Originally posted by BajaCactus
Hello my friends,
First of all, let me thank DavidK, for letting me know about the comments being posted on this thread about BajaCactus... these kind of observations
are very important for me... David is right, living so far from El Rosario makes it very difficult to keep track of every little detail in the daily
operations of either the Gas Station and the Motel... I make my best effort, but perhaps it is not enough.
PROBABLY NOT.
Now, getting to business... refilling the bottles of amenities... nnnnoooo... of course not... I do not know about the politics of other motels, but
definitely we HAVE NOT never, ever, authorized this kind of activities at BajaCactus. Each and everyone of the bottles of shampoo, cream and
everything else is place brand new, out of the box, every time a room is clean and prepared for the next guest... this is how we have it established,
both economically and in the logistics of our inventories.
NOT AUTHORIED ? BUT YOU ARE RARELY THERE AND HAVE LITTLE CONTROL OVER YOUR EMPLOYEES.
Diane, I do not know what you saw at our Motel, but it was definitely not a "refill operation" from our part. Every bottle left in the rooms after the
guests leaves, is recollected and sent back to our Tijuana office... and only if those are not left in the trash... why?... our US supplier takes them
back for recycling, and gives us a small credit on new orders. Every shipment comes in new, sealed boxes, as well as the bottles themselves... and
then taken directly to BajaCactus.
Regarding the Internet... you are right Diane... my apologies to you and every nomad that has contacted me about this issue... I must admit this
problem was a mistake on my part... I made the wrong choice about the equipment that distributes the LAN/WiFi signal... it did not worked continuously
and crashed a lot... and to make things worst, in general, the human resource in El Rosario has a very low level of education, my staff comes from
that pool, therefore, it is quite difficult for them to grasp the basics of networking, so, whenever someone approached them for assistance regarding
this issue, their answer is "it does not work, go next door"... even though it was working, so they get rid of the "problem" quickly.
THIS HAS TAKEN YOU OVER 1 YEAR TO RESOLVE WHILE ADVERTISING INTERNET ACCESS TO YOUR PATRONS.
Three weeks ago, I finally replaced the equipment, and since then, it has been working flawlessly... about my staff, I am working on it... slowly, but
I am working on it.
About the Gas Station restrooms... I agree... they are old and not much can be done with them, other than a complete renovation ... We already have
approved plans and blueprints by Pemex to build new ones (it took them 2 years to approved those plans), but now we do not have the economical
resources to build them.
I have been working on remodeling the actual ones... I believe we will be able to accomplish this within the next few months.
HEARD THIS OVER A YEAR AGO.
Diane, I am sorry for not answering your U2U, but for several months now, when I have time to browse this board, I do so not logged in, therefore I do
not see the U2U's... but I will answer yours as soon as I finish typing this words... anyway, you can all always find me at my personal email
info*at*bajacactus.com
Now... Diver... I am deeply sorry for your bad experience in Baja, and specially if you felt unattended while staying at BajaCactus throughout your
crisis... I was personally in Guadalajara the whole week this happened, and the couple of times I spoke with you over the phone, I did so from
there... the only way I could personally helped you back then, was for me to fly back to Tijuana and drive to El Rosario... therefore I had to rely on
my staff, and sometimes that is difficult, specially if they do not speak English.
YES, IT IS DIFFICULT TO RELY ON YOUR STAFF !
WHILE WE WERE THERE, MOST OF THE PARKING LOT LIGHTS WERE BURNT OUT. I FIXED THE LAUNDRY LINES AND FENCING MYSELF IN 10 MINUTES AFTER SEEING THEM
UNWORKEABLE FOR A WEEK. YOUR PEOPLE DON'T DO MUCH TO HELP YOU.
And speaking of languages... we have to remember that when you travel to Mexico, and Baja is a part of it, you are in a foreign country, and you could
not expect the locals to speak your language... when I go to the States, I do not expect everyone to speak Spanish... I respectfully address everyone
in English, if they happen to speak my language, excellent, if not I understand they have no obligation to do so.
YOU HAVE OFTEN CLAINED THAT THERE IS ALWAYS SOMEONE THERE THAT SPEAKS ENGLISH. I DO NOT EXPECT ALL FOLKS TO SPEAK ENGLISH - MY SPANISH IS OK. YOUR
PEOPLE JUST DID NOT WANT TO HELP.
I TOLD YOU ABOUT THEIR ACTIONS EARLIER.
Now... specifically in El Rosario... English spoken personal is really quite difficult to come by... we do have Carmen (the old lady, who happens to
be 45 years, and works six days out of seven, from 4:00pm to 12:00pm)... and we recently hired a new man, who also is very fluent in English, working
from 7:00am to 3:00pm (not in the front desk though, but he is around)... we always try to hire anyone in town who speaks English, but they are really
scarce.T
HERE ARE MANY FOLKS THAT SPEAK ENGLISH IN TOWN INCLUDING ROLE ( MAMA'S DAUGHTER) NEXT DOOR.
