Bacab Mansion

We were excited for our first family trip to Cancun and our first time renting a house. With five other families, we wanted to stay together, and had paid for six bedrooms with their own showers. When we arrived, only five rooms had private bathrooms. My room had a broken shelf on the closet floor, and the other shelves and drawers were dirty. The extra room they gave us wasn't finished, with no AC or bathroom, and there was no discount for not providing what we'd paid for. Isaac, the person in charge, used one of the mansion's other rooms, and the woman who helps rent it and her mother used another. They seemed to live there, so we shared the living room, dining room, and kitchen with them. Isaac let his big dog roam those areas sometimes, including at night, which I didn't like. He said the grass would be cut and the yard cleaned on arrival day, but that never happened, and there was dog poop everywhere. I was grossed out to see a big cockroach on the kitchen island, with a small one in our room and several large ones by the bar and pool. One family found a tick on their bed. We reported that and other broken things around the house, but nothing was done. There weren't enough towels for our 22 people. One night we had to reuse wet ones because we handed them over for washing and they were only put in the washer, not washed. They also switched off the AC breaker while my son was in his room feeling unwell. On the last night, several of us had cold showers because, they said, the gas had run out. We couldn't use the stove to cook dinner or breakfast the next morning either. On checkout morning, Isaac didn't show up to return our $500 dollar deposit. It took multiple calls and messages, and he first sent only $4.70 while claiming he'd sent $470. The next day he sent $466, making the total $470.70. He charged us $29.30 for washer and dryer use and claimed a bedsheet and some towels were stained, but never sent the photos we asked for. A cleaner was supposed to come twice during our week and that was included in our payment, but she came only once. I'm very disappointed, and though I rarely review places, I don't want anyone else to go through this.

Our group of 21 rented this house for seven days, and there was no privacy. The host stayed with us, people came and went, and some rooms didn't lock, so we had to wedge a chair against a door. They advertised six rooms, but we got five. The dog was inside and nearly knocked our baby into the pool. At night it was shut in the kitchen, and by morning it had eaten our food. We found fleas and roaches in the rooms, and my mom got a bad rash on her legs from the bedsheets. We were short on towels and had to share because the ones we handed in for washing never came back. No drinking water was provided. We were told cleaning was included, but nobody came to clean or change the sheets. We complained about problems and nothing was done. The last day there was no hot water or gas to cook breakfast. They sent back only $470 of our $500.00 security deposit after a lot of trouble, saying the towels were dirty because we'd washed twice, even though cleaning was included. The washer apparently wasn't included either: after we washed clothes, they locked the doors and we couldn't get them. The host was having a full body massage while we were there. We also had a cookout, saved leftovers to heat the next day, and found half the food gone. I could keep going, but stay away from this house.

We had a problem with our Airbnb booking, and Isaac was helpful and accommodating while sorting it out. The place was clean, comfortable, and better than described, and it's a 15 min Uber ride from anywhere we'd need to go. It was one of the best stays of our three week trip, and we'd definitely come back to cancun. There's a dog on the property named khabib, super friendly and lovely.

The owners looked after us really well, and the barman made excellent drinks. We loved the clean house and the nice, clean pool, and the AC worked well. Thanks for the great service. We highly recommend staying here and will definitely be back soon.