It is disheartening to receive a review like this as we take pride in Maya Cala. It is a pretty special place, steps from this amazing lake on its own private cove amongst nature and to have all that is provided.
First and foremost, it’s important for me to put complaints into perspective. Which guests have legitimate concerns, and who’s just trying their luck? One sure-fire way of doing this is to try gather and analyse as much guest feedback as you can regarding a particular issue.
And I have done this.
Checked out the on the 9th on 16th Your demeanor changed dramatically in a message towards me and with your stay at Maya Cala, stating you were unsatisfied and had a terrible experience. You requested a refund or would write a bad review.
There was 50 + messages between you and i during the 3 night stay and not one mentioned about the utensils or Toilet paper or any issue you are describing “Not one word “,
Miguel who is Maya Cala's full on-sight manager Miguel is there to check in on Maya Cala and the guests if any issues or questions arise. At the same time being respectful of the guests privacy, if there had been an issue that could not be solved I could have offered you an upgrade to a larger more expensive suite.
The majority of message were about losing your cell phone in the lake and then messaged me through your BF cell.
With many years of hosting it struck me odd with so many messages from one reservation during their stay, with so much information written down at your fingertips and posted in the villa?
One question you asked -What is the chirping sound? I thought this was so cute i answered they are little Geckos, are harmless and good to have because they eat bugs, even this info is in the Guest book. Miguel mentioned you were young so this made a little more sense.
I have a Full Description for the Nest on Airbnb with pictures.
It explains you need a car, you mentioned coming by taxi.
I told you we recommend a car and if you are not > to make sure you bring enough food to last for your getaway as we are in the jungle.
I was speaking with Miguel after you requested a refund. Miguel said he drove you into Bacalar and he waited while you went shopping, He let you use the big kitchen, he was there to give you more T-paper, Got you ADO information for your departure to Cancun. Lined up your taxi to Bacalar.
I was not aware of this.
You arranged with Miguel to come at noon the 2nd day He went and you were no were to be found, you messaged me saying Miguel was supposed to come to Maya Cala .I messaged Miguel and he said he had been there but no one to be found, I messaged you back saying Miguel had been there, you said you must have been out on the lake and if he would come back.
Miguel is a very honest sole and like to be helpful and please our guests, driving you to Bacalar is above and beyond his duties.
When a booking is confirmed I send out attachments.
In these attachments there is - driving instructions, a landmark picture, welcome letter, house rules and Miguel’s contact I ask that you read and share with all the guests.
I also have a Guest book in each suite. And Information posted in the Great room.
It says -
In the Great room there is a double closet - Right side there is Life jackets, Bogie boards ,noodles beach stuff / on Left side there is extra kitchen items: Crock Pot sm / Lrg, Roaster, Taco press etc and a plastic tote with utensils, for all guest use, please return back clean for the next guest to use.
There is always 2 rolls of T-paper - one on the holder and a backup, if the backup was missed I apologize, you just ask Miguel for more as you did and he gave you more.
It is helpful if you dry off your utensils right after washing as things rust easy in the jungle.
The leaves fall a certain times of the year. We are in the Jungle! Miguel has a gardener that helps him and he or Miguel rake and clean debris from the lake area every day or two, but an hour later it can be full of leaves again, this is nature.
The Villa rents mostly to groups - Casa, Casita and the Nest - perfect to vacation together but they have privacy.
Our policy is to rent to one booking at a time, we rent out the Nest as it adds an option for guests with lower budgets and you get the glory of having the amazing setting to yourselves along with the Kayaks, SUP, Bicycles provided free for guests use.
My last message to you before check out was how wonderful that you found your cell phone the next morning when the lake was like glass, and it works as it was in a water proof case.