Be careful with this guest! They are only looking for a free stay!
What an unpleasant surprise was this booking. For starters, the account holder did not travel, and only the son and his wife visited. We always try to meet our guests when they arrive to give them the keys and instructions for their stay, but the guests kept changing their arrival time, therefore we ended up putting the keys in a lock box. There was a minor hot water issue that was resolved immediately on the first day. On the 2nd day we stopped by to check in with these guests to see if everything was ok, to which they had no complaints or issues. On the 3rd day, we stopped in to verify that there were no more issues with the hot water, and again these guests had no noted complaints or issues. There were no more interactions between the guests and I, until I received a text on their last night complaining and demanding a compensation regarding...
- the hot water issue, which was resolved immediately on the 1st day.
-a stain on a bed sheet, turned out to be a Clorax stain. On a side note, only 2 people stayed at the villa, but all 3 of the beds were used.
- Humidity complaint, Tulum is hot and humid due to being near the beach and in a jungle setting. We have AC units in each of the bedrooms and living room. We do ask that the guests turn off the units when they leave to save energy, therefore the Villas are hot and humid when they return because of the environment.
-Construction noise, we spoke to the head of the HOA and unfortunately they started construction on Monday, (2 days after they checked in) and that they respected the quiet hours from 9pm-8am. Noting we also had other guests staying right next door at the same time who did not complain.
For the issues that we are able to control (Hot water, Bed sheet stain), we reimbursed the cleaning fee´s for the guest, but they continued to demand full compensation and then some.
Upon inspection of VIlla Ramero after they checked out, we found the place to be very mistreated and disrespected. We reported the damages and sent pictures to Airbnb. Since after their check out and claim with Airbnb, the guests have threatened to write a bad review to damage our reputation if we did not give them what they wanted. If the guests would have reported they were very uncomfortable within the first couple of days of their stay, instead of the last night of their 7 day stay, we would have gladly reimbursed their money and help them find a place to their liking.