House and location are great, management of home is not
We rented this beautiful home for 4 nights. The location is spectacular and the house is quite comfortable; practically beachfront on a beautiful beach. Each room is air conditioned including the dining and living and it is convenient to have the washer/dryer. The pool is small like most pools in Playacar 1. It is a short, nice walk to Playa del Carmen and 5th Ave. Upon arrival, I had to clean food particles from the kitchen sink. We weren't given enough paper towels or dish washing soap to get through the 4 nights. The jacuzzi had algae in it and it was not useable until day 3. How can a jacuzzi not be checked and up and ready the day someone is checking in? The kitchen has labels indicating how many of what items are in the kitchen. None of the quantities listed matched what was in the kitchen. This isn't an issue unless one gets charged for something that wasn't there to begin with. We had to purchase a cheese grater as there wasn't one in the kitchen. One person in our party had to sleep on top of a sheet the first night as there was blood on the duvet cover and the fitted sheet. Management acknowledged that the maid saw the blood on the duvet cover, but thought it was nail polish, washed it but then didn't check it before putting it back on the bed. The duvet cover was the part that would have been easily missed, the blood on the sheet could NOT have been missed unless the bedding hadn't been washed! Then again, it couldn't have been missed while making up the bed.
Another family tried to check into our house while we were there. The instructions to their rental were actually the instructions to ours, including the lockbox info. Luckily, we had the internet and were able to tell them where to find their rental. They had called the management company and were told they'd get a call back but we were able to help them and send them on their way long before they heard back from the management company. There was a lot of foot traffic immediately behind the house. This is fine if it is gardeners, etc. Two men actually looked in one of the back bedroom windows, to find one of our young men who quickly drew the shades. One of the windows in the master doesn't lock. Luckily, we discovered this right away and we put the wooden rod down.
Again, the house was wonderful, the management of house is not. This is even more irritating as the name of the management company is North American Standards, leading one to believe that everything will be up to par.
Tourists without a Car,
Families with Teenagers,
Owner's Response: The guest had a very unfortunate experience at the home - one we work very hard to avoid. There was some nail polish on the duvet and a little on the sheets - not a lot, but it did get overlooked in the entrance cleaning. It was not blood. In terms of the Jacuzzi it was a little green but it has been railing heavily with heavy winds before their arrival and it was not possible/practical to clean it. When we were notified of the Jacuzzi I sent someone over immediately to fix it. In terms of the sink I was not there and did not see it and the guests claim they cleaned it so I have no comment.
In short it's a beautiful home and we are a great management company who perhaps had a bad day. In the end the owner worked something out with the guests to make their next vacation even better.
Helpful votes: 2/3
Did you find this review helpful?