Amber

Host Response

Hi Connell, You shared that your initial arrival time was 5PM, with a message noting that you would arrive on time, and then your party didn’t arrive until 11PM with very little communication or updates in between. Actually, at one point when we checked in at 8PM— you lied to us and told us you were in town (less than 10 mins away) trying to get a taxi to the house, and then you still didn’t arrive for several hours. So yes, we had to charge the late fee (as transparently outlined on our listing for all guests) because we had to pay our House Manager to be at the house to welcome you for an additional 6 hours past the time you told us you were originally arriving. We also don’t typically allow check-in’s that late and *we* covered the cost to pay her extra on top of that to make an exception for your group, despite your poor communication. With better communication and time assessment, we can work together to make the proper arrangements for your arrival. This is all we ask, as we understand that some circumstances are out of our guests' control. You notified us during your first morning of the water issue and we had our team resolve it within the hour, confirming hot water throughout the home. If this was an ongoing issue during your stay, it would’ve been great to know so we could have addressed it then vs hearing about it later. The hot water in our home is gas powered, not electric, therefore it does not impact the electricity and is not included in the daily allotment. In the event of long hot showers, the water will cool at some point, due to overuse. We ask for assistance with water conservation from all of our guests, as noted in our Welcome Guide. Simultaneously, you were refunded your full electricity deposit since you did not use more than the daily electricity allotment. The beautiful view of our home is afforded to us by a wonderful mountainside placement. With that in mind, we are partially surrounded by nature (including non-poisonous scorpions that are native to Nicaragua). We take preventative measures before every guest arrives to minimize insects in the home and are happy to address any concerns that may arise during your stay. We know that some people are more sensitive to insects than others and we certainly would have cared to know of this if it was an issue while you were there. With better communication, we could’ve helped make your stay even better. As with your flight, some things are out of our control, but with proper communication, we are always happy to work together to find solutions. All the best.