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Reviewed August 5, 2017 via mobile

No sewer system, this isn't anywhere on the website!!! You have to put used toilet paper in trash can and the toilet really doesn't flush. The management was not very helpful, they make you pre pay and there are no refunds. We checked out the bathroom as you can imagine smells horrible. We stayed 1 night in beach house 1. The air condition is only in the bedroom, the rest of the place is hot as hell!!!

Stayed: August 2017, traveled as a couple
1  Thank c00perleslie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos P, Director General at El Pez Colibri Boutique Hotel, responded to this reviewResponded August 17, 2017

You are correct in stating that Tulum Hotel Zone does not have a sewer system. Each Hotel is responsible for treating their own waste on site and to ensure that our delicate environment is not affected in the process. This is a responsibility that El Pez and Colibri Boutique Hotels takes extremely seriously. Tulum is a destination that owes its beauty, not only what Nature has provided it with but also due to the care and attention that many of us who work and live here give to it on a daily basis.

Our on site water treatment systems are some of the best in the business, however as they are sensitive bio systems in them selves, these systems work best without added extras such as too much paper. We ask that our guests help us to preserve this beautiful destination by co-operating with our request to refrain from depositing paper into the WCs. We understand that this is a challenging concept for some guests to understand or adapt to which is why we explain the reasons why this is required during your check in procedure. This is explained to all of our guests during check-in. Most of our guests are very happy to oblige and do not feel it impacts their stay in a negative way. Actually quite the opposite.

With regard to the trash cans provided, we do our best to empty them regularly and we are always available to increase the regularity of this pick up at any of our guest's request.

Regarding your air conditioning, we do provide air conditioning for our guests comfort in all of our rooms. You may not realize that there is no town grid power provided on the beach areas of Tulum where is located El Pez so we do generate all of our power requirements on site. For this reason we are careful to only use A/C units where they are absolutely necessary.
Our power supply is extremely limited.

We appreciate your feedback, we regret not to have had it while you were staying with us and we could have taken immediate action to improve the enjoyment of your stay. We are very committed and do our best to provide a wonderful experience to all our guests, and proudly achieve it on a regular daily basis as you may read on this same website.

Kind regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 31, 2017

I typically do not give reviews to anything unless something is absolutely fantastic or just plain terrible. This review is about this fantastic little hotel called El Pez. After searching and searching, my husband and I decided to book our so needed vacation from July 23rd thru July 28th at this hotel (based mainly on previous TripAdvisor reviews, etc.) There are so many choices in the area, so I can see why choosing a hotel in Tulum could be daunting. We selected the Beach House #3 (upstairs room).
These are the reasons why our stay at El Pez was our first but will not be our last:
• The customer service is warm, friendly and genuine! Gilbert, Diana, Yazmin and everyone else at the front desk were very helpful and accommodating to all our questions and needs. The same goes with everyone at the restaurant.
• The restaurant in the hotel is amazing! From the breakfast (which was included with our stay) to everything in between! We received two complementary cocktails at our arrival as well as a bottle of sparkling delicious wine in our room.
• Coffee is brought to the outside of the room every morning by 7am so you can have a little coffee at your balcony to start your day right.
• Taxis are available easily so it was very convenient to go to other restaurants at night.
• You can also rent a bike from this hotel.
• There is a small refrigerator in the room as well. Bottle water is available at all times.
• Did I mention how wonderful everyone is at El Pez?!
• We used Bob Transfers for your transportation from the Cancun Airport to the Hotel. The best $200 USD ever spent! After making the reservation thru El Pez, you will received a confirmation email with your pick up and drop off dates and time. (We were received with nice cool wash towels and coronas!) Super reliable and comfortable.
Keep in mind the following, as I noticed there are some people who just show up without proper due diligence to then complain about everything.
• It is HOT in Mexico in July. Period. So before you go, make sure you understand what your temperature threshold is before getting there. El Pez has great cross ventilation main area but there is no AC in the main lobby. The bedrooms have AC but the restaurant and main area do not. The breeze from the ocean is heavenly, but the weather can change and make things a little steamy.
• There is a LOT of seaweed within the majority of the beachfront; this is not only in El Pez but also in the majority of the hotels in the area. El Pez has a little pool to relax and chill, which worked fine for us after biking around.
• This is more of a general public announcement; bring cash with you! Sometimes around town and in some restaurants, the credit card infrastructure does not work well so cash is king.
• Download an app (or at least be aware) that will help you convert Mexican Pesos to USD and vice versa. There is an outside ATM right outside the hotel, but if you do not feel comfortable using it, there are couple of banks downtown Tulum.
• There are no continuous sidewalks from the hotel to downtown, etc. so at times; you have to share the roads while biking with cars. This is ok during the daytime but very dangerous at nighttime.

