“Oleo 2102”

“Perfect Penthouse!”

“Helpful tips if you are considering this property.”

Response from the owner Thank you for taking the time to write a review. I would like to address each point our guest made. 1.There is no dishwasher. We were constantly washing dishes. We do not advertise that there is a dishwasher. 2. You have to get up very early ( 6-7 am) to save beach loungers, there are not nearly enough of them and we only managed to do this on one occasion. If you talk to people that go to Cancun a lot, you will find that during high season, you have to get up early to get a lounger. I was talking to my Father in law recently as he and his wife were staying at the Royal Sands, a 5 star resort in the Cancun hotel zone. He gets up every morning early and puts his things around a lounge chair and goes back to sleep. Our resort is not isolated in this regard as our guest suggests. 3. There is limited shade on the beach. Our first day there were a few canvas tentlike canopies. They were never put back out - perhaps it was too windy - but we did not spend nearly as much time on the beach as we usually do because of lack of shade and loungers. I am sorry you were out on the beach on days with excessive wind. You can see by the photos there are a lot of lounge chairs and shade on our beach, more than most any resort as you go up and down the strip. 4. No WiFi on the beach, only in the condo. There is WIFI throughout the resort. Saying it is only in the condo is just not true. You have to use the resort code which is free of charge. 5. There is one safe in the Master Bedroom closet. You are told the ( very obvious) 4 digit code by Abdiel the manager. Unlike hotel safes where one chooses one's own code, this one is not programmable. We did not feel confident that our things were safe if every guest must use the same code. I had a conversation with Tim the owner about this and he said he was unaware that hotels use programmable safes and his suggestion to us was to do as he does when he travels, put his passport and cash in a tight pocket of his jeans. Yes he actually said that! All our passports and cash and fancy cameras in our pockets while we play beach volleyball? Or go out for dinner? He did say he would look into getting a different safe. The very first thing I said about this was that we would simply go get a new safe, i'm happy to do that if it will help make our guest feel comfortable. Its a small purchase. But unfortunately our guest makes it sound as though this was an afterthought, when it was my first thought and it was the first thing I offered to do form them and he knows this. But he chooses to write things in a way that hurtful and not the full truth. After I told him I would get him a new safe, he said that wasn't necessary. Well if it isn't necessary, why are you talking about it now? 6. The listing says that there is a phone for guest use, there was not. We no longer offer a Mexican cell phone in the condo. It was removed from all listings on all sites a long time ago. The reason is you can email our manager and he can call you right back. 7. This is minor, but the photos show some bright red cushions outside on the one of the seating areas. There were no cushions and that seating area was more like a hard ledge. So, those are all the things that we found out after we got there that we would have appreciated knowing in advance. The red cushions are there. We do not keep them on the patio to prevent them from blowing away. They are right inside the condo and we ask you to bring them out when you want to use them and put them back when not in use. The photos taken of the terrace showing the red cushions were taken in Jan 2019. They are there in the condo, we don't keep them anywhere else. But you do have to put them out when you want to use them. And now for the things that went wrong while we were there. 1.The toilets got plugged several times necessitating a few visits from maintenance. We responded promptly 2. The air conditioning in the Master Bedroom was faulty. Multiple attempts at keeping it going failed and finally we had to wait in the condo a few hours for a repairman to diagnose the problem. The next day repairmen brought a new part and fixed it. This was on our 6th day. The AC is a brand new unit. We responded promptly and reset the unit. After doing this more than once we realized there was more to it and had it fixed. My manager is there for the repairman. You do not have to be there if anything breaks as long as you are fine with my manager Abdiel being there for the repair man. Abdiel has been with me over 4 years as of this writing and he is a terrific guy and very loyal and trustworthy. 3. Two of the 3 showers did not drain properly and we had to have someone come to fix this. The shower drain in the Master Bathroom was clogged with thick black goo - I watched as it was removed. Anytime our guest had an issue we responded promptly. 4. Three times there was no hot water at all for us to take showers or do dishes. The owner's manager replied to our email by saying that there were no hot water problems in the building. How would he know that? Eventually it returned. He would know that by calling the head of maintenance. If hot water main is going outbound everyone has hot water unless that is shut off. It provides for entire resort. So unless the valve the goes into the unit itself was turned off, the hot water was there. All our places were full during this time (6 others) and no other guest called or emailed about any trouble with hot water. Perhaps we were especially unlucky and the only guests who had to deal with multiple problems. I found the owner to be friendly enough and when I wrote a comprehensive letter to him the day before departure requesting one night's refund to compensate for all our troubles, he apologized and offered $300. Not quite one night ( 485) but at least it was a nice gesture. Thank you. I do my best to provide prompt and friendly service all the time. We cannot offer a refund because something breaks. They key is responding promptly and resolving promptly any issue that may come up. We did that. However, as a courtesy I issued our guest a $300 credit. Blessings all, Tim Miller

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“A REMARKABLE EXPIERENCE!”

Response from the owner Thank you so much Jessica for reaching out to share your experience. We really appreciate the detail of your share. It was a pleasure to serve you and your family. Tim Miller

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Great Place!”

Response from the owner Thanks Alonzo for taking the time to share with other people. Francis and I sincerely appreciate it. Blessings, Tim Miller

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“OMG - Great condo for views of the ocean and lagoon.”

Response from the owner Thanks Kim, it was a pleasure being of service to you and your family. Abdiel and I sincerely appreciate you taking the time to give your feedback. Thanks again, Tim Miller

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Amazing vacation!”

Response from the owner Thanks Holly, for taking the time to write a review. We sure do appreciate it. Warm regards, Tim Miller

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Great vacation rentl for the group.”

Response from the owner Thank you for your review Brenda. I'm glad to hear you and your family had a great time! Tim Miller

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Yalmakan NIGHTMARE”

Response from the owner The Other Side of the Story: When our guest arrived we discovered that the pool next door would not allow children under 12. This is true. Then we had other substantial issues including our elevator that went out. For this reason, our guests were given 100% of their money back early on in their stay along with my sincere apology. We also secured for them a pool at a nearby resort for nominal cost, and we never asked them to leave penthouse #2704 even though they were given a full refund early on in their stay They chose not to leave. Meanwhile our elevator was fixed and has been fine since. We have guests staying in this tower that just left Nov 12 and were happy despite the renovation. We are blessed to have these outstanding improvements being done to our resort. The building exteriors, the restaurants, the pool, the hotel rooms, new elevators, new common areas, it will be a truly outstanding achievement when it is behind us. I am told that by early December, phase one of two will be completed. Phase 2 includes renovation of a tower that does not include the penthouses, and constructing an entirely new lobby. Tim Miller

This response is the subjective opinion of the management representative and not TripAdvisor LLC.

“Executive Large Penthouse, Amazing Views of Ocean/Bay, Clean and WOW!”

Response from the owner Thanks for taking the time to write such a thorough review. Abdiel and I really appreciate that. Best, Tim Miller

This response is the subjective opinion of the management representative and not TripAdvisor LLC.