2/10 糟糕
Karla
团体旅客
2026 年 2 月 14 日
不满意：住宿条件和设施，服务设施
I rarely leave negative reviews, but this was genuinely the worst hotel stay I’ve experienced despite extensive international travel.
The biggest issue was safety and connectivity. There was essentially no Wi-Fi and almost no cellular reception, making it extremely difficult — and honestly concerning — to contact anyone, get directions, or access help when needed. For a property marketed at a higher standard, this alone is unacceptable.
The room itself was far from a four-star experience: musty odor, poor lighting, weak air conditioning, geckos inside the room, and an awkward bathroom layout where my legs hit the shower wall while sitting on the toilet. While housekeeping did keep the room clean, the overall comfort level was extremely low.
Sleep was impossible. There was constant loud music thumping all night and into the morning, plus a recurring buzzing noise every few minutes that sounded like a dryer alarm going off. None of us in our group slept properly during the entire stay.
After raising these issues, the property manager acknowledged the problems and offered a partial refund. However, after multiple attempts to follow up, he stopped responding, blamed the reservations department, and would not connect me with them or a supervisor. Ultimately no resolution was provided by the hotel. Expedia tried to resolve with no luck.
Bottom line, there are countless better places to stay in Tulum. If you are expecting a comfortable four-star experience, look anywhere else.
Karla
2026 年 1 月入住 5 晚