PLEASE BE EXTREMELY CAREFUL! I strongly recommend avoiding this establishment. If you must go there…read morebecause of an emergency and have no other alternative, keep your belongings under constant supervision and do not let them out of your sight for even a moment.
My iPhone disappeared during my visit. Four hours later, when I was already entering the United States and had an internet connection through my husband's phone, the tracking system continued to show my device inside this establishment.
I immediately requested to review the security-camera footage. However, they allowed me to watch only a very short clip and refused to show me the rest. While I was asking for an explanation, two employees whispered to each other, exchanged looks, and sent messages while reviewing the videos. Their behavior significantly increased my concern and distrust.
Later, when I formally requested the recordings, they claimed to have reviewed all the footage and insisted that I did not have a phone with me. This version of events is completely contradictory: I used that same device in front of the veterinarian and other employees to show them the official government requirements needed to issue my pet's travel certificate.
The veterinarian also pressured me to purchase a deworming product that had already been administered to my Sphynx cat only two days earlier. I presented the product that had been used, its original packaging, and the instructions from the veterinarian who treated my pet during our trip to Playa del Carmen. Nevertheless, she claimed that she did not believe the treatment had been administered because the product had not been purchased from their establishment.
They required me to purchase another product exclusively from them, even though I could not administer it to my pet again because repeating the treatment so soon would not have been appropriate. They warned me that if I did not make the purchase, they would issue an incomplete travel certificate.
I formally requested a copy of the security footage in writing. They refused to provide it and offered only an in-person viewing, expecting me to return to the same place where my phone disappeared and where, for obvious reasons, I no longer feel safe.
The matter has already been reported to the appropriate authorities. I would not return under any circumstances.
In total, this visit caused me more than USD 1,500 in expenses and losses, in addition to the wasted time, distress, and numerous problems resulting from my phone's disappearance.
