The Sian Kaan at Grand Tulum All Inclusive Adults Only

Overall, giving this resort a 4.5 star as it deserves. Anyone who states this resort is awful is just plain ignorant. I’ve travelled the world, and this resort is beautiful. Can use some updated paint, yes, but that’s as far as my complaints go. The food is delicious - something for everybody. The people are friendly. The rooms are gorgeous & clean (slightly dated but still beautiful. They smell great, hot water) And the view, the beach is amazing. The best snorkeling off the beach I’ve ever seen. So many fish. Always calm blue water because the break of the reef. The restaurants are delicious. I have no complaints. Thank you for the beautiful stay!

We were so excited to visit Mexico for the first time! The trip from the Cancun Airport was well over 2 hrs as we stopped at 5 other hotels to drop people off! The staff at the restaurant were frustrated with us arriving late and the available food was poor. The lobby is swarming with 'time share' sellers. Their approach was not a welcome breakfast but a very very high pressure sales meeting! We left the meeting after 3 hrs and very unhappy with the program they were presenting! Our trip to Tulum ruins was well organized and well worth it. The food was delicious except for the first night. The bar tenders and waiters were so nice. The beach is endless and stunning although you need water shoes as there is lots of coral in the water. The grounds of the facility are beautiful! Would try a different hotel next time but The Sens certainly had some great components!

I recently stayed at this hotel with an upgraded all-inclusive plan, and unfortunately, my experience was far from the relaxing getaway I had hoped for. From the moment I checked in, things went awry. The check-in process was disorganized, and it quickly became apparent that the room I was assigned did not match the description provided during booking. I found myself in a frustrating situation, unable to open my luggage and left in limbo for nearly 24 hours while waiting to change rooms. To make matters worse, I was asked to sign liability waivers before even seeing the new room. During check-in, there was no orientation provided, leaving my family and I to navigate the hotel on our own. Despite paying for an upgraded plan that promised turn-down service, this was never fulfilled. When I requested new towels and water refills, the response time was excessively long—over two hours. When I called to follow up, I was told that I needed to remember the name of the person I had spoken to, which seems unreasonable when issues arise. The reception staff at the upgraded area were polite but lacked warmth and empathy, which made the entire experience feel unwelcoming. A little kindness goes a long way, especially in hospitality. I share this review not just to express my disappointment but in the hope that management can take these concerns seriously and make necessary improvements. Guests deserve a seamless and enjoyable experience, especially when paying for an upgraded plan.