Vr Club Tulum Riviera

The hotel complex is very large but surprisingly quiet and beautiful due to the low number of rooms. It never felt crowded – not at the pools, not at the beach, not in the restaurants. The atmosphere is calm and relaxed, and the layout is well divided, which adds to the overall comfort. The pools are very nice and peaceful, with plenty of space to relax without too many people around. Service overall was very friendly and helpful. However, the general organization of the resort could be improved. Sometimes we had to wait between 7 to 15 minutes for service or transport inside the hotel, which was a bit inconvenient. Special thanks and compliments to Ada – she was incredibly kind, helpful, and made a real difference during our stay. Her warm attitude and professionalism truly stood out.

I had a deeply disappointing experience during my stay at the hotel. What was meant to be a special birthday celebration turned into an extremely frustrating situation. It all started when I tried to enter my room, but the key card wouldn’t work. I went to the front desk several times, but they couldn’t fix the issue. The maintenance team even replaced the batteries in the door lock, yet it still didn’t work. It took me nearly three hours to finally gain access to my room. The following morning, I was planning to leave early, and the hotel staff had promised to prepare a breakfast box since I wouldn’t be able to use the restaurant. However, when I requested the box the night before, as I was getting ready for bed, I was told the kitchen was already closed and that nothing could be done. They simply repeated that breakfast would only be available starting at 8 a.m. When I was checking out, I couldn’t find the key card for my car, and the hotel charged me an outrageous $20 fee for the loss. To make matters worse, the front desk attendant was incredibly rude and sarcastic, speaking only in rapid Spanish, making it very difficult to understand for someone who isn’t fluent in the language. Unfortunately, that was my experience with the hotel — a moment that should have been memorable for its celebration ended up being remembered for the staff’s negligence and lack of professionalism.

They can take a reservation, they just can’t keep a reservation. We booked a suite for our family of 4. When we got there, they put us in 2 single rooms next to each other and said we could have the suite the next day. That would’ve been OK except that the air conditioning in one of the rooms wasn’t working at all so we all had to stay in one room sleeping on one king size bed, which did not make for a good night sleep. The next day we moved to our suite, however the hot water didn’t work in the shower. We alerted them and they said they would fix it, but they never did. We had half board, The food was very mediocre and not worth the high price. The beach was nice, but we could not enjoy it because it was so windy every day and there was so much seaweed on the beach. We tried going to other beaches, but turns out you cannot go to other beaches in Tulum without paying $100 a day per person. I would give 1 star but the staff were so nice. Overall a pretty bad experience and wouldn’t stay here again