Everything! Location, staff, amenities

It's not great value for money.

It's not super secure, near the road, facility is not luxury that you would expect for this price tag. Service was really polarized - some people and things were great, and some other were really poor (e.g. when I asked for shave-kit they suggested I should go to nearest shop and buy it - not smth you expect for 1000$ per night).

location, staff,

Fabulous location - direct access to the beach and within easy walking distance of choice of good restaurants; huge, well appointed room, attractive pool area; fab breakfast included in room rate.

Service in restaurants at times a little rushed for our taste; use of WhatsApp and QR codes (for hotel services and menus) meant you felt obliged to keep your mobile on … even though you were on holiday. Sometimes just didn’t feel quite as cosseted as we would have expected for the price we were paying.

Gorgeous room where it felt like they had thought of everything – great local coffee, incense burner, bath salts, beach bag and flip flops all supplied. The rooftop jacuzzi was really fun and you could watch the waves, birds and stars. The staff were all super welcoming and Fresco’s was the best breakfast we’ve had – all food was absolutely excellent. The hotel is in the best section of beach, close enough to walk to loads of great restaurants and bars, but far enough from the clubs that you can’t hear them. We borrowed bikes from the hotel one day and cycled to Tulum ruins which was very easy (and meant we saw several other hotels we considered that are not walkable to anything!!). We also loved visiting Tulum Jungle Gym which is just a couple of doors down along the beach. Morning yoga and the gym facilities were also great, and the pool is quiet and relaxing. We liked the Whatsapp concierge service as they were super responsive and it was easy to use. We travelled around a bit but this hotel was our favourite part of our holiday!

It would be great if the hotel had an ATM – the concierge did give us a heads up to bring cash but we stopped at 3 cashpoints in Tulum before arriving and they were all out of cash (we arrived on a Saturday and apparently this is common). There are ATMs near the hotel but they all charge a 10% handling fee and a $5 USD commission and only give you USD so you have to put up with whatever exchange rate the restaurant/ shop you go to offers to $MX. Other hotels we stayed in had their own $MX ATM so it was easier to avoid this. One thing we found disappointing is that the spa was super overpriced. We would usually use a spa on holiday so did the hydrotherapy circuit as it was complimentary, but don’t think any massage can be worth $250 USD per hour - it would be expensive at half the price! There are $45 massages in the spa of the hotel next door… We also were surprised to find that Ziggy’s was always empty for dinner and lacking atmosphere, which was a shame because the food and service was really good. It was also expensive, but no more so than other restaurants in the area. It would be nice if it was more of a focal point for the hotel.

impeccable. great location. Exceptional staff and amenities. beautiful room right on the beach. Fun, sandy floors in the bar and restaurant. Walkable to other restaurants and shops yet quiet.

Location was amazing. Staff was exceptional and hospitable. Room were clean and well appointed.

Hot tub water was not hot enough. Very minor

The design and location of the hotel were exceptional, the staff exceeded our expectations, they take pride in the property and have phenomenal service. The food is out of this world, fresh and delicious!