Palms Tulum Luxury Hotel

Stayed here 5 nights and had a lovely time. Large, clean rooms with a kicthen and balcony. Friendly, helpful staff. A good breakfast buffet is included at Elements, 2 blocks away, from 8-11AM. There's a pool with a shallow and deep area. It's close to a grocery store and restaurants but not on the main tourist strip. The ruins are an easy bike ride away. We took quick cab rides to the beach and a couple of cenotes. They offer bikes but we rented from elsewhere as we wanted ones with kid's seats. Would stay here again if we go back!

I want to make it clear I did not end up staying here. I cannot comment on the rooms which appear to be lovely. However please be aware of the quite hefty damage deposit charged at time of booking so you don't end up getting a shock or upsetting the hotel as I did. It is not clear on the pricing information when selecting your room..you see taxes but not this. Only when you go through the final payment step before paying and only IF you scroll all the way to the bottom.of the page to the pricing information section does it show. Even in here it does not make it clear this will be taken immediately. We were charged 2 weeks before our arrival and would not be refunded for over a week after leaving. This left us without funds for the hotel we were in at the time! The damage deposit doesn't show in total charge as its refundable. Sadly I wasn't able to resolve this despite offering to pay the dsmage deposit on arrival. the accommodation cancelled my booking as they appeared to be upset with me and previous reviews that had "lied". However they did offer me a full refund.

Just want potential guests to know this is not a regular hotel. There is no reception. If you show up with your confirmation number & reservation, there is no reception. Located in the fine print of several emails is the instruction to first email the hotel a copy of your passport then wait for them to send you the room number and entry code to receive the key. The cleaning woman was very kind and got the owner of the property on the phone. He was very rude and would not assure me he even knew my reservation existed. Not helpful, we went elsewhere. We never stayed in the hotel. After several requests, he has not refunded the security deposit which was automatically charged.