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Tulum Vacation Packages

Beautiful property with excellent staff. Great location. Walking distance to great local food and drinks.

G

I really liked this hotel and the comfort it provides is unmatched. Every one of the staff members is really attentive and nice. The only reason I’m giving it 4 starts instead of 5 is the food. Out of all the restaurants around this hotel, just one met my expectations.

Very disappointing experience. During check-in on October 11, I was promised a birthday surprise for October 12. I received a note to collect my gift, but during checkout, the employee took the note and returned without my gift. When I asked for the note back, he refused. Please don’t make promises you have no intention of honoring. The room was infested with mosquitoes and had a giant moth, requiring me to request fumigation. The refrigerator was not fully stocked, and housekeeping failed to consistently replace towels and replenish hygiene products. Customer service was equally disappointing. On one occasion, I waited 30 minutes in the lobby just for a bartender to ask what drink I wanted. The hotel also refused to let my inDrive driver (similar to Uber in Mexico) enter the property to pick me up, which was frustrating and inconvenient. Between the poor room conditions, inadequate housekeeping, and terrible customer service, I would not recommend this hotel or stay here again.