Still under construction
We booked this hotel in August and understanding it was still under construction this may have been a risk, but I never imagined what we experience could happen. Let’s start a week before when they processed my payment and I specifically called and asked if it was confirmed for our arrival on the 23rd, and was told yes the room was confirmed. We arrived at the hotel on Dec 23 after a day in PV as we rolled our suitcases down the dirt road we arrive at what I assume is going to be reception to a full construction crew and no manangement, no rooms available. A shady guy was overseeing the work and likely knew exactly what was going on was able to get me in contact with the hotel ownership who went on to give me the excuse that the government shut down the power and water so they couldn’t open. Which would have been a plausible excuse had I not walked into a hotel that is months if not a year from being completed. After finding a temporary room next door for 1 night and a wasted day on the phone with booking . com while they attempted to find a suitable replacement during the busiest week of the year, we were luckily able to find a last minute cancellation at another hotel in town (Hotelito Los Suenos, which I couldn’t recommend enough, hotel and staff were amazing, with an added yoga bonus, review to come next) It is now Jan 2 I have yet to have my payment reimbursed. Understanding it was still under construction I looked to Sayulita life’s endorsement of this property and was disappointed by the entire experience.
Response from Owner/Manager on 01-03-2019
On Ysuri properties, our characteristic is the excellence in our service to the guest, exceeding any expectation either in comfort and quality.
Therefore, this has represented a great loss, either in monetary as well as in credibility with all of our guests.
We are deeply saddened and disillutioned with this situation as it is a huge impact to our team and especially, to the dreams of the owner who put all his effort and commitment into the hotel opening as we have planned. It is a fact that this affects not only your festivities, but also affect us, since we must process not only one, but several refunds from many people who have everything ready to stay in our gorgeous hotel.
All the Ysuri Team, not only this development in Sayulita but Casa Ysuri Bucerías as well and our next new Development in San Pancho; offers our sincerest and deepest apologies for the situation, and we will do the impossible in order to refund all your payments and send you a proof of it, as soon as possible.
For this reason, we had already started the refund process and our accounting department is taking care of all of them during the following weeks. It is important to mention that we require the complete information of your account as well as SWIFT, ABA or ROUTING number to wire transfer all refunds.
We would like to mention: it is important to make clear our great interest in not only provide 100% of your refund, but also we would like to compensate with (1) one night free on any upcomming reservation, applicable for all 2019.
Likewise without intending to justify the situation that you lived, we are attaching images, videos and documentation with the sole intention of clarifying that our property was ready to welcome our guests and what happened was completely out of our hands and we proceeded to notified our guests as soon as we were informed of the government maintenance works, in which this situation had affect us all.
We would like to emphasise our commitment to all and what this situation represents to our guests and company.