Dear Guest: We really appreciate the time you have taken to share with us your impression about your stay. It is disappointing to learn that your experience was not satisfactory. We spend considerable resources training our staff to maintain the highest possible standard of cleanliness and hygiene which we know our guests expect when staying at our properties. Nevertheless, this will all be addressed by the appropriate areas as we constantly strive to achieve the utmost level of satisfaction. We hope to have an opportunity to welcome you back in the future to truly impress you with what we have to offer. Sincerely, The Grand Mayan Riviera Maya Management.