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Reviewed April 20, 2018

I stayed here with my 18 year old daughter for a quick birthday trip. It was much more than we ever expected. The room was very large and beautifully appointed. We were surprised when we checked in to find our hotel had a private pool. The hotel staff was so helpful and help us choose and book an excursion for us. The restaurant was incredible. Our rate included breakfast and it was terrific. We ate dinner as well and were not disappointed. The beach was also beautiful and we enjoyed the great service while enjoying the beach chairs.

  • Stayed: April 2018, traveled with family
    • Location
    • Rooms
    • Service
1  Thank Lee K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tulum Resorts M... T, Manager at Ana y Jose Charming Hotel & Spa, responded to this reviewResponded April 30, 2018
Google Translation

Estimado Cliente, Muchas gracias por su comentario, esperamos poder servirle nuevamente muy pronto. Saludos cordiales,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 16, 2018

I was down in Tulum scouting possible wedding venues and From the moment we arrived at this hotel the experience was amazing. The staff was super attentive and acomodating, the room was fantastic and the ambiance very relaxing. Waking up to this tropical paradise was stunning and the rooms are doused in comfort! I will definitely be coming back to this hotel! Loved it! Charming indeed!!!

  • Stayed: April 2018, traveled as a couple
    • Location
    • Cleanliness
    • Service
Thank Brittany A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tulum Resorts M... T, Manager at Ana y Jose Charming Hotel & Spa, responded to this reviewResponded April 20, 2018

Dear Client,

Thank you for your review, we look forward to serving you soon.

Regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 9, 2018

Where do I begin with this. First, "charming"? If charming means having your head in the bowl for nearly 24 hours and the reverse for another four days, then yes, it is charming. The management has still not acknowledged any culpability for nearly killing us with salmonella. What did they do - you ask? treated us like ignorant guests and offered us an incredibly insulting massage! Of course we refused.

They did not believe my wife that social media would be used to warn every traveler we could about the dangers of eating there. I am sure now they wish they had handled things differently. As I promised them, I am continuing to use every modality of social media to warn others - as the other couple from Chicago has done.

Read the reviews and decide for yourself. I am confident that even those with doubt will not take the risk. Salmonella can kill you and is a very serious illness in many cases; sometimes requiring hospitalization. Imagine spending 5-7 days in this beautiful land in the bathroom.

Again, Ana Y Jose refuses to believe our assertion, and those of the Chicago family, that their food handling practices and/or tainted fish caused these illnesses. Sad.

Room Tip: Make sure you get a private bathroom
  • Stayed: March 2018, traveled as a couple
    • Service
3  Thank Kevin F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 26, 2018

My husband and I had dinner at Ana y Jose on 3/16. We had a wonderful evening and it seemed we were at the start of an amazing vacation. We had the Grouper with vegetables and the stuffed Poblano pepper. At about 4am my husband awoke with severe abdominal pain, fever and was violently vomiting. This continued for the next 6 hours. Shortly after, I also became sick with the same severe pains and diarrhea. As a result we had to cancel our excursions and all plans, we spent the week exhausted and trying recover.
Most alarming was how horribly it was handled when I walked down on Sunday afternoon. Keep in mind, before this I wasn't well enough to leave the room and I wasn't able to get them on the phone AND they did not respond to my husbands email. I was greeted by Ulises, the new restaurant manager who has just started there. I told him what happened, he apologized and asked how they could make this up to me and my husband. At first I said there was nothing they could do, we're both sick and exhausted from what we ate. He asked to make it up to us and I responded that the only way to rectify this would be to absorb the cost of extending our stay until we are well enough to have the vacation that we had planned on experiencing or invite us back for a complimentary stay but that we would not eat there again. At that point he got the resort manager Rene, who was completely dismissive and rude. He sat down, crossed his arms and asked me what my problem was. After explaining - he offered us lunch and spa services. I let him know that our bodies were too sore from vomiting to receive massage and that we would not eat there. He then told me I didn't know better and had drank the water. Absolutely not, we are experienced travelers. I told him that he has to look into his kitchen - they are not following proper protocols or his supplier gave him tainted vegetables or fish. He finally turned his back to me, threw his hands up and said I was impossible to help. I let him know what I found most concerning is that I he isn't even going to investigate and check his kitchen to ensure this doesn't happen to anyone else. I pointed out to him that I had been so sick that it was now 2 days after becoming ill that I was able to come here to tell him - think of the other people who just haven't been able to communicate that they had a problem. I was stunned at his total lack of concern and I wasn't going to bother speaking to someone who was turning his back to me.
This resort is beautiful, please be careful before you eat here. We are home now and still not completely well. Wed had to go to our doctor who prescribed us a round of antibiotics and still suffering from stomach issues 10 days later.
If you look at the list of reviews, there is also another documentation of another restaurant guest with Salmonella during this time frame.

Stayed: March 2018, traveled as a couple
6  Thank bridgettecard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 24, 2018

Myself and two friends stayed at Ana y Jose for 3 nights and really enjoyed our time in Tulum! Everyone at the hotel was so friendly and very accommodating. Major props to the men who raked up the seaweed on the beach every day. It made it for a wonderful experience! The hotel is in a great location, you can easily walk to the cute boutiques, juice bars and other amazing spots Tulum is known for.

Stayed: February 2018
Thank amandajowilliams06
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tulum Resorts M... T, Manager at Ana y Jose Charming Hotel & Spa, responded to this reviewResponded March 31, 2018

Dear Client,

Thank you for your review. We invite you to visit us again in the near future and we will provide a special experience for you, we also invite you to experience our new luxury suites in The New Ana. Your comments will help gusto keep improving our services. Please let us now in what ares we can improve to obtain a 5 star rating.

Regards,

Tulum Resorts

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