This is a tough one as the property has so much potential. It’s gorgeous and the rooms are amazing however the service we experienced was poor.
We got put into our room, one bed had a blanket, the other didn’t, pillow cases stained on one bed. Turns out there was no hot water so we asked to be moved due to this and the noise of the bar. Diego was helpful and apologetic, so we moved rooms the next day as it was too late at night to change. The shower and noise was disappointing as we were so tired and about to travel 30 hours.
Moved to the new room which was gorgeous, definitely upgraded. So thank you for that however there was no soap, shampoo or conditioner. No hairdryer. So we requested this at about 6pm and I think the most inconvenient thing is we didn’t get these items until 1030pm at night and after many follow ups. It seemed like the room was half finished (newer part of the hotel) no where to hang towels, no door to close off to the outside area (only a screen door, so couldn’t completely lock the room up)
I think with the right staff in place this place could be excellent.
Please note: for anyone not going to Tulum to party, ask for a quiet room as this hotel sits right on top of a bar and it’s loud until 1am. The back rooms are nice and quiet.
