Sivana Tulum

Our vacation started off ok as we checked in with the staff at reception. She was friendly and helpful. Once I to our room, we saw there was no refrigeration which I needed for medication. I asked if they had a fridge or a cooler and ice I could use. The young lady grabbed a cooler and ice from the freezer. No mention of purchasing the ice was made by her. We soon discovered the AC wasn’t operational between 6am and 8pm and you couldn’t flush soiled toilet paper down the toilet. Instead you had to use a woven basket for the trash with a plastic bag liner but a wicker top that offered no sealing from the odour escaping. Disgusting and unsanitary. Then our shower, the water pressure was lacking, when there was hot water it was scalding and came on quickly, with the cold water running already, not offering g any protection from being scalded. The hot water went away as quickly as it arrived. Complaints to the front desk were attempted but the young man spoke no English other than saying “cash” when asked for more ice for our cooler holding my medication. Attempts to resolve through AirBnB began, asking for a partial refund for our remaining 3 days. The hotel owner denied anything was wrong and claimed everything worked fine. Accused us of skipping on paying for three bags of ice that the first receptionist never said we had to pay for ice. Thank you to AirBnB who stepped up and made things right by taking a small loss and refunding us about 50% of the remaking 3 nights cost. Do not stay at this hotel, if you do, you will be disappointed in what you get for the cost. There are better and more modern locations to stay in Tulum for half the price.

I booked this hotel to stay with friends from Europe. We booked 3 rooms, 6 nights for a total of $6000. The location is right on the beach so we picked it. People had mentioned that there was a problem with the hot water but the hotel responded that it was due to construction & had been fixed. None of our rooms were next to each other despite having booked months in advance. One couple was unlucky enough to be placed in front on the noisy street. We checked in and none of the staff spoke English. They were not able to recommend any local restaurants or activities. The included breakfast was quite good but they counted the number of eggs you ate and admonished you if you ate more than your allotted amount, which by the way was never specified. The showers were horrible. They only had cold saltwater. No freshwater shower. It was extremely uncomfortable and unpleasant to never be able to get a decent shower. The towels were shredded rags. They looked disgusting but they did smell clean. The amenities say a safe is included but it was just a little wooden box on the wall that did not seem very secure. DO NOT STAY HERE. The beach is beautiful but the location doesn't save this place from lack of service and indifference from the staff.

I booked with this company through Airbnb and saw it had no refund but figured it was just for a weekend. A few days after booking it. I was informed of my pastors celebration of life. I asked for a refund and they stated they had a no refund policy. I looked up their Google reviews and they average 2 stars for not having people there to let you in at night. Not having showers that work in rooms and other issues with the water. I would not book with them

Horrible experience. Do not stay here. Began with the airport transportation that my friend arranged through the hotel never showing up to the airport. We waited for over an hour and then had to find new transportation which took another hour. Then, when we finally arrived to the hotel there was no one working at front desk, except for a security guard who let us into a room. He said he didn’t have a room key to give us, so we’d have to wait until the next day to get a room key…so only he had a key. Then when we went to turn on the sink we realized we had no running water….not in the sink or the shower! Tried to complain, but there was literally no one there to complain to. Zero Wi-Fi to look for another hotel. Ended up staying one night and packed up our stuff and moved to another hotel about $100 more expensive a night but seriously 100x nicer in every way, so worth it. I am still one month later trying to get reimbursed my $1200+ for the nights we didn’t stay, but they charged us. Please do not waste your money. Do you research. Do not stay here.

This is such a lovely place to stay! The rooms are a bit rustic but adds to the charm. The location is great and the private beach area is stunning. Carmela at the front desk is absolutely amazing! As a solo traveler, I felt safe the entire time. Would definitely come back!

El lugar tiene mucho potencial la habitaciones cómodas la limpieza muy buena de la habitación pero el servicio es terrible la que atiende en recepción es lo más grosera siempre está de cara fui con mi papá y mi hijo mi padre tiene 78 años pedimos si nos podían ayudar con la maleta cuando había ahí justo un hombre de mantenimiento y la señora muy grosera llamada Camilla dijo tajantemente ese servicio no lo tenemos ustedes sólo lo deben de hacer y como pudimos cargamos las tres maletas también nos restringió las toallas le dije que si me podía dar una toalla para el cabello porque sólo nos puso tres toallitas y dijo que me habitación triple no podía tener más que tres toallas porque no era una habitación doble Deluxe lo cual yo no sabía ahí si me moleste y le pedí una toalla más y de mucho favor me la dio una chiquitita, nunca revisan las áreas donde están los camastros no las limpian llegué a ver tazas de café en el mismo lugar por tres días se ve que hasta Camilla definitivamente no le interesa el lugar ni trabajar ahí también a los dueños porque no se ve que les preocupe si sus huéspedes están cómodos es un lugar con potencial pero se ve que no hay amor por los huéspedes tuve varias preguntas que hacerle a Camilla por WhatsApp y una vez muy grosera y tajante me dijo mi vida no es el hotel no te puedo contestar en este momento y deveras nunca me contestó sólo me aguanté porque yo iba a pasar un momento agradable pero con ella es terrible yo no lo recomiendo en absoluto por el trato que tiene el personal hacia el huésped es inconcebible que ni siquiera ofrezcan un desayuno americano sencillo que porque no quieren tener problemas con el huésped simplemente son flojos y se nota nunca cuidan las áreas de la playa jamás se van a dar una vuelta y nunca se sabe ni quiénes son los dueños y tienen tantas cosas descuidadas una pena.