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Hotel Cielo Maya Beach Tulum

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TanKah III, Mza 3 Lt. 36, Tulum 77760 Mexico
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Traveler (135)
Room & Suite (34)
Pool & Beach (27)
Certificate of Excellence

About

Location
Cleanliness
Service
Value
Certificate of Excellence
Hotel in Tulum with a unique design with a beachfront. Live a wonderful experience at the most relaxing place in the Riviera Maya. We offer you quiet and rest, and an amazing ocean view.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Free breakfast
Beach
Bicycle rental
Babysitting
Children Activities (Kid / Family Friendly)
Free internet
Wifi
Public wifi
Internet
Hot tub
Bar / lounge
Restaurant
Breakfast available
Complimentary welcome drink
Happy hour
Wine / champagne
Game room
Fishing
Water park offsite
Board games / puzzles
Airport transportation
Car hire
Meeting rooms
Foot massage
Hand massage
Neck massage
Laundry service
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Room features
Blackout curtains
Bathrobes
Air conditioning
Private beach
Housekeeping
Coffee / tea maker
Cable / satellite TV
Bath / shower
Private balcony
Room service
Seating area
Wardrobe / closet
Bottled water
Private bathrooms
Tile / marble floor
Wake-up service / alarm clock
Minibar
Flatscreen TV
Complimentary toiletries
Hair dryer
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Room types
Non-smoking rooms
Suites
Family rooms
Good to know
HOTEL CLASS
HOTEL STYLE
Great View
Boutique
Languages Spoken
English
102Reviews4Q+A12Room tips
Traveler rating
  • 75
  • 17
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Popular mentions
Stayed a few nights over the new year. Fabulous location on a beautiful peaceful beach. So quiet and tranquil. Fantastic massage on the jetty overlooking the ocean. Ideal for a romantic break. Reception were friendly and accommodating
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Response from Cielo M, Depto. Marketing at Hotel Cielo Maya Beach Tulum
Responded 1 week ago
Thank you very much for staying with us, we are glad to know that you have had an incredible time.
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This hotel stay was a disaster. The front desk person is incredibly rude and what transpired was shocking. First of all the hotel is advertised as being “in the heart of the entertainment district”. It is not. There are very few restaurants etc near by , Tulum Beach and all its lovely vibrancy is 20 minutes away. Secondly, upon arrival we had to wait 1.5 hours to check in. No apology. Next, the room key detached from the keychain provided to us. We were locked out if our room within the first 30 minutes of being there. The front desk person gave us a new key but seemed intent on blaming us for losing the key . We clearly did not lose anything as we still had the keychain with the room number on it. Fast forward to late in the evening , my husband and I returned from Tulum and decided to enjoy a nightcap in our terrace. We stepped out onto our private balcony to enjoy the moonlight and closed the sliding patio doors to keep the a/c in. To our surprise it locked us outside. This was at 1:00 am. My husband was dressed in only his underwear and I in a negligee. We ended up being locked outside until well after 4:00 am. As we called over the balcony for help the security guard informed us that there was no other key for our room. Meaning the only key was locked inside our hotel room! He first tried to approach by dragging a ladder that was held together by ropes and I was terrified that he was suggesting we climb down 40 feet in our underwear to the beach below! Thankfully the ladder could not reach our terrace. Next a very kind Mexican family woke up to the commotion and tried to help by having their daughter climb through an interior bathroom window where she nearly got stuck. It then took another hour for them to contact a locksmith who arrived shortly before 4:00 am. We were both covered in bug bites by this time. The whole ordeal finally wrapped up around 4:30 am. To top this all off we were there for only one night to celebrate my husbands birthday. Needless to say this was anything but romantic. As my husband is a retired fire captain you can imagine the scenarios running through his head. Had there been a fire or other serious emergency this would have been a disaster. I understand that sometimes these things happen , and I would not be writing this review had the hotel manager and front desk person shown the slightest concern or apologetic demeanor. What followed was just appalling. Essentially the front desk person blamed us for the whole experience because we “lost “ the room key when we first arrived. He then went on to say that he was going to have to personally pay for the locksmith because he shouldn’t have given us the last key. He was so rude I was literally speechless. After much I insistence on my part he reluctantly agreed to cover our room charges to compensate ( which was a massage for my husband , 2 drinks and 2 appetizers ) . What I wanted was a refund . He then informed me that the manager said “ for the price we paid in booking through Expedia we really didn’t deserve any compensation! 