We stayed at a, now what we find to be unsage and unfit property (Una Vida Tulum, 9/6-9/10), where our passports and other items were stolen right out of our room while we were away for the day in Tulum, Mexico. It wasn't until the end of the stay 1 day before we were leaving that this incident occured. The concierge were the only people who knew our whereabouts as he was suggesting many thing for us to do. Our villa was in the back of the property. When we arrived back we noticed immediately that our backpacks were stolen which contained our passports, laptops, and other personal items. The reason the items were in our backpack and not in a safe, was because the moment we arrived we were told the safe wasnt working, the guests prior changed the code and they hadn't been able to reset it (1st red flag), throughout the stay and toward the end, we had men coming in who were "trying to fix the safe" they made about 3-4 visits yet nothing was accomplished. Immediately after the incident we noticed the sliding were wide open, so we instantly thought-inside job. What we didn't realize is that the locks never even worked in the first place! So the host chose this villa with a broken safe, broken locks on the sliding door, and in the very back for us to stay at? Seems a bit odd and completely unsafe. When we asked if there were cameras we were told yes, when asked if we could see the footage we were told the camera's weren't working. The major assets to ensure safety ALL BROKEN! The cops came and wrote a report, one cop actually found one of our bags not too far from the property, however there wasn't anything inside anymore.
Fast fowarding - the end of our trip was ruined because we had to spend an entire day at the immigration office to get a document that would get us back into the states.
The host was initially responsive and said they would file an insurance claim for our property and refund us. Once we got back to the states and tried to communicate a plan to get our stuff back they disappeared. We later found out when we did get through to someone that the property doesn't even have insurance! ALL RED FLAGS, I lost count at this point..
I have been trying to contact Airbnb and they haven't seemed to be much help. They said that the host refunded our stay and I never heard anything else. The refund of our stay is not comparable to the items we lost during our trip. Two of us our of the group run a business from home and as you can imagine has many personal crucial inforamtion saved.
I AM WRITING IN HOPES THAT SOMEONE DOES SEE THIS FROM AIRBNB AND FEELS COMPELLED TO DO WHATS RIGHT. I would never recommend this place to anyone as they haven't even covered basic safety measures to ensure the safety of their guests. I was told from THEIR manager that 3 guests have also been robbed and he is so embarrassed. The staff were super helpful it was the owner of the property who has been unresponsive and completey inconsiderate about this situation.
Sincerely,
A girl who simply wants a solution