Room Tip: Beach House, Room 3 has a great view!
  • Stayed: July 2017, traveled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank NMaus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 30, 2017

The setting was just what we wanted - just steps from the beach, very tranquil, away from the crowds. We could sit out on our balcony and watch the ocean, or have dinner at the restaurant open to the ocean breezes and view. Staff were helpful with suggestions and advice for our plans each day - Marco and Juan Carlos, in particular, were always helpful and we enjoyed talking with them. We made trips to a number of ruin sites - Ek Balam was our favorite. We were glad to be away from the busier resort towns and enjoyed this quieter atmosphere for our week away. Highly recommended!

  • Stayed: July 2017, traveled as a couple
    • Location
    • Rooms
    • Service
Thank Lynette_Fitchburg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos P, General Manager at El Pez Colibri Boutique Hotel, responded to this reviewResponded August 14, 2017

Dear Lynette_Fitchburg,

Thanks for sharing your experience. We love to read that you really like our secluded location, the food and especially the dedication and passion that our staff put into acquiring our guests expectation.

Marco and Juan Carlos send their regards, along with the rest of the team.

Best personal regards,

Carlos Pablos Henríquez
General Manager
El Pez Hotel & Restaurant

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Reviewed July 30, 2017

We stayed at El Pez for five days for our son and daughter in laws wedding, it was a fantastic experience. The ocean front rooms created a Tulum adventure that we'll remember for years. Surpassing the excellent facility was the outstanding service of the entire staff. From our arrivial at the front desk, to the dinning room wait staff and management personnel, everyone was helpful, friendly and pleasant. .We are definitely planning to return someday.

Room Tip: Any room is great, they are ocean front with a great sunrise.
  • Stayed: June 2017, traveled with family
    • Sleep Quality
    • Rooms
    • Service
Thank georgerwhite
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos P, General Manager at El Pez Colibri Boutique Hotel, responded to this reviewResponded August 13, 2017

Dear georgerwhite,

thank you for your great review.

We are so happy and proud to have been able to make such a magical and special day an unforgettable experience.

We also hope for your return soon.

We would be delighted to welcome you back.

Best personal regards,

Carlos Pablos Henriquez
General Manager
El Pez Hotel & Restaurant

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 29, 2017

Stayed at El Pez with my 8 year old son and another couple. I travel often and was really floored by the service at El Pez. Every staff member we encountered actively looked for opportunities to assist us. Including just walking to breakfast and a waiter asking if he could carry my bag. There is a genuine spirit of joy in the staff here that makes it a special place to stay. The concierge staff took a lot of time to give great advice, the restaurant manager was a perfect host. Great thanks to Felix, Edwin, Gilbert and his crew, Jasmin and Diana. Beautiful part of the world and a perfect stay! Tulum has it all❤️

Room Tip: Ask for rims on the left. Room 8 was good
  • Stayed: July 2017, traveled with family
    • Sleep Quality
    • Cleanliness
    • Service
Thank Leanne K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos P, General Manager at El Pez Colibri Boutique Hotel, responded to this reviewResponded August 13, 2017

Dear Leanne K,

We mostly appreciate your recognition towards the quality of the human experience you had with us, we care and do our best to make all our guests happy, how wonderful it is for us when we learn that we were succesful at it.

From Felix to Diana, we all appreciate your kind and warm review.

Look forward to welcome you back some time soon.

Best regards,

Carlos Pablos Henríquez
General Manager
El Pez Hotel & Restaurant

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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