酒店回复: Dear Audrey,Thank you for taking the time to share your feedback. We’re very glad you chose to stay with us and appreciate your comments regarding transportation.We understand that accessibility is an important factor when traveling, and we’re sorry to hear that the taxi fares and distance to public transportation were inconvenient during your stay. Your suggestion about a shuttle service is greatly appreciated, and we will certainly take it into consideration as we continue working to improve the overall experience for our guests.Despite this, we hope you were still able to enjoy the peaceful surroundings and natural beauty of the area. It would be a pleasure to welcome you back in the future.Warm regards.

酒店回复: Estimado Pedro,Muchas gracias por compartir su experiencia con nosotros. Nos alegra saber que encontró nuestro hotel cómodo y que disfrutó su estancia.Lamentamos que durante su visita la cantidad de sargazo haya sido mayor de lo habitual. Nuestro equipo trabaja diariamente en la limpieza de la playa para que nuestros huéspedes puedan disfrutarla, sin embargo, esta semana en particular, debido a los vientos del sur, tuvimos un incremento excepcional de sargazo, algo que no habia ocurrido en todo el año.Con respecto al desayuno, ofrecemos un menú a la carta que incluye una entrada, fruta, café americano ilimitado, jugo y un plato fuerte. Cualquier adicional tiene un costo extra, pero apreciamos su comentario y lo tomaremos en cuenta.Esperamos tener la oportunidad de recibirlo nuevamente en el futuro y que pueda disfrutar de nuestra playa en mejores condiciones.Saludos cordiales,

酒店回复: Dear Paul,Thank you for reaching out to share your concerns. We appreciate your feedback and regret that your experience did not meet your expectations. We will carefully review your email to address the points mentioned and work towards a satisfactory resolution for you.Regarding your comments, we would like to clarify that this is not the season for sargassum, and our beach is typically clear of seaweed. Additionally, our dock has been recently reinforced and repaired following the last hurricane to ensure it remains strong and safe for our guests.We are sorry to hear about your early departure due to an emergency and understand the inconvenience this may have caused. Please rest assured that we are here to assist you and will respond to your email as promptly as possible.Thank you for your time, and we hope to have the opportunity to make things right.Best regards,

酒店回复: Dear Ton,We sincerely regret that your experience at our hotel did not meet your expectations. We always strive to provide the best possible service and ensure that all our guests feel well cared for and valued during their stay.However, we would like to point out that we noticed a lack of cordiality towards our staff on several occasions, which made it challenging to establish a smoother and more collaborative relationship. Despite this, our team did their utmost to attend to your requests with professionalism and dedication.Additionally, we are concerned to mention that there were instances of verbal offenses directed at our on-duty manager, who was personally trying to address your concerns to ensure your comfort. Situations like this not only affect our team but also hinder our efforts to deliver the experience we aim for with every guest.We will take your feedback into consideration as we continue to improve, and we appreciate you taking the time to share your thoughts with us.Please feel free to reach out if you have any further comments or concerns.Kind regards,

酒店回复: Estimado Carlos, Gracias por tomarse el tiempo de dejarnos sus comentarios. Estamos felices de saber que disfrutaron su estancia. En especial lo acogerdor y sereno de nuestro hotel que otorga la capacidad de desconectarse de todo y dejarse abrazar por la naturaleza.Esperamos pronto tenerlos de vuelta.Saludos!

酒店回复: Dear Cristina,Thank you for taking the time to share your feedback. We deeply regret that your recent experience with us did not meet your expectations.Upon receiving your concerns, our team promptly addressed the issues and offered solutions to ensure your comfort. Despite our efforts, we understand that you chose to check out on the same day. We respect your decision and regret that we could not provide you with the experience you were hoping for.Regarding the refund, we strive to adhere to our policies while also trying to accommodate our guests as best as we can. We understand that this situation has been disappointing for you, and we genuinely care about the satisfaction and well-being of our guests.We value your feedback and will use it to improve our services and communication with future guests. We hope that you might consider giving us another opportunity to provide you with a better experience in the future.Warm regards,

酒店回复: Estimada Paula,Lamentamos mucho escuchar que tu experiencia no fue lo que esperabas. Entendemos perfectamente lo frustrante que debe haber sido llegar después de un largo vuelo y encontrarte con una situación así. Queremos ofrecerte nuestras más sinceras disculpas por cualquier inconveniente causado por el ruido de las obras cercanas, ya que nuestra prioridad es siempre ofrecer un ambiente relajante y cómodo para todos nuestros huéspedes.Nos gustaría invitarte a que te pongas en contacto con nosotros para poder revisar más a fondo tu caso y encontrar la mejor solución posible. Apreciamos tu comprensión y esperamos tener la oportunidad de ofrecerte una experiencia más placentera en el futuro.Gracias por hacernos llegar tus comentarios, nos ayudan a mejorar continuamente.Saludos cordiales,

酒店回复: Dear JenniferThank you for sharing your wonderful experience with us. We're thrilled to hear that you and your companion fell in love with our hotel and its surroundings. It means the world to us to know that you found our staff to be incredibly welcoming and lovely.We apologize for any inconvenience caused by the noise from the nearby construction during your stay. Please rest assured that we are continuously working to minimize any disturbances for our guests.We can't wait to welcome you back for another unforgettable stay on your next trip to Tulum! Please don't hesitate to reach out to us if there's anything we can do to make your future visits even more enjoyable.Kind regards.