I normally understand when things go wrong and I’m quick to accept apologies, but this experience left me no choice — this is my first-ever negative review.
We stayed for 6 nights and had multiple issues. The oceanfront infinity pool — one of the main reasons we booked — was out of order the entire time. Every day, the manager said, “It will be ready tomorrow,” but it never was. Same excuse for five days.
To make things worse, the room next to ours was being renovated. Every morning at 9am, we were woken by loud drilling and hammering. It was impossible to rest.
After reporting our concerns and trying to move to another hotel, the manager apologized and offered free breakfast and a 10% refund, which I accepted. That was four weeks ago. Despite following up almost daily, I still haven’t received the refund — just the same vague reply: “The owner will do the refund soon.”
Worth to mentioned, the manager’s Golden Retriever (a sweet dog) was constantly walking through chairs, umbrellas, and breakfast tables. It didn’t bother us, but it might bother others.
Maybe by now the renovations are done and the pool is fixed. But with so many great options in Tulum, I’d absolutely avoid this hotel and book elsewhere.
