木瓜海灘項目，圖蘭，設計飯店成員

Bad experience Had an incident on the check out day, and the hotel staff didnt even try to reach out to make a statement or explanation. Worst than that, they ignored all of our messages and contacts. Too bad, because that turned our stay a terrible Mess! Would never recomend or come back. It is not sorry all the money that we spent!.

Didn’t change the towels and clean the rooms, even when we asked. Food and drinks cost you an arm and a leg! Like 16 CAD for a bottle of water and 36 CAD for a shot of regular tequila. Our room that we booked was not available! They “did us a favour” and put 6 of us in a 3-room “villa” and charged us 200 USD extra! The “lobby” is an open air area and super hot and humid. In general I found Tulum as an unreasonably expensive and reap off place! Guys think it’s Ibiza or something. And you have to be very careful, they just charge for every single stupid thing. And many times double and triple if you don’t notice.

It took me a minute to write this review because I needed to get my thoughts together. I will say overall the property is nice. Our room was cute and similar to pics on the website. However, during our stay, we did have some issues. First of all the service at the restaurant on the property is awful. It takes forever just for someone to come up and take your order and then they disappear. Be prepared to wait hours at the restaurant waiting for your food, even if they aren’t busy at all. My fiancé and I got so tired of waiting we just left and ate somewhere else. Also, on our second morning at the property, we woke up to the smell of sewage in our hotel room. We immediately notified the front desk and ask if we could be switched to a different room because the smell was actually giving me a headache. We were told that they would be able to put us in a new room soon. We waited hours and never received an update on the status of the new room. We finally went to the front desk to see what was going on only to be told that we will still have to wait a while. At this point we were frustrated and missing out on our pre-booked excursions so we asked to speak to the manager. The manager was finally able to help us get into a new room. Aside from our conversation with the manager, it felt as though the rest of the staff could care less about our concerns. They seemed very dismissive. Like I said, the property is nice, but for the amount of money we paid I would expect better service.