Thank you for taking the time to respond. It is unfortunate that your stay with us was not enjoyable. This seemed to be as a result of issues you may have had with our policies that were clearly stated before you booked with us. These same policies were also clearly stated on the standard “House Rules” document provided to each of our guests, which you signed and acknowledged upon arrival. Despite this, it was regrettable that our “House Rules” were challenged during your stay with us. One of these rules being “Visitors (to our guests) are not allowed in the rooms, suites, studios, pool, dining area, garden”. When it was observed that you had two unregistered visitors on the compound, one of which was observed by our staff exiting your room, you were privately and politely informed of this, away from all guests and your visitors.
With regards to J’ouvert events, as you would know, these events involve participants being covered in mud, oil, paint, grease or chocolate. It is common in Trinidad that most hotels/guesthouses would not allow guests who have attended J’ouvert events, to go past the lobby or into the rooms if they are still covered in mud, oil, paint, grease or chocolate. In order to prevent damages to our rooms and lower the risk of guests having to pay for damages, a specially outfitted bathroom is provided that is equipped with hot/cold water, wash cloths, towels, shampoos and soaps that our guests are directed to after attending a J’ouvert event. It is always expected that the same courtesy guests would have toward their own property, be exercised during their stay with us. To this end, the intention of housekeeping is not to repair damages brought on by the deliberate/careless actions of guests. Housekeeping, is performed every other day by our housekeeping staff who replace towels, make the beds, remove the garbage, top up tissue/shampoo and tidy the room. With regards to our facilities, it is unfortunate to learn that you were not aware of how close the pool was and that you did not make any attempt to ask any of our staff about it or any of our facilities; bearing in mind that you had full access to them. Tours of the compound are encouraged during check-in and our staff is always available to answer questions. Overall, it was regrettable to learn that your decision to not consider our policies was as a result of your beliefs with respect to our pricing during the Carnival season. For the future, your suggestion of trying a larger franchise hotel instead of a guesthouse is encouraged. Please note that these franchises, would have similar policies (especially for J’ouvert) and are usually 3-4 times our pricing during Carnival season. Nonetheless, thank you again for taking time to respond. Best Wishes.