Hi @ Hope you are doing well. We were evaluating all the points you shared with us in your review as we take all our clients' feedback seriously as we are always thriving to improve and really make our guests experience perfect. First of all, we thank you for taking the time to write your opinion and leaving this review with us. All feedback is good feedback and this will be taken into consideration from our end. After careful evaluation and investigation from our side, including talking to our staff, checking camera footage, among others, allow us to address your points one by one: 1. The outdoor heater: On the night of August 1st at around 8:00 pm our staff went immediately to assist you by turning on the heating unit. As the curtains and blinds were open, our staff asked you if you would like them to be closed for you to which you said no. However, moments later you decided to close them on your own, although we initially suggested to do it ourselves. 2. Bar: We also had a family with us that night with you, to which our staff was looking out for and making sure you had everything you needed or ready in case you had any requests. 3. Food: The next day, during breakfast, as we like to make sure that our guests are feeling at home and if there is any inconvenience we like to tackle it right away, we asked you how everything had been during your stay to which you replied that it was perfect and the amount of food was more than enough. On the following day, your check-out day, we again asked how everything was and you mentioned that everything was very good. Following protocol, we proceeded to charge the remaining amount of the transfer as you had accepted the cost. The additional cost was calculated already taking the free one way transfer into account. To this point, we would like to apologize for not specifying the maximum number of people allowed for the transfer given the vehicle varies from number of guests. Due to this misunderstanding causing you distress, our manager approved the refund of the money charged for this service. Hence, we would like to refund you the difference in money that was charged to you due to the miscommunication and misunderstanding this caused. Please get in contact with us for us to proceed with the refund to your account. Once again, we apologize for any inconvenience you might have experienced during your stay. As we always strive for excellence, which can be evidenced by the reviews that we have, getting feedback like yours helps us be better. We hope you can come to Ecuador in the future and stay with us to experience Illa in a better light next time, we are always happy to welcome guests back. Have a lovely day in the meantime. Best, Assistant Manager