Hello review readers! Waking up to this review today was a big bummer but not surprising. First off reader, we’d love to have you! Casa Xixim has been a labor of love and our focus is on offering an amazing vacation at our slice of paradise. We suspect this review was not written by Ali, but instead his wife Sinem. Back when Ali first requested to book Casa Xixim he asked if we could change our rule of only 4 kids and allow his group to bring 5 kids, because they were bringing a nanny with them. That sounded reasonable so we agreed to be flexible with that rule. He was super polite and easy to communicate with.
Things quickly changed. Several days passed and I received another booking request for different dates by his wife Sinem. She didn’t want to book another stay, but instead used this fake request to insist that we allow her to bring her dog. We have a strict no pets policy (clearly listed) and I reminded her of that, and asked her to only contact me through Ali’s official booking. However, Sinem continued to badger me through her fake booking request. Eventually when she realized we wouldn’t change our no pet rule, Sinem demanded that we cancel the booking and give her a full refund (also not our cancelation policy). Her badgering lasted until a week up to their arrival, even after I had an Airbnb Moderator get involved.
This was a first for us and I was worried she would leave us a bad review. So here we are. We did our best and even then there are some situations that still fall short. For those of you still reading along, I’ll add some context to her specific complaints. I hope it’s helpful to hear both sides of the story and be able to determine if Casa Xixim is a good fit for your group. I'll try to be brief: 1) POOL: Sounds like the 5 kids got too much sand and sunscreen in the pool. A foot bath and beach shower is provided. No diving, as listed in our rules. Yes, the pool surface has a texture because we thought slippery wasn’t safe for kids. 2) BEACH: So heartbreaking to hear Simen may not have fully appreciated the back breaking work to clean and rake the beach for her each morning. Soliman Bay is rugged, has seasonal seaweed (not as dramatic as Tulum) and is full of coral (alive, and yes sadly some dead). We provide aqua shoes, 2 kayaks, 1 SUP board & snorkel gear for tons of fun. The bay has a reef, clear turquoise sandy bottom patches, a grassy/rocky shoreline, and a white sandy beach 3) WINDOWS: Did she read our house description regarding screened windows & sliding doors? We have no glass by design. If any screen has a hole please inform us as we can get that fixed lickety split! 4) LAUNDRY: No washer/dryer as listed. If laundry service is causing harm please let us know right away. 5) BUGS: Yes, it can be buggy. Good thing we have resident geckos that help keep that in check. We are in the jungle after all, and we are living in their home. It’s all an adventure!
In closing, today’s lesson for us is take the lumps as they come and try to do better next time. Please know that we are in constant contact over (Hidden by Airbnb) with our Concierge and House Manager. We all really want everyone to have a wonderful time.
Please don't hesitate to reach out to us, we’re happy to answer any questions for clarity!