Musa del Carmen 309 - Rooftop Pool View & Sky Bar by Solmar Rentals

When we arrived there was a terrible smell, like a mixture of sewage and propane. It gave me a terrible headache. As I looked around we noticed the space was not clean. It had a roll of toilet paper on the dining table, sticky spots on the floors and counters, a waded up sheet in the bedroom. The person in the lobby said the units were privately owned so I needed to deal with them. I called and the woman said they could send someone out to clean the next day. We had these reservations for 3 weeks. I told her my biggest concern was the smell. I had a headache at this point. I asked if they could move us to a different unit, the said they could not. I asked to speak to a manager, she said I could not. I told her I would not be staying and she needed to cancel my reservation and refund me. She told me I needed to cancel it (it clearly states if I cancel that I don’t get a refund and we had booked it for 3 weeks, over $1200 USD) I called booking.com and they assured me because my health was at risk that I could leave and I would receive a refund. When booking.com tried to reach the property they ignored them and didn’t respond. Booking.com then gave me the run around and I had to get my bank involved to get my money back.

Nice design, good location

Kitchen wasn’t equipped at all. Bedding is very cheap and not comfortable. There’s also construction during the day, quite noisy.  The check in instruction wasn’t provided, but the security was able to find the owner to give me access to the apartment. The phone number doesn’t exist, no reply at all on the messenger as well