Wow. This is interesting. I'm not even sure how to respond. In fact, we will only respond to clarify a couple of points.
I think the current state of mind of the guest does shine through the review. Chelsea was unfamiliar with the messaging application that is highly used in Mexico, (Hidden by Airbnb) . We suggested she uses it, as it is real time communication and is more efficient but ... she set up the number incorrectly. She took this as lack of response, and she took it, from her private comments to me, as a personal insult. The fact that she was sending the messages into limbo, made her feel ignored. It was until I entered her number on my phone, and sent her a message, that all the messages came pouring through, all at once. I'm not happy with some details of the review, though: The building ran out of water once. The disruption lasted for two hours and there was a malfunction in the pressurizer that made several units have leaks. The WHOLE building, literally, had problems. That is the one and only time that has ever happened. In fact, you can read it in another review down below (in our profile, not just this condo). Nearly all the reviews in this cluster, are from the same date. They all had this happen to them, and we were there within minutes. In cases, we knocked on people's doors before they even realized there was a leaky faucet. We have another guest who was not happy about the disruption and made a comment on the review, but Chelsea is the only one that feels this was personal. She mentions "water running out several times". Not correct. The personal notes that she sent, makes it clear she feels she, personally, was mistreated, and from her comment, "she will let the world know what they can expect". By her admission, asking her if she saw the iron, made her feel accused. And... this review is the direct result of that. We apologized to Chelsea. We apologized to all guest in the building ... in fact the review above this one, makes a KEY point: "This is not Ed and Vilija's fault ". We still made every effort to make sure their stay was not affected. In Chelsea's review, she set up the number wrong and none of their messages got through ... but, "... that set the tone for the rest of the stay". Chelsea also makes no mention that there is an actual team of people that helped her. She does not mention Marcela, or Ed who where with her within minutes when she needed something. There is no mention of Gerardo, who fixed her leak. For her this is personal. I, Livi, am to blame for everything. I am sorry that we were unable to have Chelsea look past the inconveniences they experienced. That been said, I encourage guests to read every review. See what every person thinks of not only the space ... but also the attention they received. This may be out there but ... I am not sure there was a way to make things right for Chelsea. From the other reviews, if you can tell one thing is that: We try! And, almost always, succeed. :)
The biggest problem for Chelsea is she feels she was not heard. The fact that she set up an international number incorrectly in an application she was unfamiliar, and her messages were never delivered, is not an valid excuse.
Not much can be done there :)
Tulum is beautiful, and for most of the year, is serene and peaceful. Nearly every aspect of her stay though, is negative? This is not objective. This is an emotional response to something she felt personally "injured".
We sent Chelsea a message to find out if there was an iron in the condo during her stay, as we were unable to locate it ... and this... this review is the direct response to that. She feels she was accused of stealing. The truth is nobody accused her of anything. A question about the iron made her respond like this. I think we will stop communication out of fear she responds negatively.
Read the other reviews. ALL the reviews. If you see a pattern, base your decision on that. And ... Tulum is great! Mexico is ... not an advanced country, but it is not nearly as this review makes it. As much as this sounds like a nightmare, I am sure Chelsea had a lovely time with her family. She spent 10 days in the most beautiful place you can fly in four hours from NY. She had no water for two hours, and a leak that was fixed within an hour (We were already in the building). And ten days of Tulum. A lesson we learn: Spend more time confirming with clients that they are familiar with the messaging applications, specially international numbers. Cheers from sunny Tulum :)