Casa hacienda Itzimna

Thank you Erica, it was a pleasure to welcome you. Bertrand

Thank you so much Sara. It will be a pleasure to welcome you again. Best regards Alex and Bertrand

Thank you so much Nicole and family, it was wonderful to receive you ! You will be always welcome. Bertrand

Thank you very much, it was a pleasure to welcome you. Bertrand

Nous regrettons sincèrement le problème technique lié au dysfonctionnement de la pompe à eau, que nous avons remplacée immédiatement le deuxième jour. Pour être exact, en raison d'une coupure d' électricité dans tout le quartier il n'était pas possible de réparer plus tôt. Le dysfonctionnement de la télé durant les 3 premiers jours était aussi dû à une panne extérieure qui a privé de Wifi tout le quartier, décidément Silvia et sa famille n'ont pas eu de chance. Pour compenser, j'ai remboursé à Silvia 200 Euros sur le prix de la location et lui ai offert de séjourner jusqu'à 3 jours de plus gratuitement. Concernant la communication, je précise que Silvia ne souhaitait pas communiquer par Whatsapp et qu'elle a d' abord essayé d'appeler Alex "por cobrar" alors que son abonnement ne le lui permettait pas. Je précise aussi que si Alex n' a pas répondu immédiatement, j'ai moi-même appelé de France directement afin de solutionner les problèmes. Ensuite nous avons pu communiquer grâce à quelqu'un du groupe qui avait Whatsapp sur son téléphone, mais cela a retardé l'intervention des techniciens. Je reste bien entendu à la disposition de Silvia, sachant que la proposition de séjour gratuit est toujours valable pour les mois à venir.

Thank you Jerry, it was a pleasure to welcome you. Bertrand

Thank you so much Brad !

Mil gracias Rafael, Sin broma, te invito unos dias gratis en la casa cuando quieras ! Solo te cobraria los gastos... Maru y Alex van a estar muy felices de tu excelente comentario. Saludos, Bertrand

Dear Doug and family, it was a huge pleasure to welcome you and we are very happy that you had a pleasant stay and enjoyed the Casa Hacienda Itzimna ... You will always be welcome. Alex, Cris and Bertrand

Thank you Robert, it was a pleasure to welcome you. Bertrand

Thank you so much Calvin. It will be a pleasure to welcome you again. Best regards Alex and Bertrand

Thank you so much Julia. It will be a pleasure to welcome you again. Best regards Alex and Bertrand

Thank so much Estela ! It was a pleasure to receive you in Casa Hacienda Itzimná. Vous serez toujours les bienvenus. Bertrand

We perfectly acknowledge that there had been a few technical issues during the first few days of this two month rental. These problems were taken into consideration and dealt with very quickly. However, I am rather surprised by the tone of this public comment despite all our efforts to satisfy the demands of Mr Carl D. Seeing as he wished to make his feelings public, I will use my right to also publicly respond, as this is the first time in ten years of renting property that I have had to deal with such a demanding and discourteous individual. Before the arrival, the future tenant requested that we buy a gas barbecue. We of course obliged, with pleasure. After his arrival, Mr Carl D. demanded a cleaning lady once a week, although this was not in the conditions of the contract as it is a long term rental. We accepted his request as compensation for the electrical issues described above. He then requested that we supply mineral water bottles free of charge, and what’s more, insisted on several occasions that my brother-in-law order them by phone, instead of just going to the store 200 metres away and buying them. To sum up, the tenants benefitted from this rental, with all charges covered (water, electricity, gas, swimming pool maintenance products), with a gardening service every two weeks and a cleaning lady once a week (as a courtesy), at a beneficial price for a long term rental (50% reduction). But clearly, that wasn’t sufficient for our dear guests. What is clearly the most disappointing for us is the condescending and rude manner in which Mr Carl D. addressed my brother-in-law, sending him messages without the remotest sense of politeness and with unruly authority. He would insist that my brother-in-law come and deal with issues at any moment of the day (whereas he lives 30 minutes away) and once even in the middle of the night, at 3am. The reason was because the water pump was working intermittently, and all that had to be done was to turn it off (as explained by my brother-in-law when he got there and in the house guide in English)! I can’t help wondering whether our guest was confusing our rental with a 5 star hotel with room service. Or perhaps the guest was confusing our desire to satisfy his needs with a domestic servant at his beck and call 24/7… Fortunately for us, the many positive comments that we have had from holiday makers truly reflects their immense satisfaction that they have procured after staying in this beautiful house.