1024_1.jpg)
Isla Mujeres, October 28, 2022
Dear Guests, Collaborators, and Friends:
THE WHITE HOUSE is a family business that has been operating since December 2021 in Isla Mujeres, Mexico. It was born with the aim of offering a high-quality lodging option at a reasonable price in one of the most important tourist locations in the Mexican Caribbean. THE WHITE HOUSE owners always offer personalized and warm attention on each guest since it is the direct source of employment for 4 families.
THE WHITE HOUSE has all guests reviews more than 40 as excellent 5-star on Airbnb, as well the Super Host badge that supports the work. Please visit the website: https://www.thewhitehouse.mx
A few days ago, a series of publications began to circulate from a guest denouncing a false accusation of THE WHITE HOUSE accommodation, so THE WHITE HOUSE wants to clarify the following:
-
After guests (4 people) checked out on September 27, the housekeeper checked the entire accommodation and found the glass door of the master suite cracked. The housekeeper took the photo of the cracked glass door the same day of the checkout and communicated by phone with the owners about the incident at the penthouse. (Airbnb has all the pics and reports dated on Sep 27)
-
By protocol and to activate the "Air Cover" insurance provided by the Airbnb platform, the owner of THE WHITE HOUSE reported the incident to Airbnb on September 27, 2021. As part of the investigation process, the Airbnb contacted the guest to report and request more information about the incident. Airbnb was responsible for the date they contacted the guest.
-
Currently the investigation by the Airbnb platform had been completed and the "Air Cover" insurance covered 100% of the expenses of the broken glass door.
-
It should be noted that the guest, has not paid absolutely anything for the repair cost since the Air Cover insurance covered the damage cost in full.
THE WHITE HOUSE and its administrators have never acted with the intent to take advantage of a guest and have not requested payment in addition to the cost of lodging from any guest. This is the first time that an incident happened at THE WHITE HOUSE property.
In this unfortunate incident, THE WHITE HOUSE only acted and followed the process required by the Airbnb platform, in a timely manner to make the "Air Cover" insurance coverage valid.
As a result of the incident and since the new glass replacement materials were not available on the Island, THE WHITE HOUSE had to close reservations from September 27 to October 4 until the glass door was replaced The safety and comfort of THE WHITE HOUSE guests is and always will be the top priority.
The accusations the white house have received were not fair, so we wanted to reiterate our commitment to continue offering an excellent lodging experience to local and foreign visitors.
THE WHITE HOUSE and its administrators remain open to respectful comments, and we are committed to doing the right thing every day.
With love, the family that makes up THE WHITE HOUSE
THE WHITE HOUSE is located in the paradise of Isla Mujeres, Mexico