Reviews from guests who stayed at this hotel, shared by our hotel supplier. Score based on the latest 200 reviews.
Katarzyna
Poland · Group of friends · January 2026
“It wasn’t so greate”
+Room and views
−The sun terrace is neglected, the stairs are dangerous, and the wooden loungers are broken. The cushions are torn. The beach area is neglected.
Pauline
United States · Solo · January 2026
“A Total Nightmare”
+Nothing good to say about the property which was oversold on Booking.com as a comfortable hotel with amenities in a nice location. None of this was true. It was difficult to stay there for every reason imaginable and was a nightmare for us.
−Firstly, we were put in a different room from the ocean view room we booked. The “upgraded” swim up room had no ocean view. The hotel had been under construction before we arrived and was dirty with plaster and work equipment. The supposed swim-up pool to our room was filthy with floating debris and the filtration system to the pools wasn’t working. There was limited staff available and room service was only available to change towels etc when you demanded it. So rooms were left dirty and beds unmade. You had to ask for toilet paper. Photos of the property on Booking.com were misleading- there is no pier or jetty and the accessible beach was rocky and unfit for swimming. The kayaks and snorkels were either dirty or broken, there were no bicycles for use, as advertised. We eventually got to speak to a manager who said he would find us an alternative sister hotel, but with 2 days to go from a 12-day stay it wasn’t worth our time. There was no restaurant offering food- apparently they shut it down but still advertised it as part of the hotel offerings. So there was no breakfast, lunch or dinner or even a bar service to buy drinks. At over $300/night US, this place should never exist a
Roberto
United States · Couple · December 2025
“Staff really nice, but management really disappointing and unprofessional!”
+Never stayed in the property
−Even though the structure was closed for two months and was also closed at the time of the reservation they still accepted my reservation and they told me the day of arrival that the hotel was closed and they would switch me to a sister hotel close by. I think that’s really unprofessional, the hotel page should be closed, it’s up to me to decide if I want to stay in a different hotel or not. I told them I picked the hotel for many reasons and one of them was for the gym. They said I could still use the gym and they brought me there on the second day. Needless to say that the gym was a hole with no windows nor working A.C. I didn’t even see sargassum on the beach, that’s what they used as an excuse on why the hotel was closed. The Mereva hotel where we actually stayed at it’s a couple of doors down, nice but the faulty sewer smell in the bathrooms makes it hard to enjoy the room. The hotel pool was always dirty so we never even used it. The staff is super nice but everything else severely disappointing. Just as the food and high prices for everything you order downstairs. Good thing we rented a car and always ate out. The hotel is a way of town and to get there there’s a long dirt r
Ming-Chen
Group of friends · October 2025
+Beautiful hotel. Excellent service. Would have loved to stay longer.
Selene
Family · August 2025
+The property was dirty, rooms were not clean. When we arrive the power was out for almost 3 hrs. We had to step out.
+Very, very, disappointing, to say the least!...i payed $950. usd. For 2 basic rooms, for 3 nights. Rooms were very dated, and smelled bad. Asked if we can get upgraded since the place looked empy and was told they didn't have the availability. Lol. Wish i could've gotten a refund but they wouldn't. I was gonna post some pictures, but realized i didn't even bother taking any pics!! Pools were not even worth getting in. I say avoid!
+Like the view and all but no efforts to clean the beach
+I showed up in the property was closed for so-called “renovations for weeks“ and I was moved to a different hotel so I honestly can’t even give a review of the property cause I never even saw it. Except for one staff member on site I was barely communicated with at all about this situation. Don’t book with this hotel unless you wanna be scammed.
+Beautiful, calm and peaceful place tucked away from busy Tulum city. It is our second time to visit this area because it is so beautiful there. Facility was beautiful but some updates might be needed immediately like broken hardwares and kitchen tools such as knife, pots, pans. Bed and service were excellent. We got almost everything we need immediately. You can have whatsapp chat with front office for any questions. The restaurant in the Alea was closed so we had to go to Mereva which is just few min walk for breakfast but it was not a big problem at all. Like most of shores, there are way too much seaweeds piled up so playing in the beach was almost impossible but they have lovely pools and they maintained it well. People consistantly removed seaweeds but it is impossible to remove which I did not know.
+Outdated, Unfriendly Staff!!!