The Waves Tulum

Stayed here last week for the second time. The first being when they were still constructing. First time visiting was a 5/5. Service was excellent, our room was clean and in good condition, you could order pool side food and drinks, and everything was in good working order. This time was a completely different experience. The room was unkempt, had many damaged items, stains all over the walls, unclean etc. One of the main reasons we picked this place again was because there was a hot tub and multiple pools where we could hang out and get some drinks. The hot tub doesn’t work and they made no mention of it ever working again. The pools are not completely full and are dirty, and no one works at the poolside bar. Also almost all of the pool beds are broken and can’t even be used. The cushions that would go on them look gross. There’s mention of a cenote on the website that we saw when we first stayed 3 years ago. It was clean and looked nice although I don’t think I would have gotten in it then either. We were exploring this time and it was hard to find because it’s now hidden behind overgrown trees/bushes and is absolutely foul looking. I can only assume they’re dumping waste in it. And I’m pretty sure the restaurant they advertise is nonexistent. As for the road getting there, I would have thought they would have it paved by now but it’s still super lumpy and not easy to get down.

DO NOT STAY HERE – ROACH-INFESTED, UNHELPFUL STAFF, AND CREDIT CARD FRAUD We had an absolutely terrible experience at The Waves Tulum by BNB Experience. Our group booked 4 rooms for a party of 15. The moment we entered, we were greeted by a massive roach infestation—they were crawling out from under the beds, filthy sofas, kitchen appliances, curtains, and in corners of the room. It was beyond disgusting and completely unacceptable. We immediately reported this to the front desk, but the staff was dismissive, unhelpful, and clearly indifferent to the situation. We were given no real assistance or alternative. Because of the unsanitary and unlivable conditions, we had no choice but to leave and rebook at another hotel—at our own expense. To make matters worse, shortly after our stay, unauthorized charges appeared on our credit cards. The fraudulent transactions were in Spanish and traced back to Mexico. We are confident this breach happened at this hotel, as it was the only point of contact in Mexico where our cards were used. It’s a serious violation of trust. Please, do your research before booking. Our experience is not unique—others have reported similar issues. For your safety, comfort, and peace of mind, avoid this place at all costs.

STOP & RUN FAR AWAY! SCAM and HASN'T PROCESSED MY REFUND! Read below: Stayed here for a single night on New Years Eve and purchased through a 3rd-party hotel site. The hotel is located in a very sketchy area in Tulum. There is a dirt road with huge craters that your driver has to slowly navigate to get to the entrance. Upon arriving you'll notice that lobby is worn down and the place is not as pristine as the photos from their page. The receptionist walking me to my room and upon entering, it was a booked room that was still occupied! We then went back to the lobby and he made a new key. Upon entering the new room, there was a huge stain on the wall near the headboard and I had a felling that I was not going to be comfortable with the cleanliness of the space after noticing a few other things. I usually use the safe box in hotels and that didn't work. After they replaced it, I left to visit the beach for a few hours. After I left the beach and was nearing the hotel, I passed a guy who was passed out in the dirt, and numerous other sketch people and roaming dogs which was very uncomfortable. I made it to my room and I tried to turn on the lights and they didn't work! I went back to the lobby and seen a few people looking upset. A lady told me that the hotel said the electricity AND water is OFF and would be 3-4 hours before they are back on! I immediately told them to cancel my room and I got another hotel on the safer side of Tulum where I initially was. They told me I had to contact the 3rd party provider to initiate the refund and they would honor it. It's been 5 days now and the 3rd party booking site and I have been unable to speak or get a response from the hotel so they can process the refund. I will continue to try and if that doesn't I will process a chargeback and take it up with my bank. Nothing about this place is quality and I would never recommend anyone to stay here.