😳 I didn’t even know what to say? We were treated like WE had done something wrong??? I had booked myself a massage for that morning and as I was standing at the desk in shock the massage therapist came up and told me rather uncomfortably that I needed to pay for my massage up front due to the “problems”. I seriously couldn’t believe it. Expedia has been advocating for us and asked the hotel to refund our stay but they have refused. Today I see that they in fact charged another $207 to my credit card ON TOP of the $170 we paid for the room. These people are crooks! As a business owner I can’t imagine having staff that represent my business in this manor. DO NOT STAY HERE!
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Response from Cielo M, Depto. Marketing at Hotel Cielo Maya Beach Tulum
Responded Nov 12, 2019
Hello, we are sorry that your stay has not been a good experience, we appreciate your feedback to improve our service. On behalf of the entire team we apologize.
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Beautiful Boutique Hotel located by the Cenotes. Great Staff, Beautiful Views. Would highly recommend this Property to anyone thinking about staying here.. You will not regret it! The staff went over and beyond to make our trip memorable.
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Response from Cielo M, Depto. de Marketing at Hotel Cielo Maya Beach Tulum
Responded Oct 21, 2019
We are very pleased that you enjoyed your vacation at our Hotel, it will always be a pleasure to receive you, come back soon.
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We stayed here last year and decided to stay again. This is something we usually do not do as we like to try new places, but this hotel is so wonderful, we stayed again. Everything about this hotel is great. The staff, the location, the rooms (we had an ocean view room) which are spacious, comfortable, super clean. Everything about this hotel is just perfect. We're looking forward to our next stay.....
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Response from Cielo M, Depto. de Marketing at Hotel Cielo Maya Beach Tulum
Responded Sep 30, 2019
We are pleased to know that you loved staying in Cielo Maya, it will always be a pleasure to serve you, come back soon.
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Cielo Maya Beach Hotel is a great place to stay during your visit to Tulum. Rooms are big and cosy, service and personnel are highly professional and nice, while the fact that the hotel is located on the beach brings the whole experience to another level. Also, right behind the hotel is a cenote Manati, which is definitely worth visiting.
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Response from Cielo M, Depto. de Marketing at Hotel Cielo Maya Beach Tulum
Responded Sep 30, 2019
Thank you for staying at Cielo Maya and sharing your experience, we are pleased to know that you had a great time.
Read more
Previous
PRICE RANGE
$132 - $631 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaTulum
NUMBER OF ROOMS
18
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Frequently Asked Questions about Hotel Cielo Maya Beach Tulum
Which popular attractions are close to Hotel Cielo Maya Beach Tulum?
Nearby attractions include Tulum Archaeological Site (4.4 miles), Tulum Tower (4.5 miles), and Cenotes Sac Actun (3.0 miles).
What are some of the property amenities at Hotel Cielo Maya Beach Tulum?
Some of the more popular amenities offered include free wifi, free breakfast, and a pool.
Which room amenities are available at Hotel Cielo Maya Beach Tulum?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Hotel Cielo Maya Beach Tulum?
Guests can enjoy free breakfast, an on-site restaurant, and a lounge during their stay.
Is parking available at Hotel Cielo Maya Beach Tulum?
Yes, free parking is available to guests.
What are some restaurants close to Hotel Cielo Maya Beach Tulum?
Conveniently located restaurants include Oscar & Lalo, Salciccium Tulum, and Chamico's.
Are there opportunities to exercise at Hotel Cielo Maya Beach Tulum?
Yes, guests have access to a pool during their stay.
Does Hotel Cielo Maya Beach Tulum have an airport shuttle?
Yes, Hotel Cielo Maya Beach Tulum offers an airport shuttle for guests. We recommend calling ahead to confirm details.