I am writing to share my concerns regarding our recent stay at the Solymar Resort and Villas in Cancun, which was booked through your platform. Unfortunately, the experience was not as advertised, and several issues during the stay significantly impacted the quality of our time there.
The listing described a fully equipped kitchen, which it wasn’t, no kettle or toaster oven, Also, the fridge was advertised as having an ice maker which wasn’t working. Our host did leave us a bag of ice. The stove and oven which was installed incorrectly and posed a significant fire danger to guests. Photos show that a fire had already occurred in the kitchen where aluminum foil was used to cover the damage made to wooden panelling right next to the stove. This was unacceptable.
The accommodation was advertised as having a washer and dryer, but the laundry room had a foul odor, and both the washer and dryer were non-functional.
There was no hot water in any of the bathrooms except for the master bedroom, All eleven guests needed to use the single bathroom for showering. One bathroom had a cracked spa tub with exposed wires underneath which posed yet another safety concern for guests and serious inconvenience. We raised concerns to our host but the hotel maintenance people sent on three occasions were not competent to resolve. No hot water for 7 days is not executable.
The air conditioning unit in one of the second-floor bedrooms did not work. Some of the bath towels had huge holes in the
