Avis Tortugas Bay Resort

We did everything we could to please Marcelia, but unfortunately, it wasn't enough. A day before her arrival, she informed us that her daughter needed a companion pet, so we accepted it and even waived the pet deposit for her. On the day of her arrival, there was a hot water issue, and despite explaining to her that it was almost impossible to have super warm water in all of our baths due to the cold season and explaining how to used them, we went beyond by bringing more heaters to the property to make them feel warm.During the process of improving the hot water issue, they called us many times, and were rude and demanding. They claimed they had booked a 4-bedroom property, but got a 3-bedroom one instead. We sent them the receipt to show what they had actually booked, but they kept insisting on a bigger and more expensive house that they hadn't paid for.We explained that we would provide them with the bigger house as a sign of courtesy, but it would take some time as the house was not ready, and a sandstorm had also occurred earlier. They kept demanding to move immediately, and so our team was patient and moved with them to the other property. They did not have any inconvenience at all on this house.We called them and followed up on them, but sometimes, for this kind of customer, nothing is enough.

Dear Janeth,We sincerely regret the inconveniences you encountered during your recent stay with us. It deeply saddens us to learn about your experiences, especially as these concerns were not communicated to our customer services department at the time.Our team values our guests' feedback as it helps us improve our services. However, we were unaware of the issues you raised, as no formal complaints, photos, or evidence were provided to our customer services team. If we had been aware, we would have taken immediate and proactive steps to address each concern and ensure your satisfaction.Upon reviewing our records, we observed that you signed an inspection letter indicating your approval of the house's conditions. This further emphasizes the importance of promptly reporting any discrepancies during your stay, enabling us to rectify them promptly.We strive to maintain open lines of communication and offer multiple ways to reach out to our staff, including providing contact numbers for assistance. Regrettably, apart from the gate issue, we did not receive any additional communication from you. We did address the gate concern promptly and extended an extra night as a gesture of goodwill, which unfortunately was not mentioned in your review.Our customer service team takes great pride in assisting our guests and surpassing their expectations to ensure a delightful experience. However, to make necessary improvements and provide the best possible service, we rely on our guests to share their concerns with us.We genuinely appreciate your feedback and invite you to reach out to us directly if you have any further comments or if there is anything else we can do to enhance your experience.Warm regards,

Hola Gelen, ¡Apreciamos mucho tu valoración de 5 estrellas! Estamos encantados de que hayas disfrutado de tu experiencia con nosotros. ¡Esperamos verte pronto de nuevo!

Thank you for your positive feedback about the house. We're glad to hear that you found the place comfortable, clean, and well-equipped. We appreciate your recommendations, and we're pleased that Mr. Rafael was attentive and provided constant communication. We hope you enjoy many more wonderful stays in the future!

Hello, in response to your comments the property most definitely comes equipped with toilet paper, shampoo, soap and all of the essentials. What occurred is your stay was longer than a week and without daily cleaning service we are unable to know you were running low. This property does sit on elevated ground above sea level. To access the beach you may ride down on an ATV ( ATV's available to rent on site) or walk down the staircase. The hot water is working perfect, after inspecting your claim we discovered a guest had changed the settings on the water heater. Lastly, with regards to the pool with ocean view, if there is a sand storm we cannot guarantee a pool without sand. But we understand this desert and ocean front scenery is not for everyone.