We are very sorry to write a negative review about this experience.
We booked this penthouse because of the private roof terrace with jaccuzi. But…with arrival the jaccuzi was very dirty, empty & non-functioning. SO the first day & night we could not even use it at all. We messaged Benji and he replied quickly and asked cleaners to clean and prepare the jaccuzi for use. The next day the doors of the roof top were closed so we could not even reach the roof top terrace. After getting in touch the door could be opened, but we were surprised again, because the jaccuzi was filled with water..but the system was still broken & the water was very dirty (had a yellow/green color).. Not very inviting to use, for us.
Also the wifi was not installed when checking in. Benji went out to get an adapter and installed wifi. It worked for a few minutes, but after that there was no wifi anymore during our stay…
Drinking water was not available. We messaged Benji and after a day there was 2 liters of drinking water delivered.
Benji does not speak any English, so communicating was a little more difficult than we are used to in Mahahual (Quintana Roo, Mexico). And his communication skills could be better also, because he just left us a few times during a conversation, to do something and come back later…without telling us why he suddenly left and without mentioning when he would be back.. a little strange, so worth mentioning, but not a big issue for us.
We booked this for some special services, and exactly that services were not delivered…. Very disappointing experience for us. And when we try to discuss this with Benji and find a solution together, we get only 1 repeating reply; a thousand apologies & he would make sure it will not happen again. Very nice for future guests, but no benefit for us on that matter. We asked to get some small refund as a sign of good intentions - for services not delivered - but the apology was the maximum Benji was willing to give.
Therefore we also apologized in advance for writing a negative review, because we just did not received what we paid for & we also want to inform future guests about this experience (especially because Benji promised this would not happen again with future guests).
We really hope Benji will do a better job for other guests, because the location & views of this penthouse are great!
