Before I departed on my journey to Mexico, I realized that Playa Moments (PM), the management company, was charging me more than I was quoted on VRBO. I reached out to both companies and not only wouldn't PM help me, but VRBO also refused to help me. Upon arrival at the property, I mentioned it to PM's concierge and he commented, "oh yes, I see that. I'll get it fixed." Later in the week when I reached out to him about this he insisted that I send him the VRBO screenshot, just what I wanted to do on my vacation, so, on March 4, I sent the pic. I still have not received my refund. While in the unit, we had issues with the safes in the rooms and asked for assistance. He claims that he knocked on the door but there was no answer so he left. We know that he's able to text but apparently, he never thought of that. We never were able to use the in-room safes, so we were never really comfortable when we left our room. On another occasion, four days before our check-out date, we asked for the potable water to be delivered to us as we were completely out. This was never delivered. The kitchen had the bare essentials, but not one additional convenience. Aldea Thai is a very nice and well-maintained property, lucky for them and their unit owners, other property management teams manage their units. Shame on you, VRBO for not pursuing this over charge issue on our behalf. I thought that's what I paid your fee for.
