Emily

Host Response

Thank you for your feedback. We’re always open to constructive comments, but in this case, several of your claims are not only inaccurate but also reflect a surprising level of bad faith. For future guests reading this, we’d like to respond point by point, with full transparency. ⸻ 1. Location of the villa: Our villa is located in the most sought-after neighborhood of Tulum, just steps from Avenida Kukulkan (direct access to the beach), surrounded by restaurants, bakeries, shops, and bike or ATV rentals. Calling the location “decent” clearly shows a lack of knowledge about Tulum. This is, in fact, a prime location, chosen specifically by guests for its convenience and proximity to everything. ⸻ 2. Roadwork access claim: You mentioned construction work that made it difficult to access the villa — this is completely false. There was never any roadwork on the street where the villa is located. You are likely referring to a municipal repair on a parallel street (Calle 7), which had no impact whatsoever on accessing the property. The villa is easily reachable through multiple roads, including some that lead directly to the beach. If there happens to be occasional maintenance in the neighborhood — which is large — it is clearly not the responsibility of the host, and certainly does not justify such an exaggerated claim. This comment is both inaccurate and misleading. ⸻ 3. Cleanliness & towel accusation: We follow extremely strict procedures with every guest check-out. • All towels are counted room by room. • All linen is removed entirely from the villa and taken to a certified external laundry service. • The house is cleaned with no linens or towels inside. • Once the fresh linen is returned, it is carefully placed by our team, along with toiletries and amenities. • A staff member then performs a full quality check before any guest arrives. • Finally, at check-in, we conduct a full room-by-room walkthrough with the guest, which was done with you. It is therefore absolutely impossible that a towel was forgotten, especially in the condition you describe. And let’s be honest — if you had really found a towel with a “suspicious substance,” we trust you would have informed us immediately, not days after your departure in a public review. You said nothing to our team on-site, sent no message, and even thanked us for the stay at check-out. This claim is completely false, disrespectful, and sensationalist — and we say this openly, to reassure our future guests who know we uphold the highest hygiene standards. ⸻ 4. Skin reaction allegation: This is the first time we hear anything about skin irritation. Our linens are handled by a professional laundry service used by many of Tulum’s top hotels, with eco-certified, hypoallergenic products. You also had a daily staff presence at the villa (housekeeper, gardener, pool technician) — and no one was ever told of this issue. We must also ask: If you truly believed the linens were causing a reaction, why did you not request a change immediately? We would have responded on the spot. Instead, you supposedly continued sleeping in the same sheets for several nights? That simply doesn’t make sense. The fact that this was never brought up until long after your departure makes the claim extremely questionable and unfounded. ⸻ 5. Air conditioning issue: You stated that an upstairs A/C unit stopped working “two days before departure.” In fact, we were informed via message at exactly 8:31 PM the night before you left. Within 10 minutes, a member of our staff was on site to check the unit. The issue was a code F3 error, meaning the internal control board needed to be replaced — a task that can only be performed by the external HVAC company. At that hour, it was unfortunately too late to schedule a repair. Had we been informed earlier in the day — or as you claimed, two days before — the issue would have been resolved the same day. We received no prior report before this late-night message. ⸻ 6. Bathroom privacy: The bathroom in question features a custom-made privacy curtain, made of a technical fabric that allows you to see out without being seen from the outside. Your privacy is fully ensured. It is impossible for anyone to see inside when the curtain is in place. This concern is simply unfounded. ⸻ 7. Slippery floors: The villa features polished concrete flooring, a premium material commonly used in modern homes in Tulum and around the world. Like any surface — including tile — it can be slippery when wet. This is true in any home, and we provide mats in key areas for added safety. This is not a villa-specific issue but a matter of basic caution, applicable everywhere. ⸻ Conclusion: We are fully committed to providing a high-quality experience, with a dedicated daily staff, a highly responsive concierge team, and clear protocols for cleanliness and maintenance. What we cannot accept is a public review filled with inconsistencies, late accusations, and clear exaggerations, especially when no issues were reported during the stay, and you expressed satisfaction at check-out. To our future guests: rest assured that we take every detail seriously, and that your comfort, safety, and satisfaction are — and will always remain — our top priority. Thank you for your trust, and we look forward to welcoming you to Tulum.

Host Response

Hi Jackie, Thank you very much for taking the time to share your impressions following your stay at our villa. We are delighted that you enjoyed the Tulúm style of our villa. Yes, the villa has several floors: the two master rooms are on the ground floor, each with their own jacuzzi and a view of the pool, while the other rooms are on the second level. We understand that this may have created a feeling of separation in your group, but it is challenging to have six bedrooms on the same level in a villa. This does not exist in Tulum; there is always an upper floor. We had sent you the room layout details before your arrival and we regret if this caused any inconvenience. The main living area is unique as it opens onto a glass pool with a waterfall, offering a spectacular setting that cannot be air-conditioned. However, this space is designed to provide a typical Tulum ambiance and decor, perfect for celebrating and spending wonderful moments with friends. The kitchen, large bar, breakfast area, and living room also open onto this pool and the five-person jacuzzi, creating the ideal spot for a dinner with friends. We appreciate your suggestions and take them very seriously to improve the experience for our future guests. We hope to have the opportunity to welcome you again and offer you an even better experience. Best regards, Jean Emmanuel