Lagoon Boutique Hotel Tulum - Adults Only

Never ever go to this hotel!!!! We had there a really terrible situation- fully unacceptable. By the end of September we booked and fully paid (for which we have an official confirmation) a stay in this hotel for 2 people. Today we arrived in Tulum, and were informed via Google translate at the reception (yes- the totally ignorant staff member at the reception desk was not able to say 1 word in english- was only laughing in a really arrogant way to us) that they have no existing reservation for us in their system. They claimed that the reservation (reminder- fully paid 1,5 months ago) was cancelled by *********** (we contacted *********** and there was never any cancellation made by ***********) - the unprofessional staff just didnt take care of their internal booking system. We requested to confirm it officially per email/booking.com chat to ask for the refund and the staff still wasnt able to do it. After 1 hour of Google translate discussion an another unrespectful guy offered us the worst room- without hot water…. At the end we requested the refund at booking .com- but the staff in this hotel was so bad, that we already regret this hour spent in this place. The location is terrible- in the middle of nowhere, this is even not a street. The swimming pool is the smallest one we ve ever seen. Most terrible travel experience ever. No recommendation at all!

My girlfriend and I made several calls, texts and emails to the hotel after realizing we had left important items in the room. We received no communication whatsoever. Subsequently a friend who lives in Talum visited the hotel, and he was told there was no way they could inquire since there were occupants in the room. This was over 3 weeks ago. It’s a shame since otherwise the hotel is nice but not having the respect to contact us directly is unacceptable.

Le cadre de cet hôtel est magnifique. Joliment décoré, il y a une piscine en bas et également sur le toit. La personne qui s’occupe de l’hôtel est très gentil. Le lit était confortable. L’emplacement est top, situé à quelques minutes en voiture du centre de Tulum. Cependant, je mettrais quand même quelques points négatifs… La chambre sentait l’humidité. Mal isolé. Pas de tapis de bain. Les wc fonctionnait une fois sur deux. Et l’absence du sèche cheveux. Nous avons payé 566€ pour 3 nuits, je pense que le tarif reste quand même surévalué.