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6/10 Okay
James R.
27 December 2024
Family Vacation
Rating Details:
The property manager was very unhelpful.
The vacation rental was spotless.
I was happy with the location.
I was very satisfied with the condition of the vacation rental.
Overall, I recommend this vacation rental.
Reviewer Comments:
We really liked the villa itself. The positives; It was a perfect size and fit for our teenage girls, my wife and I. The location was great. Nice beach and pools. Staff were friendly and knowledgeable. The nice to haves; the infinity pool needed a cleaning, some green algae was building up by mid week of our stay so I would suggest more attention to detail on the cleanliness. Unfortunately the restaurant on site was shut down so no dining out options on site. The big negatives; the Villa was managed by My Huatulco Vacations. The overall service was a big miss. The communication was terrible and at times unresponsive. The only time "Joe" would responded was when he thought we would spend money. We were told we would have bottled drinking water when we checked in; it did not show up until day 3. I asked Joe about the some excursions he responded quickly but in the same email I asked about check out response. I asked about our transport to the airport; no response. Then he later said he responded and that I must have deleted his email. I kept all his emails and had no filters blocking his communications but he refused to accept responsibility for poor communication. Our check out process was rectified by the on site agent, which was nice. Joe's solutions were always based on us spending more money with his company and when we opted out because we found better options and he would simply not respond. We booked through the Marriott Villas brand of properties and throughout my years of travel I have had nothing but great experiences throughout the Marriott family of properties. In my opinion, the "My Huatulco Vacations" experience was a big disappointment and let down from the Marriott brand. The property itself was magnificent but "My Huatulco Vacations" service didnt reach the standards I have come to expect from Marriott properties. MY final suggestion, Marriott needs ensure their booking partner represents the quality expected from a Marriott product.
