Fort Recovery Beachfront Villas Road Town

We would like to address ourselves to the two complaints we read on tripadvisor.com. If we felt they were valid complaints we would not have done so. We generally listen to all complaints carefully, and if they seem reasonable we immediately change things and that also benefits us. If the complaints seem out of line, we wait to hear more complaints of a similar nature, evaluate it and either move to correct it or discount part of it.

The week that our guests complained about the food was our chefs two weeks off. We really believed the interim chef was good, since she came highly recommended. No one else seemed to feel something was off, but I can't vouch for her expertise, but I can for our permanent chef. She just won the C.F.A. (Caribbean Food Award) for the ten best in the Caribbean.

In view of the fact that continental breakfast as it is advertised generally consists of coffee and rolls, we really thought that we were extending ourselves by making a buffet of orange juice, homemade breads such as carrot, banana and sweet raisin bread, the usual whole wheat, white and rye bread, boiled eggs, muffins when available, tea and Colombian coffee. We encourage our guests to bring in their trays, take as much as they want and either eat at the main reception, by the sea or in their villas. We also open at 7am to accommodate divers and stay opened until 11am for our newlywed late sleepers.

The jeep IS included in the week package on a seven-day basis. How could they claim that it was not included, when they received their car on time and used it all week with no additional charges. We have records to back this up from the car rental people. Many of our guests however, stay extra days beyond the week package. If indeed they used the jeep for the additional days there would be a charge.

In many years of business this was the first time we have heard any complaints about cigarette smoke. This was a real consideration we have taken into account. We immediately asked the guests if they would prefer a villa change solving the problem and they refused.

Our towels (Ralph Lauren Towels) are freshly put into the villas every day by housekeeping. The beach towels are collected and returned to the main reception by the guests, cleaned by housekeeping as quickly as possible, and put out again.

Unfortunately, the guests that wrote these reviews we are referring too, never voiced their complaints while staying here. If they did so and there was some validity we would definitely have reacted immediately. We really try to extend ourselves to make people happy and content. We take pride in being rated as a triple diamond property by AAA, starred by Fodor's and fortunate enough for having been chosen by Discovery's Travel Channel to film our place as an example of "Casual Caribbean Luxury."

We are grateful to tripadvisor.com that you publish people's statements about how they feel about the places they stay. We do learn from unintentional mistakes we may make.

"Would Not Return Review" The public needs to know the following: They did not show up the first night of their stay they claimed due to airline difficulties. We asked them if they had recourse with the airline and they said yes I worked for the airline. We called the airline and they suggested that the customer write a letter explaining the situation. At this point they did not sign in and we let it go due to the difficulty they encountered. After several days we asked them if they had written the letter and we would be glad to call the airline for them and several more days elapsed and still no reply from the guests. At this point all the children and all the people seemed to be having a good time except for this mishap. We did everything humanly possible to help them but they kept shifting the blame from one to another amongst themselves. I made several calls to the airlines and they said they were going to issue the vouchers to the guests. I gave the guests all the information and at this point they were steadily mounting up their bill. I very nicely contacted them many times at least four and they kept saying the other one would come into pay. On the very last day, the party that made the reservation said they wanted a reduction for the nt. they did not arrive even though the airline reimbursed them for the night. Since this was no fault of ours and the airline agreed to make proper payment we see no reason why we should suffer the loss. They were very indignant after they utilized all the perks and had nine days of top notch accommodations exactly the ones they reserved. We have records to proove that we gave them the accommodations they reserved and it happens to be a first class villa featured and chosen by Discovery's Travel Channel as the most desirable place on the island. This would be the first time in 32 years if any laundry was ever refused from service. We do not allow people to do their own laundry in our laundry room. We also got an award last year for the most emaculate housekeeping on the island of Tortola by the Chamber of Commerce. We feel that their comments are biased and unreasonable. That there would be no reason to sanction a double refund.