Hacienda El Paraiso Tulum

Dear Sarah i am sorry you feel that way, however, most of your story seems to be a inaccurate, I assumed for insurance purposes or intent to get a refund on your vacation. As you can see in all of the reviews posted as well as on the dozen of physical reviews not posted, we have never had any issues like this in the past, our security team as well as all of our staff, has been working with us for years and is the very first time anything was reported missing, since the night that you reported that, we try to get the police involved which you refused to let them in, maybe because none of you was in any state to do so or maybe was not true, as you mention I was out of the country but i called back when I found out, at which point I asked you to please call the police, and you continued refusing to do so, which made no sense to me, immediately after you asked me for a compensation and a refund, an I said I would not even talk about that if you would not be willing to go to the police, you then threatened me to write a bad review and refused to pay your bill of the services you had order, at which point, we offer to call the police so we can let them know about what was going on, only that way you paid your bill, and still refused to do a report for your incident. by the time you were willing to make a report, the allowed time after the fact had already passed and the police can not do anything anymore. now you are asking us to please send you some kind of report, so you can collect from your insurance... anyhow, i mentioned at the time, what you needed to do, I offered someone to go with you and you refused, i even said that for your claim you needed that and only then you tried to do the report, but was too late by then (24 hours had passed). when the maids were cleaning, they found only a passport left at one of the security boxes... by the way, you never mentioned any cash at all until now and why was it not on the safety deposit box? anyhow, I dont know but your behavior was very strange... and because you would not even want to call the police and the fact that it was all a group of young girls that were partying, then it made it look like you wanted to take advantage of the insurance, but we dont know, and we will never know now since you never called the police. I am sorry you feel that way, because every one else that had ever stay there including many celebrities had an incredible time. take care. David

Dear Gilda, thank you very much for your review, we love having guests like you, that love an appreciate all the effort is put into such a remote place to give you the most amazing experience, we strive to keep adding things to our villa so when guest come, they are always wowed!, we hope to have you back soon in our little piece of paradise, we all Hacienda Paraiso staff, thank you very much for staying with us, we know you have options but… none like this :) Esperamos verte pronto de regreso, un abrazo! Att. Hacienda Paraiso Silvia Giordani Villa Manager David Lopez Owner

Nichola, thank you very much for your kind comments, i know they reflect nothing but a happy guest, we enjoyed having you and your group and hope to see you back again soon. thanks David and all the staff of Hacienda Paraiso