January 16th, 2018 Review entitled: I LOVE BRICK BAY. This is from the guest that stayed in the very same unit just after this reviewer left. In fact, we followed up with an interview with the guest that followed and they negated pretty much everything that was shared by this negative review, particularly about the interior of the Condo, and the road. There was no mold or mildew inside the condo, or on any furniture, and it was as clean as ever. TRUTH: While almost everything shared by this guest is either fabricated or exaggerated, (much of it made up weeks after they returned home) WE OFFERED A FREE UPGRADE TO A COMPLETELY RENOVATED BEACH FRONT UNIT, AND A FREE PRIVATE DRIVER WITH OUR OWN VEHICLE. They refused this offer. TRUTH: Roatan has had the worst rain fall in 20 years. It rained all but about 4 days from November 1, 2017 to January 25, 2018. This caused erosion on all roads in Roatan, and was particularly hard on our 1 mile gravel/dirt road. It also caused constant erosion on our beach, and runoff of mud and leaves from the hillside into our calm water lagoon. While our staff do the best they can, it is very difficult to keep up with in this type of weather. We recommend to all who stay with us that 4WHEEL drive is best to rent. Most of the residents do not have 4 Wheel and no one got stuck. In fact the other 30 residences, apartment buildings and hotel residents and guests continued to pass on the road, slowly but surely. TRUTH: When the guest asked what floor their unit was on we responded that it was on the second floor prior to their confirming a reservation. We clearly state on our advertisements that the Condos are not accessible. But this we do have plans to add some fully accessible units. TRUTH: With the constant rain the outside of the building did begin to have algae grow on it where the water ran constantly, similar to what you would see happen on rocks in a creek. This was a constant battle but with a power washer and labor we were able to remove it. We now are awaiting the sun to repaint the entire outside of the building. Mother nature gave us a hard rainy season for sure. TRUTH: Proof of the intent of this reviewer to falsely go after a refund, is that all the complaints about the unit being dirty came weeks after their return. The management confirmed they never mentioned anything about the unit being dirty or having bugs. I cannot imagine a guest, (especially one like this) withholding a complaint like this and working tirelessly for 2.5 hours cleaning. Any guest in their right mind would have insisted the management either send cleaning staff right away, or move them to another unit. The unit was inspected prior to and after the guest by management as always and was validated to be clean. This has never been an issue at our facility. TRUTH: When I was first contacted by the guest, I offered several options: 1) to have staff clean the only algae affecting their unit which was on the rails of the outside balcony, provide a car and driver in and out, or 2) Upgrade them at no cost to our newly renovated Beach Front Unit. I shared with them that I would allow my manager to figure it out with them, and that if all they were saying was true, would even consider a partial refund. But when my manager indicated their claims were false, I requested that they sign a statement that they would not share their false claims with anyone verbally or in writing, as a contingency to their receiving a refund. TRUTH: Due to the impact of the rains to our beach and lagoon, we temporarily closed the beach to day guests. We have guests come from other resorts and the cruise ships for the day, and felt that it would be too disappointing for them until the rainy season stopped. Our overnight guests, have continued to come, and as you see have continued with positive reviews, noting our hard work agains the rains. TRUTH: This guest put in writing in an email that knew their rental car was damaged when they drove it off the lot, but didn't realize they would be charged for it. I offered to confront the rental agency on their behalf but they paid for the damages prior to allowing me to represent them. This is also evidence of their manipulation of the facts to steer the impression of a deserved bad review. TRUTH: Even after all of this guest's false claims, threats and harassment, I offered a "courtesy" refund of $1,000 several times even though it was not required, contingent upon their refraining from continuing with the false claims. I provided substantive evidence to the guest, and their booking broker who they also complained to, that their claims were false. This review is their response. Many times, we have offered full or partial refunds to guests who did not realize the reality of our advertisements... that we are an eco friendly resort, with an all natural beach without falsely manicured sand, in front of one of the most pristine reefs in the world, at the end of a 1 mile, gravel road that sometimes frightens guests. We even direct people that if they are looking for a Waikiki Beach, with tourists, shops and clubs, that we are not the place for them. But when a guest, rather than admit their mistake in understanding creates a myriad of false claims with the threat of a bad, review, we are less accommodating. NEVERTHELESS, IF THIS GUEST IS WILLING TO ADMIT TO THEIR FALSE CLAIMS PUBLICLY I AM STILL WILLING TO OFFER A COURTESY REFUND. So sorry for all those who had to weather reading through this. I would like to direct you to the other 98% positive reviews
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