Turquoise Tulum Hotel

We stayed here for a week during our honeymoon trip. We paid to have one of the rooms with a balcony for the special occasion. Initially the room appeared nice, but quickly went downhill. The shower would not get warm and had an extremely strong sulfur smell. We needed to rinse off before dinner, so we did anyways. Our entire room and skin smelled bad from the water. We told the hotel staff and they spent over an hour trying to figure it out. They kept saying we could move to another room, but each room they tried to move us to was having the same exact issue. Eventually we had to go to a room downstairs to shower. It was frustrating, but we moved on and went to dinner. When we returned, the power was out on our entire floor. While waiting for them to figure it out, I pulled back the sheets and noticed some little bug looking things. They couldn’t figure out the power, so we had to sleep in the room we showered in. The room was extremely dark, the air conditioning didn’t work, and they had NO KEY. You cannot lock these doors without a key. So we had to sleep with our door open all night, in a hot room that was less than what we paid for, with an extremely uncomfortable bed. Oh. And the sheets had BLOOD stains on them. They gave us new sheets to change ourselves. The next morning the hotel manager, Karen, arrived. She said we would be compensated with free dinner, an excursion of our choice, a new room, AND a refund for our first night. We moved to the new room which was a slight upgrade from the first room. However, the water was still an issue. It would get scalding hot when you first turned it on and then after approximately 15 seconds it would get ice cold. The shower head was also messed up so it sprayed every which way and was hard to rinse your hair/body. We had mentioned we were going to the cenotes and didn’t want to waste the day waiting on maintenance. Apparently she took that as us picking that excursion and gave us tickets to a nearby Cenote. When I asked about the refund she pretended like she didn’t know what I was asking and then changed her story to either free Cenote tickets OR a refund. Okay then I want a refund. She ended up agreeing to both. The rest of our stay was better but still not great. The room above us left the shutters open day & night and it was really windy so they were continually slamming. We told management but they didn’t shut them (no one was in that room). The two pools were repeatedly being drained, only half full, and off. When the infinity pool is off, it fills with dirt and leaves, so it was gross to swim in. We asked them to turn it on, but the girl at the front desk didn’t know how. They also claim they have a parking lot but they absolutely do not. They have 2 small street spaces in front of their front door that you can park. The hotel is overall not very clean. Like they don’t wipe up the tables after people eat. They don’t clean up the pool area. There were several dirty towels and the cushions