I have had many great renters with Airbnb, however this is the worst guest experience I have ever had. I understand that sometimes there are miscommunications, especially when a language barrier is involved, but in these circumstances the guests were intolerable, inconsiderate and abusive of staff. I honestly wish we could have made this work as I strive to be personable and to provide my guests the best possible experience. (other reviews will show this)
Sharron is our on site host as she lives in a neighboring unit. As I am not currently in Mexico, therefore Sharron personally inspects and meets guests when we cannot. Daniel and Joshua are the owners.
First off we have a flexible check in and check out time, however unless the guest communicates the need for alternative check in times we have a standard 3pm check and 11am checkout. These guests showed up at 7am to check in, furthermore the apartment number they provided the security staff was incorrect. This created friction from the start, which I can understand, however, the guests threatened the security with social media posts and took pictures stating they were being treated poorly. This issue was solved when the guests showed there Airbnb itinerary to the staff who point out the error. The keys were provided to the guest, furthermore they were provided with a wheelchair as one of the guest’s group was on crutches. Not knowing the guests were showing up at 7am, as they did not communicate this, lead to our inability to meet them upon their arrival. Furthermore, becuase of there excessively early arrival no one was able to enter the unit to do any minor touch ups, or air out the unit. Please keep in mind this unit is next to the beach, if their arrival time had been communicated we would have someone there to meet them, as well as to have the AC already on, and any small detailing to the unit done prior to their arrival.
A complaint was made that no one was there to meet them, however we were not informed by the guest there would be checking in at an alternative time. We did offer to have an onsite host to meet them, however two appointments were cancelled by the guests at the last minute.
While there was an issue with the satellite connection, due to a repair to another adjoining unit that was done incorrectly by the SKY technician the previous day. To accommodate the guest who wanted to watch the football game, we made multiple calls and found someone available at short notice to repair the connection the same day. This repair was done at a large expense to us. We have modified the our ad to SHAW from Sky, this was a recent change.
Many times we offered to meet the guests to we could personally attend to their concerns however later we were notified that they were making complaints and rude comments to the complex’s administrative and security staff. Our onsite host lives in the complex and we are unaware of anything which is in need of repair.
To add to this we request, with respect, that the guest check out for 10am instead of 11am, as we had guests arriving and we needed time to clean the unit. We were under the assumption this request was not a large one considering the guest had checked in at 7am. However, security informed us that the key to the unit was not returned until 1220pm, and this delayed our ability to have cleaners enter the unit. Our cleaners noted the unit was left unusually dirty and they every piece of linen in the unit had been used. Furthermore, all of their food and garbage was also left in the unit, leading to additional charges to deodorize the unit. This lead to a complaint by the arriving guest, as I feel cleaning staff were forced to cut corners during their limited time.
It is my understanding that the initial confrontation between the staff and misunderstanding during check-in ultimately led to a confrontational attitude towards the staff of the complex. We received written complaints from members of the staff regarding the way they were treated by these guests. The events are unfortunate and I hope that no one has to experience what we went through. Ultimately we tried numerous times to meet the guests at their unit or at our unit, and they continually cancelled. I do understand that emotions were heated and this utlimately lead to a breakdown of communication between the guests and the on site host, however there is no reason that I should ever recieve letters from staff complaining about how they were treated.
I am sorry to hear your trip was ruined and I will consider your review and use it to continue to make positive changes to the unit and to the experience we provide our clients.