Era Hotel & Spa Tulum in Tulum

Arrived after a 10 hour flight from London at 10pm to find that the hotel wasn’t open, this was very scary as you can imagine. I tried contacting the hotel via phone, WhatsApp and Instagram, to no avail.

I’d give this hotel 0 stars if possible. Worst hotel experience I’ve ever had, which is quite remarkable considering I didn’t even step foot in the place.

Don’t (attempt to) stay here.

I was there and i took the big room was very cold i took quick shower the shower was broken and afeter i used the towels first time in my life i use like those towels old and used like for 10 years i left the hotel and they told me to pay 30 euro i payed no problem only Couldn’t stay there any more

Extremely disappointing stay – ruined my belongings due to mould!

We had a very unpleasant experience at this hotel and would not return. Our room was located on the ground floor directly opposite the pool, which meant there was absolutely no privacy. The curtains were far too narrow to cover the full window, so anyone walking by could see straight into our room. We ended up using a chair to hold the curtains together just to feel somewhat comfortable – completely unacceptable.

The room also had a strong, persistent smell of mould, which was truly awful. It wasn’t just a minor issue – the smell soaked into our things, and now, over a month after returning home, some of our clothes and bags still stink of mould. I can live without the clothes, but I had very expensive bags with me that are now completely ruined – I’ve tried everything, but the smell won't go away.

To make things worse, the wardrobe only had two hangers, so there was no proper way to unpack or hang up our clothes. For a hotel that claims to offer a comfortable stay, this felt incredibly basic and poorly thought out.

And as if that wasn’t enough, on one of the nights there was no water at all – no warning, no explanation, and no apology. Just completely unacceptable.

I rarely write negative reviews, but this stay was beyond disappointing. I wouldn’t recommend this place to anyone – especially if you value your belongings, comfort, or basic standards of hospitality.