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Disappointing Stay – Construction, Noise, and Poor Service Our stay at Kannan Tulum from Thursday to Saturday in October 2026 was extremely disappointing. The hotel appeared to be an active construction site while we were staying there, which significantly affected our experience. There was constant construction noise from the floor above, making it difficult to relax. The rooftop bar was closed, the spa had no staff available, and when we asked the reception team about it, they simply said they didn’t know. To make matters worse, we had no hot water during our stay. The front desk service was equally disappointing. The reception was staffed by two young trainees who were frequently on their phones and were not helpful when we needed assistance. There was a clear lack of communication, professionalism, and basic guest support. Noise was another major issue. The beach club played loud music continuously from 8 AM to 8 PM, and the rooms are not properly soundproofed. This meant there was virtually no opportunity to relax in the room during the day. While some music might be expected at a beach club, having it blaring for 12 hours a day, combined with construction noise, made the experience exhausting rather than relaxing. The pool was also a letdown. It is part of the beach club and extremely shallow, making it unsuitable for actual swimming.

We have been coming to The Sens Cancun twice a year — every May and every fall — and every visit feels more and more like coming home. ❤️🌴 A very special THANK YOU to our wonderful Kayla and her entire team! Kayla always takes such amazing care of us, arranging everything, checking on us, surprising us, and making sure we feel happy and welcomed. She is truly part of our Cancun family! ❤️ We also want to thank the entire team — housekeeping, concierge, restaurant and buffet staff, and our wonderful beach team, especially everyone in the Belly Bed section. Everyone was so kind, polite, attentive, and always smiling. Your hard work and kindness make such a difference. We truly appreciate every one of you! Thank you for another beautiful vacation filled with wonderful memories, delicious food, great service, and so many smiles. ❤️ Kayla, after all the love and attention you gave us, we may have to stop going home and just move to Cancun! 😂🏝️ With love and gratitude, Tanya & Leonid ❤️

Had to upgrade $500 to see the ocean which was not beautiful. Food was inconsistent. Good some nights bad others. Restaurant service was excellent. Spa was great but costly. We are both handicapped and after upgrading we were put in a building with a huge pit covered with boards in front. So dangerous and we had to negotiate around it and could not be picked up at the door. Pool and room service were terrific. Overall, with all that, we had a great time.

We got an ocean view and it was seaweed season so yes there was an unpleasant smell from the balcony. However, it wasn’t enough to bother us. Plenty of pool and food options. Courteous staff. I liked the ability to visit all 3 resorts.

Lo recomiendo. Desde el personal de recibimiento hasta el de salida . Buenas instalaciones y sobre todo el cuarto limpio de arena .lo Mejor de xolbox.

Make sure when you go ask if the pool , cenote and swim up bar is open. They did not disclose it and we got there and had virtually nothing to do at the hotel that was listed besides massages. Also if you have included breakfast it’s like 3 items which kind of sucks for the price you pay .