The staff was amazing and rooms were cleanLuis was amazing! We were a party of 8 and he took GOOD care of us. Provided us with the best local spots and places to stay clear from. Food and drinks were good as well. Iâd definitely stay here again.
Be aware that this hotel blasts music until 2am. Might be fun for some, but when the music is so loud you cant have a conversation inside your room, it wasnt great for us. we tried to politely ask for a cancellation 5 min after we checked in, but they denied us.
Excellent customer service, but there is a problem: very loud music until like 3:00 in the morning. There is a music club on the top floor.
Itâs very hard to sleep before this music club closes.
The hotel itself is pretty goodâthe room is clean and has basically everything you need. However, the music from the rooftop is VERY loud and goes on until midnight, making it impossible to sleep. The hotel does provide earplugs, but with that volume, theyâre basically useless. If youâre a light sleeper, I would not recommend this place. Also, I think the owner should consider including this information in the hotel description.
During my stay at Downtown Tulum Hotel (31/12/25â03/01/26), I experienced multiple serious issues. The booked Comfort Room had no hot water, towels provided were dirty, and no hairdryer was available. After repeated complaints, I was involuntarily downgraded to a Standard Room, where the water was only lukewarm.
Very loud rooftop music at night made it impossible to rest, and the staff showed little willingness to effectively resolve the problems. A security deposit was also requested at check-in without prior disclosure.
Due to the lack of essential services and overall discomfort for the entire stay, I have formally requested a full refund through Expedia.