Nathalie, We were obviously very disappointed to receive your review indicating that there were issues discovered during your stay. Furthermore we were beyond surprised as you had nothing but positive comments regarding our villa during the check out process, even informing our property manager that you are traveling around the world and our property is one of the few that you “would return to”. That being said, we are saddened that you did not make us aware of any perceived issues during your stay and allow us an opportunity to meet your needs or expectations. Upon receipt of your review we immediately contacted our guest that checked in after your departure to ensure the conditions of the villa were not as described by you. Fortunately, like all of our previous guests, their impression was drastically different. They were very pleased. I would like to address a few of your comments regarding our property. First, our comforters are rotated and dry cleaned on a consistent basis. We also had a brand new comforter in the closet available for use if there was any noted concern. The dishes you described as plastic are actually melamine. We have found that melamine plates are more durable and better suited for a rental property, especially in Mexico where supplies are limited and replacements are not readily available if there is breakage. The price point or rate for our villa is very affordable when comparing the offering to that of the neighboring resorts that surround our villa. As far as the mosquitos I am unsure on how to respond as no prior guest nor I have ever experienced an issue but we are thankful that you found relief by purchasing spray.
We can appreciate the fact that people's expectations and perceptions vary and we are also thankful that your experience is not reflective of the hundreds of guests that we have accommodated over the years at this property as indicated by our guest reviews. Our guest satisfaction and reputation for excellence has afforded us the opportunity to be awarded a “Superhost” status in the AIRBNB forum.
Thank you for the kind words regarding location, complex, our villa, and communication. We also appreciate honest feedback and wish you safe travels.