The reservation was paid for and booked through trip advisor via a gentleman named Rey C. He was quick to respond to questions and concerns. I verified our reservation ahead of time and was notified that it was allowed to arrive after 1pm. I was also informed to ask for a Carolyn or Alejandro at room 2507 for keys. Neither of these individuals were available upon our arrival. We were allowed to come back at 1:30p for entry into the condo as guests had just vacated at 11am and some time was needed to clean. We arrived a bit later at approximately 2:30pm. Once the paperwork, a quarter sheet of paper, was completed - we were provided a key and a bell boy escorted us to our room - 3208. The condo was filthy, reeking of what I can only describe as an "infectious" odor. We stored our luggage in the closet, informed the young man who checked us in - Luis, and was assured that it will be taken care of. We left for the beach and returned after 3 and before 4pm. The room was untouched. We voiced our concerns again and provided Luis photographic proof of how uncleanly the room was. He was dismissive of our concerns. We became desperate for accommodations and employed the assistance of the Hotel's front desk receptionist. (That is another issue - half of the place is a hotel and the other half are private condo rentals). It was only until we were willing to sleep in the Cancun airport that Alejandro, a self described "marketer", was notified. This gentleman was very apologetic yet condescending as he stated, "...not everyone is as educated as you are - they (guests) don't know better but to leave the room dirty." Alejandro assigned two housekeepers, taking approximately 2 hours to clean the condo. Even they were shocked at how filthy the room was. I would not recommend this condo or this management team to anyone due to poor business practices!
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