I SAID OLDER, NOT OLD (OLDER THAN THE REST OF THE DESK GIRLS). CARMEN WAS VERY NICE BUT WE ASKED WHEN SHE WAS COMING IN AND THE REST OF THE STAFF HAD
NO IDEA.
You spoke about "the rude" one... at the time, she had a sister very ill with cancer, and that had her very stressed, my personal apologies if she
mistreated you... unfortunately, sometimes, life throw us these kind of problems, and we have to deal with them, it could happen to anyone...I know
this is not an excuse, but as humans, we must learn "to be humans"... we have to understand that even though we might have problems, sometimes, our
fellow humans are also suffering... we are not robots... nevertheless, she does not work with us anymore.
IT IS AN ATTEMPT AT AN EXCUSE - YOU COULD HAVE REMOVED HER FROM THE DESK ON THE DAY THAT I INFORMED YOU OF HER RUDE REMARKS. SHE REMIANED AT THE DESK
AND ACTING RUDE FOR OUR ENTIRE STAY.
Trained staff... everyone of the ladies who work at BajaCactus are housewives... they do not live in a big city with specialized schools in lodging or
tourism... we are not even a ten story, five star Hotel... we are, almost literally, in the middle of nowhere... the only way to properly train them,
is to bring them all to either Ensenada or Tijuana... or hire an specialist from the city to go there... quite costly... I am just happy if they do a
nice cleaning job... nevertheless... I will take your comment under advice, and try to bring them some more knowledge into how to properly fold the
towels and placement of the amenities... it could enhance the looks of the room.
THE ROOM LOOK FINE - DO YOU UNDERSTAND THAT THERE ARE CHEMICALS IN THE SHOE-SHINE RAG THAT SHOULD NOT GO ON YOUR FACE ? NONE OF THESE LADIES SEEMED
STUPID - THEY HAVE JUST NEVER BEEN TRAINED PROPERLY.
Water... we do have a 80,000 lts storage capacity, which, with the Gas Station and the Motel fully operational, lasts us around three days... and we
do monitor them daily... however, again, we are in a small rural town, let us not forget this... there are no water utilities here... we rely, as
everyone in town does, from a local well, run by the community... they do not have the huge resources of the government, so, whenever something goes
wrong with that water pumping/distribution system... that is it... there is nothing to be done but wait for the people to get organized and fix it...
which could take one day or a few weeks.
AFTER THE TANK HAS RUN DRY FOR A FEW HOURS, WATER TRUCKS START FILLING IT. IF SOMEONE MONITORED THE WATER LEVEL, THIS COULD HAPPEN BEFORE THE TANK IS
EMPTY; NOT AFTER.
Even so, when this has happened, we always try to hire a local water truck (if they are available), who usually sell 3,000 lts for 50 Dlls... just
make the math and you will know how much it will cost us to have a 20,000+ lts daily supply... when we need these services, we only buy enough for the
motel... and only for the night.
A/C in the rooms... also, I agree... we have had this problem for quite a while now... again, our location makes it quite difficult to try and bring
top of the class services for our guests... either the help is not available or is quite expensive. I also have received several comments from fellow
nomads about this.
AND NO DISCOUNT FOR THE LACK OF SERVICES THAT ARE CLAIMED ? AC/HEAT/INTERNET .... SOUNDS LIKE A SHAM TO ME !
On this issue... it just so happens, that yesterday (Sept. 10), I closed a deal with a company from Ensenada, and they promised me to be in El Rosario
next Wednesday (Sept. 16th) to finally fixed all my A/C's units.
GOOD LUCK WITH THAT - I DO NOT THINK THERE IS SUFFICIENT WIRING IN THE ROOMS TO RUN THEM. THEY ARE FED WITH LAMP CORDS !
As you all can see... we are not blind to your comments... on the contrary, we... I, take them very seriously, for me, they are a very important
feedback, that allows me to correct the way... it may take me a while... but I try to fix all the problems that, throughout your observations, I
become aware of.
I hope I have not offended anyone with my remarks... however, I believe that we all must understand that El Rosario is not San Diego or any other
major city from the first world... I really wish I could offer all you top of the class, first grade Vegas Style Resort services... but we are not in
Vegas... we are in El Rosario... we have to work with what we have at hand... the only thing we can promise, is to do our best effort to try and have
the nicest place, out of what our location has to offer.
NO ONE HAS SAID THEY ARE LOOKING FOR VEGAS STYLE SERVICES - ONLY FOR YOU TO PROVIDE WHAT YOU CLAIM AND WITH A LITTLE COURTESY.
YOU HAVE MADE GREAT CLAIMS AND BLAME YOUR STAFF OR BAJA FOR YOUR TROUBLES.
WHY NOT GO SPEND SOME TIME THERE AND GET THINGS FIXED - NO MORE EXCUSES.
Antonio Munoz
BajaCactus
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