we thank the lady for giving us the opportunity to respond to his review and his statements,
the reality totally different and without any real and honest basic
press: we are in isla mujeres not in dubai or new york and like other islands caribbean and holbox, our neighbor island paradise .. the island unfortunately does not enjoy excellent services including connection, electricity (with submarine connection damaged several times by hurricanes), etc. etc. .. unfortunately we are in Mexico and this is very common considering, however, that the island is still a wild island in the middle of the Caribbean Sea where everything works and works only with electricity .. including water (there are no nets or wells on the island but only one power plant and electric boyler in the facilities)
introduction: the lady has always done her vacations in cancun in all inclusive of 300000 rooms hotels and arrived on the island (only for one night) unfortunately she found herself on a day when the whole island has suffered a general blackout (consequence of lack of water, consequent lack of wifi etc) the lady was advised on arrival and was helped by us in every single aspect, buckets of water, soaps , more towels, etc. besides being offered a pizza made by us of welcome.
the lady more could see the total discomfort throughout the day as she was in the middle of the town of the evening where everything was night, restaurants, hotels and streets without lighting. the lady was well aware of the common and not only personal unease.
in these situations fortunately rare, unfortunately you can not do anything and no solution, if not wait for the return of the electricity.
I also want to clarify that the lady left the house in the morning and the room in disastrous conditions. all the sheets and towels completely dirty with food, pizza and make up .. impossible for us to clean up, so garbage, doors dirty with black and all the pillows on the ground ... despite this we helped the lady in transfers and kindly we avoided leaving them a bad comment on air bnb. thing that she in a situation common to all and not of our fault, has not avoided ,, I consider this attitude of disrespect and nastiness towards an unmanageable and uncomfortable situation for hundreds of tourists,
sometimes gratitude pays for what is missing this lady probably used to living only an all inclusive city context in world hotel chains. which I suggest you keep doing.