2/10 Terrible
Danielle
Travelled with group
20 Mar 2025
Disliked: Staff & service, amenities, property conditions & facilities
This property did not meet my expectations. The staff was very rude and was not accommodating. They said that they would place me and my friends in the same building and then ended up making our rooms very far from one another. Upon arriving the first day I spoke to a staff member asking if they could do something special for a friends birthday and, he said I needed to speak to guest services but would need to speak to them when I arrived at the hotel and when I asked to get an email or contact for them because it might not be enough time, he hung up on me and proceeded to hang up on me three more times when I called back stating he had to deal with other customers. The hotels states Tulum, but it is in fact, 30 minutes away from Tulum so that was very deceiving. I should have a look at a map. The hotel also said they had a bar on the beach that closed at 2 AM however they closed at 1:40 the first night that we arrived, which was very disappointing. They also were supposed to give a free welcoming package but then told me that they ran out of bags and I never received it. They also informed me that I would get either a bottle of wine or free 25 minute massage however then proceeded to tell me, I needed to sign up for a membership to receive these perks, which I feel was very deceiving, and they did not provide what this package should have included
Danielle
Stayed 4 nights in Mar 2025