Firstly, we would like to thank these guests for taking the time to bring their concerns to our attention. We have attempted to contact them for further information in an effort to investigate their comments more thoroughly – especially with regard to the service staff and service “supervisor” - but unfortunately so far we have not received a response. We remain open to and encourage further contact from the guests to assist us in this regard.

We pride ourselves on our professional standards and friendliness of service and of course do not condone this sought of behavior - the first time something like this has been brought to our attention. Our goal is to firstly verify the accusation by determining exactly where the guests stayed, what was charged and then to research the bills in question. We would then take the necessary disciplinary action in-house. Ultimately, we would like such concerns to be brought to the immediate attention of Senior Management at the time of discovery.

The private shuttle is subject to availability and should ideally be booked ahead for specific excursions, trips into Mazatlan or Stone Island, as quite often it is busy with other transportation needs within the resort, to/from the airport, downtown Mazatlan, etc. Depending on the length of notice, it is not always possible to supply a driver if he has been called away for duties elsewhere. Nevertheless, we sincerely apologize that we were not able to assist you with your request at the time.