Thanks very much for your honesty and for openly sharing your experience with the amazing Airbnb community.
We are extremely sorry to hear about this, and even more sorry to disappoint a customer however there are some elements in your review that I would like to publicly discuss and that could actually have been discussed and solved, if you had communicated with us(despite we speak English, communication for you and your friend was not an issue since your travel partner spoke perfect Spanish , like most people from California)
My family and I run together a family business. There is always one of us at home. It is certain that I was not home when you arrived.( I must have been doing our grocery or some routine shopping). I arrived a bit later and met your travel partner who kindly provided me with her passport for the immigration check in on our end. This is a compulsory procedure in ALL accommodation properties in Cuba and has to be done UPON GUESTS ARRIVAL. Violating this procedure could lead in a fine and/or the removal of our business license. However, we were so kind and let you go and have you lunch before checking you in!
It is true, that you Suzanne and I, never met( although I met many times with your travel partner). I personally love to offer my guests privacy so I mostly leave it up to the guest s consideration and travel style to what extent they want to socialize with my family during their stay. You were more than welcome into our family but obviously this was not something you were very much interested in and it turns out that you reflect it in a very different way now.
The listing you booked has a balcony and its own private entrance with your sitting area and some ornamental plants ,of course, it is Vinales! Plants are placed to make our property look beautiful and welcoming to our guests and not to discourage guests interaction at all. In fact, most guest reviews describe how amazing our casa particular is to meet and socialize with other cool travelers! If you are then the kind of anti social traveler, then you definitely made the wrong choice by choosing our super friendly and dynamic casa!
The listing your booked has great A/C as well, an amazing shower like most of previous guests have written in past reviews and MOST IMPORTANTLY, 5 star rating in the Airbnb cleanliness section! The fact that you derogatory speak about this, make is very unlikely to be the truth.
The listing your booked also clearly stated that kitchen was not available for guests use. Nevertheless , we are so kind and comprehensive , that if one of guests kindly asks for kitchen use, guess what? THEY ARE MORE THAN WELCOME! Of course, this was not your case. You prepotently and with no an apex of kindness requested kitchen use at 5 am to prepare your own breakfast which was already included in your payment!
You are also lying about the fact that we informed you that you could use our kitchen and then we refused to let you do this. This is really an unacceptable behavior that should not tolerated by the Airbnb community!
You also mentioned that our casa particular is overpriced. Even so, you booked our place based on the photo -review-price ratio. It turns out that I am a well traveled Cuban and have been to many places, including your own country. I do not think our base price of 25 USD a night can mean ‘’overpriced’’. If this was the case, you could have chosen a 10 dollar room and see how it went !!
It was mentioned as well, the painting of one of the rooms. The room we were painting was not even close to yours so there is no way this could have bothered you, if it did, you could have solved it by having communicated it to one of us and we would have relocated you in another room with tons of pleasure! Also, as the Airbnb host you are in California, you should know that painting is a routine action when running successful accommodation businesses. The fact that you reflect this issue which had nothing to with you, makes me think of an origin of your critic.
The above being said, you would be welcome home again Suzanne!
Enjoy your travels!
Alex Jr and family.