Dear Michelle y Muriel,
We are very sad after reading your words, honestly it seems to us as you were been hosted by another house and not in our home.
We accept and appreciate all the opinions to learn and to do it best next time. This is our first negative evaluation and we should received it with special care.
It is a fact that every person has a different perception of the same reality and different expectations, it is something that we have learnt and we have to assume.
To clarify the points you have commented: for sure you received the same warm welcome, same food and quality that the rest of our Guests who have evaluated this points positively. What it is true is that in Cuba the food is different and also the tastes are also different, but all our cooking are fresh and home made, even when we add Nestle condensed milk to our flan. This is first time than we recieved such a bad opinion for our meals, and based on the previous opinion of our guest we think that your evaluation is not fear with the quality of our dinner and breaksfast. We work hard everyday to offer to our Guest the best we can afford.
Just for answer your points:
-Prices of the food: we inform the clients about our prices before giving the service, they decide if accept or not and we dont make any additional charge different to the meals or drinks consumed. If in the moment we calculate the total the Guest find somenthig wrong, we expect to received from them such a feedback to explain them in detail the cost making sure that everything is ok.
The prices you payed for the services that you received were same prices that we use to charge and they are standart prices in Cuba.
-Cleanning: our cleaning service levels hasnt been reduced and has remain the same in the last months with any compliance so far, but we will review for sure the procedures to be sure that are the correct for every guest that we receive in the future
-Prices of the horses: we just offer you the service to make the things easier for you, but it is a service that have no thing to do with the house. The payment is direclty done for you to the horses guide, you should clarify the total with him before paying, as only you and he knows the hours you have spent and the journey you have done. The horses tour guide use to explain you previously the alternatives of prices for each tour and you decide and accept or not the service.
-Regarding the colective taxi to the beach. I am afraid that the big colectives taxis in Cuba sometimes could look more like a lorry than as a van, that is something we can not fix. The price is 20€ Per person, go and return for 90km in total. It is the best price you can find for such a trip.
I wish you were share this concerns with my family when you were in Viñales to try to solve or clarify any problem in the moment that they arised and to try to make you feel better, but now I am afraid there is nothing we can do but send you our apologies for not being able to satisfy your expectatives.
We hope you accept this apologies, hoping also to keep the trust and good vibe of the rest of our past, current and future guests.