As a manager, the job sometimes requires you to say no to a guest. The guest called Expedia none stop for 11 days, trying to have her way. The guest booked two separate reservations with a one day break between, and they wanted to leave and go to Portland and keep the keys for the unpaid day. She negotiated a valid point that we incur expenses to check her out and clean the villa. Though it is a good point, there are policies we need to follow. Joyce wanted to not pay for the night, keep the keys and get a refund on the cleaning cost on the second reservation. This is just a mess, and she did not relent through check-in. Sometimes we need to learn to let go. Joyce, booked with airport pickup, and I advised her how large the property is and that she could not walk to Ocho Rios of the beach, and she rented a car instead. I think she is blaming Expedia for not informing her upfront. This could have been a lot smoother if the guest stopped trying to ben the policy and understood that she could not keep the keys if she was not paying for the night between reservations.

I am sure travellers can trust Expedia, and our villas have been on Expedia for 7+ years. The villas in the palms are private, so they operate as an Airbnb would operate. Mr Garth booked our villa for his wife, we called him multiple times, and it went to voicemail. Mr Garth's wife showed up without reading any of the multiple messages we sent or returning our calls. She engaged the guard at the gate instead, who rightfully informed her there was no reservation at the gate with her name. The security at the Palms does not work for an individual property owner or provide reservation support. The guard gave the guest our number, and she left and called Expedia instead, who gave her a full refund.

When this guest's arrival time came and went, we contacted Expedia to find out if she cancelled, and we were not notified. Mainly, our concerns were that we called and messaged so many times and got no response. Expedia said everything looked ok and they would reach out to the guest. Four days later, Expedia located the guest and informed us that guest planned to come and check-in. We later learned that the guest booked via a travel agent who took the guest's money and booked a reservation on Expedia.com. The travel agent booked on Expedia.com and kept the Expedia itinerary with all the property information and check-in instructions. They then issue the guest an itinerary from their agency with little to no information, not even our number. When the guest arrived, their travel agent was closed, they did not have our number, and they did not have Expedia's number. The guest was banking on walking into a hotel lobby with staff instead of the private villa, which is what we are. We accommodated the guest and treated the guest well, and Expedia refunded the travel agent for the four missed days.

Mr Dean, it was our pleasure hosting you. Thank you for the review and please come again.

Thank you for the review

Thank you for the review. The expectations that the amenities of a villa would be the same as an all inclusive that cost 3 times as much is not a reasonable expectation. It is true this guest had to wait 1 hour and 23 minutes for the villa to be cleaned. The guest was a little frustrated when the manager told her the process could be hurried. It was 11am and the guest asked for the managers' boss and so I was introduced. The guest explained she just checked out of an all inclusive with her family and she needs to check-in immediately. I politely explained that check-in starts at 3pm, early check in is base on availability and the reservation was made only 2 hours prior. I asked the folks at the Deli in the country store to fix some warm sandwiches for the family until the villa was ready. Fast forward 15 days later and the guest called the booking company requesting a 50% refund for having to wait on the villa and buy tissue. I have denied such request for a refund 3 times. In a self catering villa with a family room and full kitchen, guests normally get their own supplies. We provide complimentary supplies and if the guest runs out we are always happy to offer more on request. Once again I agree with the guest, that villa do have bugs. When the lights are on, if you are on the front porch as most guests are during evening hours. The doors to the family room should no be left open, if you wish to avoid bugs and flying insects. Bugs are attracted to the light. This is worldwide and particularly in tropical countries. We did not see the reason to offer a 50% refund and decided to allow this guest to write the negative review she has be threatening to write. Summary: this guest do favor an all inclusive which is 3 times as expensive and had an expectation that the amenities would be the same.

Thanks for the review...

Thaks for the review

Thanks for the review

Thanks for the review Peggie