エレナトゥルム

The room was very clean, the staff was wonderful and very helpful. It’s so easy to

I want to formally complain about our stay at Erena Mindful Apartments and to request a refund due to multiple serious issues that significantly affected both our comfort and safety. Unfortunately, the accommodation did not meet reasonable expectations or the standards described at the time of booking. During our stay, we experienced the following problems: - Power outages in the apartment - Non-functioning water supply on multiple occasions - A blocked toilet - We were briefly trapped in the elevator for several minutes, which was a distressing and potentially unsafe experience - The reception did not provide us with the entrance code, nor did they inform us that the main gate would be locked in the evening, causing us to being locked out in the rain. When we tried to call the number stated by the gate they for some reason did not provide the code. We finally got in with another guest. - The balcony and/or balcony glass had not been cleaned, which clearly indicated poor housekeeping standards - General rudeness from the reception staff Taken together, these issues resulted in a stay that fell well below acceptable standards. In particular, the lack of water, electricity, and functional sanitation, as well as the elevator incident, represent serious deficiencies that materially impacted our stay and could be considered safety-related concerns. Please reach out to me regarding refund. We have always been happy with you services before but this hotel was not good. Thanks.

Note to owners to please clean room pool before guest arrive. All others great room.

I loved that everything was nearby and within walking distance to downtown Tulum. There were lots of nearby food options, including great restaurants. The property was beautiful, the staff was amazing, the rooms were nice, and the rooftop pool was perfect!

La habitación estuvo excelente al igual que el trato en recepción. Al principio tenía mis dudas porque leí algunas reseñas, pero todo me encantó. Definitivamente volvería a reservar ahí.

Vraiment aimé l’endroit, le personnel à l’écoute et disponible à tous moments par texto, prêt à nous aider . Endroit sécuritaire, avec quartier et rues avec

I think this property still need some work also should have a manager check the rooms before selling I found a towel from whoever was previously there under the bed. They didn’t have the cleaning services because no one came to clean the room within 10days and there was no broom so that I could sweep myself. There’s is many small things but overall they are making progress!

Room was on ground level. Sliding door wouldn’t lock, coffee maker didn’t work and bugs on the matteress cover. Had to move to another ground floor and patio door wouldn’t lock and there was incessant drilling. No coffee maker would work and kitchen sink reeked. Worst was the bed…a box spring with a 1 inch topper for a mattress. The person managing the units tried her best but the units were in poor shape/condition. Shame cuz it was in a quiet area. Finally decided to check out about days before my reservation ended.

Property needs a landscaper/gardener. Courtyard pool and plunge pools need help. Rooftop pool and party area fantastic. We lost power repeatedly, which is standard in Mexico. We also lost water one day. Don't know why. Our undermount sink fell out of the kitchen countertop flooding the apartment. We were moved to a smaller apartment. Great location!

Todo muy bien sólo las calles de alrededor están un poco mal

The property was great, rooftop pool, and 5min walk to resto and coffee shop. The staff was amazing and super responsive with great help any time we asked.

Beautiful stay at the Erena Apartments. The rooftop pool and staff were amazing. Shopping and restaurants a walk away!

We had a beautiful time and would not hesitate to stay there again. Alejandra and Veronica are amazing hostesses. Both are very knowledgeable, helpful and accommodating. Loved the pools and the super chilled back atmosphere.

I would have had a better stay but the electrical plug in the Kitchen was disfunctional making a loud popping noise the entire time i was there. The room was clean however my bedsheets were dirty or stained upon arival. When i notified staff they changed the sheets but not the comforter. I slept on pool towels. The comforter smelled like dog and had some pet hairs on the bed. I was eventually moved to another room on my last night but that room needed some painting especially in the bathroom. Around the property is very clean. The hotel seems to be newly built or renovated and some rooms are still being renovated and constructed. Erena has constant hot water, flushing toilets, And i never lost power. Location is excellent!! Remember Tulum doesn’t have street lights. Erena is a few blocks from restaurants, hookah bar, and shops. Only 8 minutes from downtown where the ADO bus station is located. 16 minutes from Beach Clubs. I absolutely loved the location. Erena does not have a restaurant or bar service. The closest food is an Italian restaurant that has pizza and other stuff. Staff was very nice. I would stay again but I would ask for a newer room within the hotel.

We enjoyed our stay. This isnt a hotel They're condo apartments. Everything was very clean. We only had a problem with our shower but, the maintenance crew were working on it. This is a perfect stay of you want to stay in downtown Tulum. A good amount of tourist but not so many where you're crowded. The staff, Veronica and Sara were excellent for help and advice of what to do, or eat.

Very happy with my stay. Sara, was very friendly.

Me gustó el espació, solo q sii mejoría la alberca de abajo

Loved everything except we needed more towels!

Gran lugar, pero tiene dos detalles muy importantes. 1 la puerta tiene un espacio muy grande entre el suelo y la parte baja de la puerta lo que hace que se meta mucha agua cuando llueve y bichos. 2 el aire acondicionado está muy pequeño para el cuarto

Called the property many of times trying to get the exact location I even emailed them. No response still to this day I haven’t heard back from them. It’s listed under hotels but that it’s not. It’s actually called Erena mindful apartments and not Erena Tulum. Check in was at 2pm the room wasn’t ready until 4:30pm. Finally go into the room after she’s done cleaning it. Stains on the pillow cases an sheets. Old food particles left in the sink , dead gnats in the lining of the freezer, mildew, mold, and nasty green grime on the shower head. Overall unacceptable. We gathered our things and left didn’t even stay there none of the days. I requested a refund and still haven’t heard anything