Pepem Holistic Experience - Peaceful Retreat Near Tulum

May as well be a bait and switch. Bartender was fired (?) the day we arrived, so we were told their drink menu couldn't be honored for the duration of our stay. Management messaged to say they could only serve a limited menu, but even when my partner ordered a margarita we were told that nobody knew how to make one. We were the only couple at the resort for several days. The staff told us management wouldn't approve any new food to be purchased, so the restaurant menu wasn't to be honored either. Later the management told us some things are difficult to find in a small town like Tulum, but there are two huge grocery stores that we personally shopped at which were as stocked as any super walmart. This explanation came after we couldn't get milk for our coffee, and "there's no milk in a small town like Tulum" is a completely false line of reasoning. They have kitchenettes in the rooms but no cookware, nor plates/silverware. We were told they're "stored elsewhere" but it's pointless since you can't actually use the fridge. Their solar system cannot supply enough battery power to run it overnight. One of the staff literally told us not to plug it in because we'd run out of power for fans/lights during the night. The electricity will frequently cut off for 15+ minutes at a time. The rooms can't be secured (we stayed in two) because the door locks are broken, so plan to take everything with you if you leave. Hot water takes forever, runs out immediately, and has zero water pressure. One of the chairs in our room had an obvious fecal stain on it when we checked in - we told the staff about it but it wasn't changed until we messaged management the next day. After that, staff told us not to message management because they'd get in trouble. After one sleepless night where the staff stayed up drinking next to the pool and shouting until 3am, my partner was told her scheduled massage had been canceled because management had fired the masseuse. We were told "she would come back if you pay cash" according to the front desk guy, which felt like a weird scam. From the messages we were sent when we told the management about the myriad issues we had, it sounded like they were actually there for the shouting party. Seems weird when they also tell guests to respect a quiet atmosphere. Employees constantly complained about management, and the management basically told us "people don't come here to drink" when we told them we were upset their menus wouldn't be honored. I hated this place, and we checked out two days early to go to an airbnb 40 minutes away. Maybe at some point this place used to be nice - it sure photographs well and looks pretty in person - but the experience is garbage and I hated being there.

The staff were great, but our room wasn’t secure because the door didn’t lock, the hot water repeatedly failed, and stains were visible in the canopy above our bed. They could not fix these problems. We decided to leave two nights early and the absentee managers refused to allow the concierge to refund our payment for those final two nights. The poolside beds were too filthy to lounge on, too. Avoid Pepem until they get new management. You deserve better.

We found the overall atmosphere, particularly from the staff, to be very relaxed and uncluttered. The standard of accommodation, facilities and food is truly excellent. The kitchen staff are amazing. There are plenty of activities to do in this local area but really, there is also no need to leave the hotel. One point that we hope the management will address is the morning restaurant music is too loud and the petrol leaf blower around the restaurant are not calming. However Hotel Pepem and its staff served as a perfect stopover for a few nights whilst travelling back from Belize. As Belize is a regular destination for us, Hotel Pepem will be part of the adventure in future. Strongly recommendable!

The food and service at the restaurant was wonderful. Chef Adam is very talented, his food was so good we ate at Pepem several nights instead of going into town. Masterful flavors! And he and Roy the server were so friendly, charming, and funny, we felt so at home and enjoyed ourselves so much. Thank you! Allen at the front desk was also so kind and helpful. The service really exceeded our expectations and felt personal and meaningful, not like at some bigger or more luxurious hotels where you don’t get to know anyone. We really enjoyed our time at Pepem!

What a majestical place! As soon as we arrived we were received with open arms from the wonderful staff. The tranquility of Pepem was instant. The time we spent there was getting back to nature. I can’t say enough about how our time there rejuvenated us. The natural setting in the jungle was unique. The cabins have a warm feeling and the pools have character. Lovely place. We will be back for sure!

Pepem Hospital Experience Hotel in Tulum offers a unique wellness-focused stay with minimalist, serene rooms and a variety of on-site services like yoga and spa treatments. The hotel is quiet, yet close to Tulum’s attractions. While the hospital-themed design may feel unconventional to some, it provides a peaceful, health-oriented environment. Ideal for those seeking relaxation and mindfulness, though it may not suit those preferring more traditional luxury.