Thank you so much for your kind review and assessment, appreciate very much all the good and negative—as all of the latter will help us to be better in our service. My response is long overdue, but we had been busy and out of town the past weeks (my apologies). For your information and reference of the traveling community (who are our potential and future guests), please allow me to explain my end on the following specific points:
1. While nothing can 100% fully mitigate the effects of sun rays/heat given an average Cebu hot weather that could go up as high as 36 degrees Celsius (96.8°f), unless of course we sacrifice the amazing view of the beautiful sunrise and sunset by installing a total block out shade, which we’d rather not--- I believe we have chosen the best option available in our hands at this moment to address this concern.
Being born and raised in this very tropical part of the world, we are fully aware and at the same time very cautious about this sun/heat issue, with the comfort of our guests foremost in our minds when we decided on the add-on amenities given the high-paneled glass walls. This is why, aside from the high quality and high efficiency air conditioners installed at the whole apartment, including the living/dining areas, all the glass-paneled walls of the condo are equipped/installed with roll-up solar shades/curtains that is designed to filter 90% of the sun’s heat and UV rays, thereby cutting glare and heat while still allowing you full exterior visibility and natural sunlight to brighten the whole unit even when the shade is lowered.
Of course, we all could have random responses to climatic changes that are relative to which part of the world we are from and what we are used to. I am pleased and thankful you adjusted well because we did not hear you complain about it during your entire stay. And I believe, so did all the rest of those who had stayed with us before… rest assured though, we have this in mind and we will not stop to find better ways and solutions to improve on this.
2.) I sincerely apologize for this building deficiency on plumbing, which is beyond our immediate control. That is why in our “welcome kit”, we ask all our incoming guests to take time to read our advisory. At paragraph “c”, we state:
C. On absence of sink garbage/waste disposal device or garburator. The grease trap at the kitchen under-sink is scheduled for cleaning every Saturday along with housekeeping. But depending on frequency of use and washes of fat, oil and greasy stuffs; and improper food waste disposal into the kitchen sinks/drains, there may be instances when it would need cleaning in-between, which would be indicated either by or all of the following: clog or slow water drain; a water flow that would seem like a leak; and/or foul odor coming from below the sink. In any such event, please inform us right away by calling us at the contact number/s below; or, you may dial directly from the local telephone to call for condo maintenance at the front desk, then ask to connect to PMO office. The answering party could take your concern and would gladly send a maintenance staff to address your need at the opportune time. (Electrical, plumbing, etc.). This particular concern only takes about 30 minutes to fix or less.
3.) I am sorry, but the cookware set (pots and pans) at the condo is made of stainless steel, thereby rust resistant. You may be referring to “burnt stains and marks” on the bottom of the pots, which are normal results from pretty rough treatment or even regular cooking of starchy things like rice, pasta… however, I do know that there is no excuse for customer dissatisfaction, so I am taking this constructive comment very seriously. I just ordered a whole new set of surgical stainless steel cookware as replacement, as well as new cutleries. With that and the promise of deep and better maintenance and cleaning and our guests’ responsiveness– we stand to our commitment in keeping and making this place your home away from home.
4.) I sincerely apologize that cleaning had to be done at different days of the week and not on the scheduled Saturdays during that period of your visit. My regular cleaner took a month of emergency leave then, so I hired temporary cleaners who were kind enough to accommodate us amidst their busy lineup to take 3 cleaning days for me during your entire stay (though I own this up as our full responsibility to do better) Thank you though for your kind approval on my requests for the random cleaning sched. Anyway just for clarifications, , please find that---- your booking with us is for the period Feb.2.2014 (your check-in day: Sunday) to Feb.23.2014 (your checkout day: Sunday), which gives us 3 Saturdays of supposed cleaning days in between—specifically Feb. 8, Feb. 15 and Feb. 22 (please note: this is a day before your check-out). On the first week, you called on Wednesday (Feb.5) for cleaning which we took as cleaning day1- the reason why the cleaners did not go back anymore that Saturday. Then they came back for cleaning day2 the following Saturday- Feb. 15. And since cleaning day3 would have been the next Saturday (Feb 22), which was a day before your checkout, I opted for cleaning day3 on Feb. 19 (Wed). I thought it was better, instead of cleaning a day before you left. I wished I could have done better though to PLEASE ALL YOUR EXPECTATIONS. I THANK YOU FOR YOUR KIND UNDERSTANDING.
5.) Thank you for your kind input on “instruction manual”, I welcome this very much and will look into it at some given time. Though if you take time to read on our Advert page, you would definitely get a glimpse of what you could expect to do and enjoy within the whole complex to add to your own homework and research about the place. We are not operating a hotel with a marketing staff and all that goes with the package, we are simply a private vacation rental operator doing our best to offer the best amenities of convenient Cebu living and style and even going beyond our commitment to deliver what we promise on our advert. At all times, you can contact us thru all the numbers on our Welcome Kit, should you need our assistance. Further, the warm receptionists at the Tower3 lobby who are there 24/7 would gladly assist you in your queries. The whole Tower structure is huge, but it has a system that is organized and friendly, and as it should be, you would need to be directed accordingly to where and which reception counter you should go, so that your particular query could be addressed properly. Otherwise, true that you could really get lost on your way. Nevertheless, we hope to serve you better in your next visit.
Again, thank you for taking time to write this review and giving us a chance to be heard… we already have- some and we will definitely take more steps to iron out these little “foxes”. Blessings!!!