Deluxe Handcrafted 4 BR Oceanfront Treehouse

Thank you so much for your kind words - we're glad that Casa Vela worked out well for your family.! Our team really enjoyed you as guests and look forward to hosting you again next year if it fits into your plans. Bruce, Alberto and Gloria Co-owners, Casa Vela

Dear Cristina - We're glad the stay worked out for you and your group. Our team really enjoyed hosting you and hope to see you back with us at Casa Vela in future years. All the best, Bruce, Alberto and the Casa Vela family

Lex - thank you so much for your kind words. It means a lot to our team that you had a wonderful stay. Everyone on our side enjoyed attending to your needs and hope to see you back again soon. You were great guests!

Dear Marilyn - We're pleased you had a great time at Casa Vela, and were able to overlook a few items where we could have done better. We do hope to welcome you back in the future. Regarding not making enough ice for your needs, it turns out that the heavy freezer door had been left ajar, spoiling the ice inside. Our house staff did offer to bring you more ice but someone is your group told him to wait a day, which he did. We've since bought a new fridge whose door is easier to close. On the dishwasher, a circuit breaker was tripped, and we wish we had diagnosed this more promptly. Once reset, it works fine. We realize it was an inconvenience for you to hand wash some dishes after meals, and our maid did clean dishes for you but could not be on station 24/7. To improve the Casa Vela experience, we're going back to our original gourmet inclusive program which includes a chef providing three meals daily, so guests need not be concerned about shopping, cooking and cleaning, and can just enjoy being pampered by our staff. All of our glowing reviews mention the quality and convenience of the food, and interaction with the chef team. I 'm sorry we were not asked by you to provide this to your family, and hope that down the road we can make up for it with our 5-star hospitality.

Terry - we are so happy to learn that you enjoyed your stay at Casa Vela. You were wonderful guests and we look forward to hosting you again, maybe on your next birthday! All the best, Bruce and Alberto

Our staff are warm and caring people, and respond to guests who are appreciative of their services. I understand that your spouse thought you were staying at or adjacent to Mayacoba, and took this disappointment out on our staff. They did their best to help you despite not feeling appreciated. To address specific comments, Mayacoba is just a five minute taxi ride, and they pick people up for free at our place if going there to play golf. It is also less than a 45 minute stroll up the beach, and we (and most of our guests) choose it as a destination for a morning walk to get some exercise. You can easily see each property on Google maps and decide if it is too far for you. Within our own property, we have nearly 3 miles of forested walking trails which you evidently did not explore. The adjacent river has been enjoyed by all of our guests and is lovely for swimming against the current, as we mention on our website. The mouth of the river (in the federal zone) is public property, while swimming further up river depends on whether anyone on their staff notices and feels like telling you to stop, so we do not promote it. The 30 minutes you waited at Xplor was because you did not phone the driver (as instructed) a few minutes before you were ready to leave the park, and in fact you called our manager instead, adding to the delay. Since not all guests have free international voice telephone plans, we often text them to see if they need anything. Our manager checked in with you but you said you said did not need anything. Once he learned of your complaints at the end of your stay, as at least partial compensation for your concerns, he did not charge you for the items you ordered (massage, beer, daily laundry service, and a driver to take you to Xplor) but you did not mention these gestures. Based on our 5-star reviews, you were also the only guest in four years who apparently did not enjoy their stay. Needless to stay, we regret it wasn't a great match of guest and environment, and hope you do better in future vacations.

Sara - Thank yo so much for your kind comments. Our team really enjoyed working with you during your Thanksgiving vacation at Casa Vela and were pleased to make a holiday feast for you, as well as adapt the daily menu to fit your family's preferences. We're glad you took great advantage of the many activities in the area and were able to come back to our quiet space overlooking the ocean. We hope to see you back at Casa Vela! Bruce and Alberto

John - We're really glad to learn that that you enjoyed your stay at Casa Vela. Our team looks forward to your visiting us again soon.

We're really pleased that Casa Vela met your needs and you were able to relax. Our staff enjoyed taking care of your group and we all hope to see you back in the near future.

We're really glad you enjoyed your stay. You were terrific guests and we hope you will return soon. All the best, Bruce and Alberto and Gloria

We are so pleased that everything worked out for you. You were great guests and our staff enjoyed your visit, and especially hosting your 75th birthday party. We look forward to hosting your 76th!

We're glad the trip worked out for you and that Alberto was able to schedule your last minute requests for massages and excursions. Regarding desserts, the chef does meet with you after he serves the first dinner to see what preferences you have for future meals. We've now reminded him to offer more choices even if you do not specify them...and upon request, one of his team can arrive earlier for a more extended cocktail hour. We look forward to hosting you again!