Cocoloba #2 at Crash Boat - A Unique Beach Front Experience

Hi Sarael, I would like to address your recent review regarding your stay at Cocoloba. First and foremost, we sincerely apologize for the inconveniences you experienced during your visit, especially the flooding issue at the front of your villa. We appreciate your feedback, as it helps us improve our services. It is important to clarify that the flooded area in question is part of the public land (not the property itself) in a coastal area under a cliff. This area is known to be susceptible to occasional flooding, especially during heavy flash rains and recently with the destruction of a nearby mountain coupled with our rainiest season to date (june - end of August) caused some challenges. We understand that this can be a concern, especially for senior citizens, and we deeply regret any discomfort it may have caused. Regarding the phone call you received from our team member we apologize if the manner in which the information was conveyed was not up to your expectations. We acknowledge that the timing of the call, coupled with the unfortunate news, may have left a negative impression. Our intention was to inform you of the situation as soon as we became aware of it, so you could take necessary precautions. It's unfortunate to hear that you felt attacked during the phone conversation . We assure you that such behavior is not tolerated, and we will address this matter internally to ensure it does not happen in the future. Our team is here to assist and support our guests, and your experience does not reflect our standard of service as you can see are a premier host with an average of 4.5 stars. In regard to the flooding issue during your stay, we must emphasize it was not inside the property and that this area is prone to flooding due to its location near the coast and beneath a cliff. While we cannot control the weather, we do take safety seriously. We advise guests, especially those with senior citizens in their party, to exercise caution and consider the weather conditions when planning outdoor activities. We apologize for any oversight in communication or assistance during your stay. We take all feedback seriously, and we will work to improve our communication and response procedures to better serve our guests in the future. Your feedback is valuable to us, and we appreciate your understanding of the unique challenges posed by the coastal location of our resort. We hope you will consider giving us hospitality we aim to provide to all our guests.