Kuukum Tulum Hotel in Tulum

First off, this place is extremely hard to find, no sign out in the front or anything. The most important part of this is the fact that my bed was NOT replaced in sheets. I found the hairs of many different people, meaning the sheets had been slept on numerous times before and not changed at all (photos are attached). The shower had mold all over the floor and the lock to the door just wouldn’t work and was a hassle. This place had clearly not been cleaned in a while, as the entire downstairs had a strange odor. This is NOT a suitable hotel and I would never recommend it.

The hotel was a real disappointment for me. Booking shows it’s a 5 star hotel, but it’s definitely not even 4. The overall design of this place is quite okay, with a very nice garden. But the rooms and the corridors leading to them are not comfortable. One need to go through very steep and narrow staircase to get to the bedroom. Shower was not working properly, there was a problem with warm water and the water stream was very weak. The view from the bedroom was entirely blocked. The hotel is placed far from the city center and far from the beach. There is also very weak telephone signal and the WiFi is slow, so forget about internet access.

I would not recommend this hotel. We booked 2 weeks here and spent 2 nights there and left, none of the doors locked to our room. It is literally on the side of the street so anyone could have walked in, none of the facilities were open and they kept saying they would be open later and they never did & then when we told our holiday rep this and made a complaint the hotel then said it was due to covid. The restaurant and bar shuts at 2pm which makes no sense at all. Our room was filthy you can tell the rooms were knocked up quickly there are so many faults. When we told the receptionist that we didn’t feel safe in the hotel and our doors don’t locked and that we were unsatisfied, they did not care at all and told us we should tell our holiday company. We stayed there 2 nights and left and they didn’t offer any refund what so ever and when our holiday company tried to get in contact they wouldn’t answer. I’ve never wrote a review but this hotel was a massive disappointment.

If I could rate this place below zero I would! The place is surrounded by construction, so if you are looking for some peace and quiet this is not it. The place is also run down, rooms do not look like anything in the pictures, you will get a broken mattress, no hot water and non-functioning Wi-Fi connection. You are also in the middle of nowhere, so be prepared to guide your taxi drivers how to get here, since they don’t even know how to get here. If you’re planning to rent a bike or any other means of transportation besides a car, make sure to have a flashlight, because there’s no street lights and it is pitch black dark at night. The floors are dirty, and the breakfast is overpriced for the quality of the food that they provide. They are also not willing to accommodate you for any inconvenience. Tulum is amazing but this hotel is a nightmare! In comparison to this place, Motel six is a five star hotel! Whoever rated this place five stars must’ve been homeless. I hope this review will help someone to avoid this horrific experience in the future.

Where do I start, most of the time there is not a receptionist but more like a security guard (lovely lady) and very friendly but unfortunately, she only can make notes and pass information on to someone else. A hotel tends to clean or service their rooms on a daily basis not on an asking basis which turns out what we need it to do and even so they would not clean properly leaving the toilet bowl filthy, etc. They didn’t even have toilet paper one day so we ended up buying our own. The towels don’t seen very clean either and some of the sheets filthy. We were there for a wedding and when asked about an iron and ironing board, they say they can only provide an Iron but not the board. I gave them 4 days heads up yet they did nothing about. These are basic stuff a hotel provides (again not a hotel). We have issues with the hot water, uncleaned room, rubbish bags, towel cloth for the kitchen, internet stopped working, etc. Given I speak Spanish and I was with a crew of Australians I made sure to convey the message for them in Spanish and yet after 8 hours of us gone for the day nothing was done or fixed so I have to make a big fuzz and they only asked for patience due to the influence of guests arriving. If you can’t cope with your demand then do better or hire capable staff to do so. Paying AUD 11K for 7 nights of accommodation for 5 people, I would expect superior service to what it was offered. There are better actual service apartments available in the same that provide actual service. Don’t waste your time or money here, go somewhere else.