We spent over $1000 per night for this place, very dissapointed. We were in Casita "A" , located directly next to the facility kitchen. The kitchen banging starts promptly at 6am, dont plan to sleep late. Also the agressive local racoons will chase you off the casita patio at night. Music from the saturday night party went till 3am, bass was vey loud, did not sleep well. Service was substandard across the board, including from the front office staff. Here are a few specific examples: 1. Left the bar area after waiting an hour for a second round of food and drinks. Spoke to 3 different employees whil ewe were waiting. The 2nd round later showed up to our Casita as room service. 2. Ordered room service breakfast twice. Both days took at least an hour, and showed up cold both days, including cold coffee served in paper cups, without sugar. 3. Cleaning staff left the sliding glass door to our room wide open.... Lots of Cats and Racoons on the property. 4. We were not informed that if we did not reserve a dinner table, for the saturday night event, there were no other food or drink options on the property. After much drama with front office staff, we were given a room service menu with 3 options, after telling them about the racoons on patio, we were seated on the "Moon Deck" with several other facility guests that did not know they needed a reservation for dinner that night. Was a very unpleasant experience to say the least. There are so many other amazing options avalibe on the beaches in Tulum. This place was a massive dissapointmnet. Absolutly would never stay here again.…
Amazing villa, Martin was excellent. He was very attentive to all of our needs at any time of day was there preparing drinks for us and serving food. The service was amazing 🤩 thank you to Martin and all of the other papaya employees taking care of us.
The property is nice however our experience was terrible. Firstly the room was not cleaned properly until we told them so however still they dont compensate properly. Towels were old and rugged shocked for the price we have paid. The restaurant service was horrible on several occasion to an extent we walked put of the hotel to find food and drinks elsewhere. What baffles me is how they advertise the whole property and the service that they portray and excuses being made. Expensive for nothing
I booked a day bed through Open Table for the Beach Club here. Our reservation time was 11am. Upon arrival, the host said the Beach Club staff is not ready, so we had to sit at the bar for one hour and wait. When we finally got our day bed area set up, they told us the Beach Club was closing early to set up for a party, so instead of closing at 6pm, it was now closing at 3pm. So, now we have lost 4 hours of our reservation time here. We waited one more hour to order food and I finally had to ask for a staff member to come over and take our order. Once we finally ordered, the staff did come back a few times, until 3pm when we had to leave. The hotel was holding a massive art festival that day, which obviously isn't the best decision during COVID, so we left.
DO NOT BOOK THIS HOTEL! THEY WILL CON YOU OUT OF MONEY! I BOOKED THIS HOTEL UNDER A FREE CANCELLATION POLICY & AM STILL WAITING FOR A FULL REFUND, THE CUSTOMER SERVICE IS HORRENDOUS, SAVE YOUR MONEY AND BOOK A HONEST & RELIABLE HOTEL!!!! The hotel then claimed through booking.com to have already refunded me, which I have never received. Still waiting for a full refund 2 months after having to cancel due to travel restrictions in the U.K.. very disappointing considering the state of the world, I originally asked to change my dates to which they advised to book again and they would refund me the original booking, so I’ve now had to pay twice, due to above I’d rather not stay there at all! AVOID AT ALL COSTS!