Hello this is Randy I would like to add some clarifications for this Booking of 12 I 3 aircon rooms for 4 persons each,
This group of 16 had booked 3 aircon rooms for 4 persons each it was never specified which 3 aircon rooms for 4 persons each would be used, although we do always try to give each guest the best room available at check in for the room type they book, we have 4 aircon rooms with private bath and patios for 4 persons each, 1 Native Aircon Cottage with Kitchen for 2 persons, 1 aircon room with shared bath for 2 persons, 2 aircon rooms with shared bath for 4 persons each, 1 aircon room for 4 persons with private bath and 1 aircon room for 6 persons with shared bath, all our other 7 rooms are fan rooms 1 for 2 persons, 3 for 4 persons, 1 for 6 persons and 2 for 8 persons, so we can easily host large group but they should give us an accurate number of people when booking especially on Holiday weekends so we can avoid the possibility of not enough rooms being available, this booking was on a very busy 3 day holiday weekend and we were very full, our normal check in time is stated as 2 pm, this group arrived very early in the morning around 8 am I think, as we were very full the night before we could not offer them an early check in, when they arrived we asked how many in their group as it looked like more than 12 persons as booked, they then informed us that they were now a group of 16 persons and asked for another room, we told them that were very much booked up but that we would try our best to get an extra room for them but gave no guarantee we could, we did however have one aircon room available when they arrived, it was aircon for 4 persons with shared bath, this was the only room we had empty at that time, they asked if they could leave their bags in that room and go about their day and check in later, so we allowed them to do this at no extra charge I might add even though it did prevent us from offering that room to anyone else to possible give them a better room until their bags would be removed and the room cleaned again, they did not return until late afternoon around 4:30 to 5:30 pm, we had guest leaving and others checking in since 2 pm, we tried very hard to keep an extra room available for them but as we were fully booked before they came with 4 extra persons and everyone that had previously booked had shown up as well we simply did not have any extra aircon rooms to offer them for the extra 4 persons they had brought, as they had asked for only 3 rooms for 4 persons each when booking, we had made no mention of which 3 aircon rooms for 4 would be used for their stay and I do not remember them asking for any specific aircon rooms either other than saying 3 aircon rooms for 4 persons each, we did give them 2 of our aircon rooms with private bath and patio, but as they had asked for an extra room and we were trying hard to keep two more rooms near each other available for them in the off chance that a booking did not show up, but since they had put their bags for 16 persons in our only empty aircon room for 4 persons available when they came at 8 am, we were not able to try to use that room for anyone else checking in, by the time they came back in the late afternoon many had checked in prior, we did give them 2 of the 4 aircon rooms we have for 4 with private bath and patio ( the other 2 aircon rooms with private bath and patio had guest in them from the previous day who were staying over) we informed them at that time that everyone who had already booked was checking in as well so we would not be able to give them a fourth aircon room for 4 persons, we offered them their choice of any one of the 3 aircon rooms still available, ( the 4 person aircon room with shared bath they had left all their bags in at 8 am free of charge, a different 4 person aircon room with private bath or our 6 person aircon room with shared bath) I also told them if they would use the 6 person room it would be possible to also use 2 extra mattresses so each of the 16 persons would have a bed, or they could use the 4 person aircon room with private bath and add 3 extra mattresses so only one person would need to share a bed with others with either of these two options they would have to pay extra for the other 4 persons or if they wished to do so they could keep the 4 person aircon room with shared bath they had left their bags in at 8 am and figure out their own sleeping arrangements for the extra 4 persons and we would not charge them for the 4 extra persons, we also offered them extra mattresses at 500 each, they chose to keep the 4 person aircon room with shared bath and no extra mattresses rather than having more beds or another private bathroom, as this was a 2 day stay the next day we did have another 4 person aircon room with private bath and patio available which we then offered to them but they told us they would just keep the 3 rooms they had, perhaps due to the fact that they would then also need to pay for the 4 extra persons for the second day only, they obviously preferred to try to save money over being more comfortable, their choice not ours, had they booked 16 persons to begin with none of this would have been an issue, so their complaining after the fact about sleeping 3 in a bed is not right as this is what they chose to do and yes they did have other choices which the did not choose to do. of the original 12 booked 8 of those were in the rooms they say they wanted for both days 4 were not but 4 more extra persons stayed for free for 2 days and all 16 persons were served free breakfast for 2 days even though the 4 extra persons had not paid us for anything at all, Im really not sure what more we could have done to make their stay better, Im truly sorry they are not happy but they did get the 3 aircon rooms for 4 persons each they booked, but due to bring 4 extra persons not booked to start with they were all a bit inconvenienced, this was by their doing not by ours so to say negative things about our resort after us doing our best to accommodated them and their 4 extra persons early am arrival and free breakfasts on top at absolutely no extra cost is really not being fair to us as a business at all. We did not make them sleep 3 in a bed they chose to do this. I will also mention that in the 3 rooms there were 2 queen size beds 60" wide, 3 larger double beds 54" wide and only one double bed was 48" wide so they did also have nice big beds to try to fit people into as well which is probably why they tried to do so to start with, either way their being uncomfortable later was not our resorts fault in any way they chose it, if it were our fault we would take full responsibility and compensate our guests accordingly as well.
Thank you for your time
See you soon in Paradise
Randy (Phone number hidden by Airbnb)