Hi David, thank you for your kind words about the apartments. We spent a lot of time on them so thank you! Much appreciated.
Now, in all our time of hosting we have never had ONE complaint about Willy; in fact, if you look at previous reviews, he is inevitably the highlight so it comes as a complete surprise to hear your feedback.
Communication is difficult in Havana, we readily admit that, with some phone calls just never going through which is why on the 29th August (over a week prior) we asked you what services and requests you would like as we like to make sure we have everything ready. You got in touch with us on the morning of your stay asking for airport pick up with a flight arrival of 2pm. You then wrote back to us just hours before landing and said you made a mistake and it was 1pm. I wish you knew how much we had to bend over backwards to make this happen and we did. It just feels very unfair that you give us 1 star for communication when we asked a week in advance if you needed anything at all. Willy didn't know that you'd been guided to a yellow taxi.
Regarding your driver to the beach, that does sound terrible and we are sorry that happened. We do not know who that person was but I can promise you that driver will never work with us again. We are investigating and he will be reprimanded. We are more than happy to compensate you for that ride while we track them down.
Regarding the mini bar, again, you are the first person to think the drinks in there are free. We have one bottle of rum out for guests to enjoy a taste for free and then a mini bar like many hotels stocked full of drinks. If it wasn't obvious you had to pay for them then apologies, but it is stated in the guide we sent you. We will make it extra clear they are for sale.
What seems to have upset you is that Willy charged you for the mini bar drinks, but what you don't say is that we fully refunded you for all the drinks you had that week to make it up to you.
Jamie replied immediately to every email you sent. I sent you the guide book with all our favorite and local recommendations 8 days prior to your trip as soon as you booked and we offered to book any restaurant you wanted. Yunior came and met you personally to show you around the apartments and Willy was on standby to organize anything you wanted.
David, it sounds like the mix up around paying for your mini bar drinks 'ruined a lovely trip' which is just a very sad thing to read on many levels as a host, especially as we refunded the drinks AND we gave you a discounted rate to stay even though you only stayed 4 nights (this was prior to you booking). We work tirelessly every single day to give our guests the best experience possible. I know you won't change your review, but I wanted others that read it to have more perspective.
Anyway, good luck on your travels, we wish you well.