Our low rating of this VRBO property is due to the owners unpreparedness and response to the aftermath of hurricane Fiona during our 8 day visit.
12 hours after we checked-in, the property lost power and did not return for five days. By the 6th night we cut our losses and moved to a hotel in San Juan. We learned that many businesses had prepared for inclement weather and due to their preparedness they never lost power or water.
I had booked this property 3 months prior due to the properties positive reviews, beautiful photos, location (on the beach), and offered amenities. I felt safe booking this and paying a premium price....because I thought we would receive premium service. We did not.
Due to the loss of power we were unable to use the following amenities. Stove/oven, hot water heater, A/C, light fixtures, microwave, washer, dryer, the security gate (was unlocked all week and opened there for no security) wifi, TV's, etc. After we specifically asked Carlos if the property had a generator to switch too he reported there was one in the closet. We then had to set this up with oil and gas ourselves. All of the appliances other than the fridge were 30 AMP and there were no cables long enough to run any other appliances. Due to the lack of extension cords the generator had to be placed on our patio with any cords running through the patio door so the door had to remain cracked. Causing fumes.
Even though we chose not to listen to our generator 24/7 and smell our gas 24/7 we still had to listen to the neighbors 24/7 and smell the gas from their generator. Sitting on the balcony, listening to the waves, opening windows at night to try and stay cool, drinking coffee outside in the mornings, wine in the evenings.....not as romantic when it smells like gas and sounds like you're at a race track for 5 days.
I did not ask Carlos for a full refund as he could not control the hurricane. But, as a business owner he can control having a back up plan for situations like this (when paying a premium price)....many other businesses on the island were prepared for this and kept their guests happy. I asked Carlos for a 50% refund as we did not get the experience we were sold....along with being unable to use ANY of the amenities. He denied the refund as 'this is his only source of income'
If you are going to charge premium prices....you should be prepared to go above and beyond to help your guests and not leave them stranded for 5 days with no power.