Thanks for your kind words regarding our house and our professional service. We are happy to read all the reviews of our satisfied guests as we do our best to make them feel at home and enjoy their stay in our house and our beautiful Varadero beach. At the same time, we appreciate and welcome all feedback just like your comments in this review which we have carefully analyzed.
1 - Regarding Lino, we checked all our previous communication with you before your trip, and we confirmed we did let you know several times that there were chances Lino wouldn't be available during your stay. That's why we were not able to understand why you were so frustrated at your arrival when we told you that Lino was not available. Even though our business is accommodation, we did our best to try and make you feel better because of this meal-related situation. We offered you Mojitos, Coffee, Fruit Juice, Fruit Salad at no additional cost. High-quality breakfasts were provided even after breakfast hours to suit your schedule, including a complimentary breakfast the last day. Information was also given about recommended restaurants in the neighborhood.
2 - Regarding the smell of humidity and mold, it is necessary to remember that during your stay in Cuba, a large part of the island was under the influence of the subtropical storm Alberto. There were endless downpours every day. The rare increase in relative humidity affected the room you mentioned, but there is no mildew at all in our rooms. We tried to take care of cleaning with more effort than usual. We also wanted to be helpful to you, and we put to dry the bathing suits that you had left in the room for a long time, full of sand and wet. That surely made the humidity worse. It is essential for us to do the cleaning and change of towels in the rooms every day and the replacement of bed linen every other day.
3 - As we do with our valued clients, since your arrival, we gave you the personalized and kind treatment that is one of our highlighted features among the other owners. We gave you all the necessary initial information: location of places of interest in the area and prices, how to access the beach, how to have internet (wifi areas, where to buy internet cards), how to find taxis and their approximate prices, weather conditions. We also explained everything about the house, how each key worked (each room has a set of 4 keys). During your stay, we talked about our customs, history, social events, etc., exactly as we usually do with our clients who choose a private family home (and not an all-inclusive hotel) just to have more contact with our reality and with the Cubans.
4 - Once again, we regret your misunderstanding regarding Lino's availability, but we are happy we did our best to make your stay at our house as pleasant as possible.
Best wishes, Gema and Felix