First of all, thank you for staying with us and for the positive comments about the house, we feel sorry that you didn’t enjoy the house at its full extent and apologize for the setbacks and inconvenience that shadowed your stay ; nevertheless we would like to comment back on a few details :
As it is CLEARLY stated in the listing that the property is unfortunately surrounded by construction work, the nightly rate is lowered by 40% of its original value, that said, you were perfectly aware that the noise could be an issue before booking, hence you confirmed your reservation.
You are now asking in a private feedback for a 4 day refund by grounding this issue as something you were unaware of, this doesn’t seem fair to me.
On the first day of your arrival, you brought to my attention that the pool was not clean as it should be and as an answer I immediately arrange to have to our pool cleaner coming the next morning and even made him come daily until check out.
I managed to provide a shower curtain to prevent the vis a vis from the construction next door ensuring by my visit and conversation with you that everything else was okay in the house, which you happily confirmed. I left knowing you felt comfortable in all aspects.
Let me assure you that the pictures were not photo shopped since the owner took them with her own smartphone, although I’m sure that the house is perfectly equipped and that you weren’t missing anything essential, the property is now only for vacational purpose therefor some items have been removed to prevent them from being broke or stolen.
Concerning water issue, one day before your check out, I stopped by and realized you were out of running water, no one had advised that you were experiencing a water problem which I would have fixed within the hour if I had known.
I decided to knock on the door to see if anyone had noticed, which is when I talked to your parents and they surprisingly said that it was on going since this very morning but didn’t mind since they knew it would come back later. The water came back less than an hour after I went to the house.
Maybe a quick text/phone call would have prevented you from experiencing a long wait and inconvenience.
We hope that even though you had a few setbacks during your stay, this will not prevent you from coming back to sunny Tulum and his beautiful beaches.