Overall, good stay. My communication with Justine, the host - excellent. My communication with the included concierge, Ana - pretty terrible. It was great pre-vacation, but once we were in Tulum and actively staying at the property, the concierge took hours to reply. Even with confirmed early check-in, I was not sent access codes or instructions. I was left chain calling and texting the concierge and 20 min later it sounded like I woke her up from a nap. The towel situation was interesting. I confirmed ahead with the host that there would be separate pool and bath towels, as well as extra. She also confirmed they'd get replaced midweek. What none of us realized, was that ALL of the towels were downstairs by the pool - and the 10 bathrooms only had hand towels and washcloths in them. We pre-ordered some groceries to be delivered to the house upon our arrival. There were SEVERAL items missing from the list we provided and when I asked for a receipt, one could not be provided to me. This is a contracted service that I had to pre-pay for. I was "assured" that we were not charged for the items they didn't provide, but I am very skeptical without proof. We were a group of 13 - this house was great for us. We followed the sun between the two pools, we had plenty of indoor and outdoor seating, and we enjoyed the property location very much. The house itself is nice, though a little tired. The fixtures and mirrors are rusty, the kitchen faucet on one side needs replacing or mending.