Our review is based solely on our texting (through Whatsapp) with Serena.
Unfortunately, our trip was cancelled due to the Covid-19 pandemic. We were scheduled to fly out of San Francisco on 3/15, just at the onset of the travel restrictions and presence of increased infections in Cali. We were in direct communication with Serena about 3 days prior to our scheduled departure. She was prompt to respond to us with our questions and concerns, and was incredibly understanding of our final decision to cancel our trip. She had expressed her own concerns as well and certainly didn’t want us to risk ourselves with all the unknowns at that time. It is obvious that both she and us made the right decision.
Serena honored our cancellation gracefully and without hesitation. We did not request a refund because we still plan to make that trip! It will be such a welcomed vacation after this whole situation passes. In fact, Serena is working with us to re-schedule for a later date this year. She was also incredibly helpful a week prior to our trip, assisting us with our rentals and local excursions. Everything was ready to go! It was seamless—Serena was just plain awesome.
It goes without saying that folks in the travel industry have suffered from this pandemic as well from the economic side of things; it will take a while for everyone to recover. We are excited to stay at her lovely place down there! We decided to work directly with each other in good faith. That’s something you don’t find with many people!
Call us naive or crazy, but we believe that this situation has also brought out the humanity in most people— we plan to do our part to ‘take care’ of others. Serena is a gem and we can’t wait to meet her and her spouse, have a drink with them beachside, and celebrate human kindness ❤️.
Cheers! ☀️