TripAdvisor Traveler Rating

This is our 4th visit here and we had a good 2 week stay. Check in was fine, but the room was only made up for 2 rather than 3 with insufficient bedding and towels, so we had to wait after very long days travelling. The rooms are standard with a large bed and sofa bed. The bathrooms really need a revamp. The Tortuga restaurant was open for breakfast which was handy and saved the walk to the main buffet. Every day we were left with insufficient bath towels. We had no shower soap, shampoo and coffee on a number of occasions so I started leaving notes to request these from the cleaner as a call to room service never really worked out. The main pool area around Tulum is nice, with a main snack bar serving burgers, chicken wings, ice cream etc. it’s quite basic and the local bird population constantly dive bomb any food left out - I had a half eat chicken wing land on my shoulder!!! There were bits of food floating around the pool most days. There is a small self service drinks station here as well, but oh my goodness if can find a cup hang onto it. The waitress here is very possessive of the cups and doesn’t like to put many out, presumably as it means more cleaning for her. Most people hang onto their cup for the day - I placed one on the inside of my bag and the waitress actually went into my bag when I was in the pool to take it out! Maybe there should be a lot more cups in the first place!!! This self service area usually opened on time however it always shut much earlier than advertised. I noticed that the mobile bar here stopped after 2 days - not sure why. The delicious daily BBQ on the beach here has also stopped which is a great shame. The kids splash area is good and the lifeguards are attentive-shutting the pool twice for unwanted human leftovers if you get my drift. We used Coba pool a few times. This is much bigger with entertainment and a much bigger snack bar as well as a swim up bar ( this needs upgrading as there are broken tiles all over) - however the ice cream runs out in the snack bar about 3pm and doesn’t get replaced. We prefer the buffet in Coba as there is a greater choice and the food seems better prepared. However the food overall is very good. Our son has a peanut allergy and the chefs were always happy to advise on what to avoid, although cross contamination with the serving cutlery is a problem. My wife caught tonsillitis, I had a day out with the runs and our son ended up with a sore ear infection during our stay. Not sure you can blame the hotel for this but it’s the first time all 3 of us have been ill on the same holiday. All the staff work hard (other than the cup waitress) and are always happy to help. Overall it was a good holiday but I feel there are cutbacks here which has reduced the overall services and standards. I think we would consider other hotels first next time.

2 room suite villa 30 Grand Tulum (6night-7 day stay)> beautiful, clean and wonderful terrace view with all the wildlife views. King Bed comfortable. Hskg services done daily and perfectly. Hospitality stocking of beverage perfect. We left a note of our preferences, and they were very met. Shuttle transport was at first confusing, but the drivers worked hard to get you to your requested destination or would help you find the right shuttle. Door men were always willing to help with any request. Front desk from checking in to checkout was so smooth. Guest services was also great with exchanging currency for you. Lady in lobby attempting to sell timeshare very persistent but after a firm NO she finally left us alone after day 2. So going through lobby became pleasant. The grounds, bathrooms, pools and all the places to eat/drink were always beautifully kept clean, and the dolphin shows were such an added pleasure. The entertainment team works so hard and always engaging with guest. Even introverted guest had smiles and would even chime in. Show Origens was an awesome experience, worth the money. A suggestion for the resort is maybe more outdoor benches or seating along walkways for guest to rest as the walking of grounds is peaceful and tranquil but massive even for younger guest. We will be returning with our extended family soon as this was a 20 yr anniversary trip.

I generally do not write reviews but the service we received from the welcoming staff at MASHUA NIKKEI was appalling. We were greeted by Porfiria who informed us we were 25mins early and should wait outside. Which we did. It was extremely hot for the kids so we came back in after 5 minutes and waited in line. Whilst waiting, a couple in front of us were then told they had missed their reservation by 15mins and were told they could not eat! This is all going on while there is 12 tables available. I then asked Porfiria if we could sit at a table for the remaining 20mins and have some water but nothing else, we were told no and when i asked why as she had 12 free tables i was told to wait and she walked off and got her manager Juan. I had the same conversation with Juan who then told me he had 20 free tables not 12 but none were free for us to sit and if we wanted we could sit on the floor! 10 mins later we were given one of the 20 free tables and thankfully our night was saved by the amazing service of the waiter Yordy. To summarise the meal was great but make sure you are bang on time and do not have to deal with the rude staff including Juan and Porfiria

We just got home from the Bahía Príncipe grand Tulum. And overall a great stay! The water parks there was are soo fun and we even went to coba and used their water park also had breakfast and lunch there. Fun day For sure. But unfortunately my son had an accident at the kids club in tulum on day 3. He tripped, fell and cut his eyebrow. Once the club crew worker notice. They radioed it in and within minutes more crew came to help my family. First a lifeguard came to clean and patched his wound. Another manager came and told us next steps and had a trolley ready to take us to the resort doctor. Once there, they checked his vitals and directed us to the nearest hospital. They got a taxi and supported us the whole time. If the resort hadn’t stepped in to help with the situation it would have been so much stressful. We are grateful for their support. We also had a room with 2 bedrooms. Very spacious and modern. And cleaned regularly. Tacos were amazing and so where the ice coffees at the lobby bar.

Reservation did not inform about restaurant reservations. Also the concierge services desk didn’t wants to sell attraction booking without disclosing proper requirements of the attractions. Even though buffet was great but even after making reservations at “Thali” restaurant when we went at the time they said we didn’t have reservations