Soyez libre - Détendez-vous dans le paradis maya

Robert, thanks for your comments. The issues you found on arrival were to do with the external furniture which had been damaged by the signficant rainfall suffered prior to your stay and due to bookings we had not been able to change, indeed previous guests did not mention any issue. We met your requests as you state immediately. The following guests left a 5 star review commenting they enjoyed their best ever holiday with us.

In response to the comments made in this review I would point out the following: Prior to this guest's arrival we had 5 star reviews from guests staying over Christmas and New Year, these reviews are on a separate platform. The property is in excellent condition, I was at the property last week and our property managers have everything in optimum condition. No appliances were broken on arrival. The TVs did not have all the apps the guest wanted to use so we provided a new TV to allow access to those apps. The plunge pool at the property was cleaned weekly throughout the stay as is the norm, I have the payment receipts to corroborate. A chip board in the main fridge broke towards the end of the stay due to power cuts which caused power surges. The management team attended immediately and ordered a replacement part which did not arrive before departure, however, as the lock off also has a fridge there was the option to keep food fresh. Power cuts are not under our control, nor delivery times of parts which need to come from outside of Mexico. From the start this guest was abusive, aggresive in their communication and uncooperative. The behaviour towards our Mexican administrator, a young lady, who attended every request immediately, was unacceptable. The washing machine broke down during the stay and measures were taken to get the missing parts immediately, there is a communal laundry on the development which the guest was able to use.