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Hi, unfortunatly Tulum is a small village and sometimes internet does not work but can happen only 2-3 days every 2 months. In general happen after huge rainfall because structure very poor.
About the A/C unfortunatly that days was damaged and fixed in two day. No one guests before has similar problem and can happen.
For the hot water was only switched off so it was the problem only to switch on.
As you said we bought everthing new for the kitchen so so that people can find everything inside and has no problem. For the problem of air conditioner i personally refund 1 day to the guest, it was my pleasure! I respect guest and i'm Always in touch all day if needs. Thanks a lot for your stay and for your suggestions :) A hug. Flavio