Even if the hotel is closed and the current sanitary situation does not allowed to travel, the hotel refused to reimburse me. So shameful ! You could at least take into account the worldwide situation and not only your own interest
We were there the first weekend of March this year for a Bachelorette weekend. The casitas are gorgeous (minimal but perfect for unwinding), the adjoining restaurant has great pizza, the beachside yoga was perfection, and the staff was great. I'd like to shoutout to Jorge specifically who found my phone on a table in the outdoor bar area.
My husband and I were planning to check in on 3/25-3/29 and had booked our room months ago. My husband is an ER doctor in Southern California and was advised not to travel due to covid-19. We e-mailed the hotel and they responded right away and gave us a statement of credit for a future stay and thanked my husband for his service. We were so relieved that hundreds of dollars did not have to go to waste. I just wanted to leave a positive review because we were grateful for their patience and understanding. We are very much looking forward to our future stay here.
Very difficult to contact! They never answer their phones & their email address is not set up to an actual account! You can try to reach them over WhatsApp but they barely respond. I’ve spent the last week trying to get ahold of them and no one is responding. It’s incredibly frustrating and difficult, not the type of service you would expect from a resort like this. Save yourself the hassle and do not book with them!
TLDR: gorgeous rooms, accommodating staff, but amenities close a little early My boyfriend and I stayed in the tower room which has a private bathroom and patio. It was absolutely gorgeous. The foliage was meticulously placed so that we could not be seen by any neighbors, but we could perfectly see the ocean. The room is definitely the nicest I’ve ever stayed in. The reception attendant showed us our room and helped us find things to do in the town, and overall was extremely helpful. All the staff here are very friendly and for the most part, speak fluent English as well as Spanish. This would’ve been a 5 star review had the hotel had a bar open later at night. Their restaurant and bar closes around 6pm, and being that Tulum is overall a quiet town, sometimes I just didn’t want to venture all the way into town just for a bite to eat/a drink. …