Dirty and found used condom in the room - Oh! Cancun The Urban Oasis & Beach Club

Dear Raphael,

We appreciate your taking the time to share your comments with us. We sincerely apologize for the inconveniences you encountered during your stay. Likewise, we certainly do our best to satisfy our guests' expectations and regret that this time we did not meet our goal.
We have carefully read your comments and created a detailed report; we have passed these issues on to our maintenance and public area teams, who have worked to prevent this from happening again, and in this way, we can continually improve day by day to provide a better experience for our guests.
Despite this, we did everything we could to solve the problems you had in your room. In addition, it is important to mention that to improve your experience; we extended the gym hours so that you could exercise.
As for the security lock inside the room, we would like to mention that with the implementation of the magnetic door locks, it is no longer necessary to use them.

It is extremely important for us to clarify that we have no record of any type of incident in the restaurant or reception about your fall, nor about what you found in your room from other guests. So we would like to highlight that every time you have a setback at the hotel, you can contact our customer service staff to notify them so they can correct the situation.
We would also like to take this opportunity to explain that our building, Oh! Cancun The Urban Oasis is for adults only; however, we share common areas such as a restaurant, pool area, and lobby with our sister hotel Smart Cancun, which admits guests of all ages.

We reiterate once again our sincere apologies for any setbacks you experienced and hope you can give us another opportunity to welcome you again, so we can enhance your perception of our hotel.

Kind regards,
Alfredo García.