Wonderful place -- relaxing great place to go for the new year.. Thank you Tulum

We upgraded our room to ocean front with mini pool. The mini pool didn’t have jets (looked like they have jets but apparently it was not functioning at all). The room was clean and bed was comfortable. It needs minor maintenance, however. The cabinets were dusty, one of the cabinet doors didn’t have a knob, one of the taps was spraying water all over when you turn it on, so we can only use the other tap. The towels were worn out and had stains. The nespresso coffee cups were not complimentary (they charged $360 MXCN for 6), water was also not complimentary. Theu don’t even have milk available to use for coffee. We didn’t eat at the onsite restaurants, so I don’t know if the food is good. The beach area were the beach chairs where was always disorganized. Everything were all over the place. Nobody seemed to arrange them nicely. We didn’t go in the water, it didn’t look appealing. Beach was full of sargassum. The resort grounds is nice overall, surrounded with plants and trees. The staff are friendly and helpful.

Room was neglected with lots of broken things. Staff kind but ineffective

The hotel is very pretty and definitely great for pictures. The AC worked well, hot water was always available, and the front desk consistently answered when needed. However, there were some major downsides. Because the hotel is on the beach, ants did get onto the bed, which was uncomfortable. The shower and toilet area also had windows with no covers, which felt awkward and lacking privacy. The food at the restaurants we tried was not good and extremely overpriced. One experience was especially disappointing — at the restaurant near the beach with the pool and mirror, I ordered a Sex on the Beach drink and found a fly in my cup. Despite this, the drink was still added to my bill. Overall, the hotel looks nice but the issues with cleanliness, privacy, and food quality made the stay less enjoyable.

Alt var som forventet

C

La habitación con salida al mar

Bare in mind, this was our first trip to Mexico. The staff were friendly and very helpful. The front desk helped us to atrange airport transport and a tour. The room was clean and well cared for. It was wonderful having a small private "yard" and also being steps from the beach. Food on the premises was limited, expensive and the portions were extremely small. Bottled water was not provided.

Extremely overpriced and disappointing. I paid approximately $600 per night and the room, bathroom, and overall facilities did not come close to justifying the price. Despite the high rate, there was no breakfast, no complimentary bottled water, and one night there was no running water at all, which is unacceptable. Noise was a major issue. Loud music was clearly audible inside the room, and on 12/31, the music continued until 8:00 AM on 1/1, making it impossible to rest. There is no pool or gym. The beach and restaurant areas were small and plain, offering nothing that warrants such a high price. The refund policy was also confusing and concerning. I booked a four-night stay and selected an option that was refundable. The booking confirmation stated that cancellations before 6:00 PM on December 24, 2025 would not be charged. However, after booking, the reservation showed as non-refundable. It is unclear whether this issue originated with Hotels.com or the hotel (Maya Tulum), but this lack of transparency is unacceptable. Charging over $600 per night under these conditions is unreasonable and outrageous.

Estaba todo en modo ABANDONADO, estaban remodelando el hotel, no había atención, trabajadores cambiando ventanas haciendo ruidos estridentes en toda mi estancia. No hay seguridad en el acceso a la alberca desde la playa, y entran personas desconocidas, que vienen a hacer y ofrecer servicios inadecuados e inapropiados para familias, y al final se robaron las chanclas de mi hija. La habitación no tenía tele y había una cucaracha en mi cepillo de dientes. El personal INCREÍBLE, muy buena atención en recepción y restaurante.

We ran out of water since 8 PM till the second day 10 AM. We never had running hot water. We never had ice. The phone was not working. You can’t get hold of the reception people.

The service staff was not polite in the slightest. It is not shown as advertised in the photo. There was no running water for over 12 hours with no offer of drinking water. Another individual of our party had no running hot water for the entirety of our trip and this included two different rooms he stayed in. When asked regarding wifi or television (that is offered on different booking sites and their own individually owned website) was told they did renovations and will not be receiving them. They told someone else it hasn’t arrived yet. It just felt like one lie after another. For the price you are better of to go somewhere else. Expedia did the best they could a was accommodating considering the hotel would do nothing. Hope you don’t have to speak to management because they will never come nor will they answer to Expedia

Lovely

The view was amazing!!!!

the pool was amazing; the staff was super friendly but not too much knowledge or the surrounding areas to grab food or entertainment. the A/C was perfect and the king suite with amazing view.

The rooms are beautiful and just as pictured. The beach was perfect and very quiet.

Nos dieron un up grade gratis y fue increíble..: solo que la habitación parecía que llevaba tiempo con una manta sobre la cama y había una botella abierta en la habitación. El beach club estaba en remodelación

Un lugar con gran potencial. Desafortunadamente cuando fuimos la alberca estabauy sucia, y no dieron ganas de meterse. Y como había muchísimo sargaso pues estuvimos 3 días ahí y sin tocar agua. En fin, es bonito, elegante, tranquilo, seguro y el personal con muy buena atención.

No me gustó que estaba muy lejos la alberca de mi cuarto que el agua para bañarte y lavarte los dientes sabe a sal que cierran temprano el bar la comida y bebida son buenas

Hotel muy descuidado y sucio