4/10 Poor
Ella K.
16 January 2023
Liked: Cleanliness, location
Disliked: Check-in, communication
Terrible communication with Host
I’ll start by saying that I have never written a negative review before. I’ve always had excellent communication with the owners of any place I’ve ever rented. However, this time I received absolutely no responses from the owner/host to any of my message attempts for the month before we arrived, making this a stressful lead up to our holiday. I didn’t know whether or not we would have a place once we arrived. VRBO said they could only help us book another condo once we arrived and found out that this place wasn’t available. This is exactly what happened. We arrived in Tulum later in the eve (which we couldn’t tell our host since we’d had no communication till then) and had to find the place in the dark. It was a good thing there was a concierge staff member still on site because we tried to communicate with limited Spanish and with pictures of the place we had rented and after she made some calls, finally found the property manager who told us she had no idea we were coming. She then came and put us up in another condo building nearby for one night and had this place ready for us the next day. This was not a relaxing way to start my holiday with my children.
To be honest, the condo itself was okay for the price we paid. There were a few maintenance matters that were unattended. We didn’t have a controller that worked for the bedroom air conditioners and the fan did not work so it was hot at night. She finally had someone fix it for the last few nights we were there. Our clothes got caught in the washing machine, damaging some clothes. We enjoyed the location but would not rent this condo again.
Ella K.
Stayed 12 nights in Dec 2022
