About a week before Yolie's arrival, I realized I had double booked the unit she was to stay in for her vacation. I wrote to her as soon as I realized my mistake, offered her my apologies, and let her know I had two options. The first was a full refund OR I would place her in another unit FREE OF CHARGE (giving her one nights refund) for one night and then move her to a larger unit of the same quality, in the same complex, the next day. Due to the late notice, she agreed to the latter option. When Yolie arrived she was happy and understanding. She let our property manager know that she and her guests would be visiting Manuel Antonio the next day so would not move to the other unit until about 8 p.m. The next day, Yolie and her party arrived early, around 6 p.m. to find the maid and property manager putting the finishing touches on the apartment. Yolie was very unhappy and did not understand why the unit was not ready at 6 p.m. when she had told us she would arrive at 8 p.m. No matter what we offered to Yolie, she was very upset and disappointed. Because we could not calm Yolie or come to an agreement about anything, we asked her and her guests to leave and gave her a FULL refund. Because I travel a lot, I can understand Yolie's disappointment. Having said that anyone can see by all of our great reviews we try and go above and beyond to make each guest happy. I truly hope that Yolie enjoyed her stay in Costa Rica and that she will return in the future. At the end of the day, hospitality is our business and our goal is to accommodate our guests, for everyone to enjoy the environment that we have created in our apartments, and the PURA VIDA that is Costa Rica.