4/10 Poor
LaTodd, Prosper
Traveled with partner
Mar 10, 2025
Liked: Staff & service
Disappointing Stay – Not Worth the Price, But Excellent Staff
We booked a four-night stay at Umi Hotel Tulum but ended up leaving after just one night due to the lack of basic room amenities. For the price, the room was simply unacceptable—no TV, no chairs, and no place to hang clothes. The Garden Suite felt like a prison camp, surrounded by concrete walls, water stains, and a view of another wall with a dying palm tree. The room also had a stale smell, which made the experience even worse.
The one saving grace was the staff—they were outstanding. Although they couldn’t change our room, they handled the situation with professionalism and even provided us with a credit for a future stay if we decide to revisit, which was a very classy gesture.
If you’re looking for a beachfront location, Umi is well-situated and close to many attractions. However, unless you book a Master Suite with a swim-out, the cost simply isn’t justified. On top of that, they require an additional $500 deposit, which wasn’t clearly communicated upfront.
Overall, while the hotel itself was disappointing and not as advertised, the staff went above and beyond to make things right.
LaTodd
Stayed 4 nights in Mar 2025
