Unfortunately, our 4-night stay at Playa Canek Beachfront Eco Hotel was very disappointing and far below expectations. We understand this is an eco-style property, but many of the issues were related to cleanliness, maintenance, and basic guest comfort — not the eco concept. When we checked in, the suite was extremely hot and muggy. The downstairs area felt dirty, the bedding appeared unclean, and the bathroom was in poor condition. One sink did not work, the other had very low water pressure, and the faucets looked dirty enough that we didn’t want to touch them. The AC in the downstairs bedroom was not functioning, so we had to rely on two fans. The worst experience was our last night, when the AC stopped working completely and the power went out from about 1 AM to 5 AM, making it impossible to sleep comfortably. We also dealt with excessive mosquitoes and were bitten repeatedly during the stay. For the price paid, we expected a much better level of cleanliness, upkeep, and comfort. The property has a beautiful location, but the room conditions and maintenance issues significantly impacted our vacation. Based on our experience, we do not feel the stay delivered the value promised and believe compensation or a partial refund would be appropriate.

Curtains were stained, sheets were stained, no hot water on the last floor…

When we arrived we were extremely disappointed to find that there is a Massive Construction Site right next door. Tons of noise and dust all day long. No peace and quiet. I talked to the manager and she just shrugged and said there was nothing they could do. I enquired about a refund and they said to speak to the owner. He was no help at all either. When we returned from dinner to the hotel there was No Electricity in the entire complex! There was no one even working the desk. There was not a single employee there to help. No A/C. No Wifi. Sand on the floor that was from the previous guest. The electricity returned at 5am when all the lights suddenly turned on waking us up. Then at 7am on a Saturday the construction noise started. Again, no manager on duty until 11am. We decided to check out but there was no manager so we just left the key at the desk. And the owner finally showed up. We complained about the conditions and he said we were lying about the electricity being off. WORST HOTEL EXPERIENCE IN TULUM after 6 years of going twice a year. Do Not Go Here!

Rooms were outdated balcony did have chais to sit it was a bench made out of wood couldn’t even sit outside not comfortable it rained inside the room beach was nice. Breakfast was the same everyday no menu

Yes

No one at reception at 5 pm. Breakfast the chef has no milk or cream or tea. He offer two dry toast with scrambled egg. Height of poor service

Room was not clean enough. Got 4 towels for a group of 6. Towels and sheets were stained. No blanket on one bed. No hot water in the shower Toilet needs 15 mins to flush each time. Nobody available onsite after 4pm. Place was not secured in the nights. Nobody at front desk to request.

Me gustó mucho, es muy bonita, simplemente tiene algunos detalle u observaciones. El estacionamiento esta muy limitado. Con base a eso, hay que estacionarse en fila para mover tu carro, hay que solicitar que muevan los demás (si te quedas encerrado). En horarios no laborales, ya no hay nadie que te atienda para hacer ese movimeinto o quien te entregue tus llaves del auto. El telefono que te contacta para darte la bienvenida, tardan muchisimo en contestar para que te apoyen, creo que en la noche o muy temprano, no hay nadie que te pueda ayudar. Se dice que es eco friendly pero en mi habitación, tanto regadera como lavabo, se tiraba el agua, considerandose eceo, deberían reparar esos temas. De ahi en fuera todo bien.

Poor service. The location is good. I will not go back

The location on the map isn’t where the property is. It’s 3.5km a 40 minute walk. The host asked for information about my stay before accepting my request. I let the host know I was booking for a family member to stay across from La Zebra where we were staying.When we arrived in Tulum and saw the property was so far away the host said to request a refund. The host denied the refund afterwards. We didn’t use the property and had to pay for other accommodations.

Muy agradables las instalaciones del hotel y su acceso a la playa muy conveniente, queda cerca de 2 GoMart para comprar lo que se requiera. El personal es muy amable. El ventilador de la habitación no servía de mucho ya que casi no giraba, y como el aire acondicionado solo funciona de 8pm a 7am, si afectaba en el día. El baño se tapaba con facilidad.

Un eco hotel pequeño y muy confortable

le falta mucho mantenimiento al hotel, estabamos en el 3er piso y las escaleras eran inseguras, habia muchisimos mosquitos, y habia una cucaracha grande en la habitacion

Directly on the beach. Walk from the sand right into your room. Although cute setup, the sand makes for messy floors. It rained the night we stayed so not the most ideal conditions. Rooms are spacious aong with bathroom. There is only 1-2 staff available at any given time. Being eco-friendly, the AC is only on from 8pm-7am nightly. The sargazo/seaweed was very bad during our stay and the town or hotels so not clean their part of the beach so we couldn't get any use of beachfront access. Beach bar area and seating was not open as the weather did not cooperate. The road along the hotel was relatively private. On the other hand the breakfast was included and good portion and individually made. Area food trucks and restaurants are nice but expensive.

Muy mal hotel

The place was great, but could use some renovations. The pool was very dirty. Overall the service was good though, Paulina at the bar was amazing, gave us some great recommendations and made great drinks.

The tranquility and the friendly staff made my stay memorable but the room we stayed in had several holes in the roof which made my kids scared

Bonito

Pleasant stay for me and my family.

This hotel is a scam. We prepaid for our two night stay in full, on Expedia with itinerary numbers and confirmation numbers to prove it. The manager refused to give us a room, claiming he was in some sort of feud with Expedia and wasn’t getting paid. He demanded we pay him directly, AGAIN for the same room. Over an hour on the phone with Expedia, and Expedia told us to just pay again for the room, and that they’d refund us later. Guess what, Expedia lied and refused to refund us after the trip. We had to contest the charges with our credit card company and weeks after our trip we’re still fighting it out between Expedia who lied, our credit card company, and the hotel which doesn’t respond to anyone by phone or email. AVOID AT ALL COSTS. It’s a SCAM