Niwa Tulum Luxury Suites

Photos just don’t make justice to this place! Amazing rooms and amazing service

I was with my family in dec 2023 at Niwa appartements in Tulum. We were disappointed and did not like our stay. The staff was not helpful, bored and gave us a feeling that they did not like to work there. The place is child unfriendly and actually quite dangerous for kids to 6-7y old. With no protection for falling from second floor, and even next to the pool on second floor there is a drop down. One slip and your child is seriously injured or worse. The rooms look nice but the equipment was lacking and the bed was way too soft for us. It took ages for the water in shower to get warm. The locations is quite far away from everything. We understood that recently there has been a change in management, which might be the cause of our less good experience than in the older reviews. All in all we expected a lot more and do not recommend this place.

Don’t book this hotel, you have a risk of being cheated. I booked an apartment with them and I prepayed the first night. When we arrived to the place with two kids, they told me that they don’t have my reservation, it was cancelled (I didn’t cancel it and I didn’t get any emails from them that it was cancelled). When I sent them the confirmation and a screen shot of my communication with their manager, they said that the management of the hotel was changed and they can not accept my booking for the same price!! How it can be? They also sent me a number of their previous manager and they recommended me to contact him, ask refund and take care of my family myself to find a house in Tulum. This is their hotel and their internal fault, and the only ones who should have care about our stay is them. Instead, they tried to sell me the same room with a double price, and when I said that I m not going to pay more then it was in the confirmation, they said that they are fully booked. Although there were free rooms on different websites available for these dates.