Hotel Panamera in Tulum

Don't stay here.. but is worth a day trip
I’m disappointed to write this review because the hotel itself is beautiful-the beachfront is idyllic and the food is fantastic. However, the service was poor, and I still haven’t received my full $1,600 deposit refund, 11 days after checkout. The hotel owes me $1,187.

Upon check-in, we paid a $1,600 deposit to charge anything to the room. On checkout, the hotel insisted on deducting the final bill from the deposit in USD, using an exchange rate of 19, whereas my bank’s rate was 20.67, meaning they took an extra $100. I asked to pay in Pesos, but their card machine "wasn’t working" and they took 6 days to send an online payment link. Despite paying immediately, they only refunded $413, still owing me $1,187. I’ve tried contacting them daily with little/no response.

Service was slow from the start, but improved the more we tipped. Tipping less than 20% meant being ignored, but a 20% tip improved the service—this felt like a tactic to pressure guests into tipping more. To add to that, they highlighted "Service is Not Included" in yellow on the bills, infuriating.

We were meant to receive a complimentary bottle of wine, white or rosé but were given red. When we reminded them, they said they didn’t have any at the complimentary value, but later found two bottles of white wine, which felt like an attempt to serve the cheapest option.

The hotel’s lack of transparency, poor service, and deposit issues are unacceptable. I’d recommend the beachfront and food for a day trip