Atman Tulum Hotel

The villa is beautiful, but the stay had so many problems that it may be the only good thing I can say. We were there February 1-5, 2025. We never got a warm welcome from the receptionist during our four days. They seemed annoyed to help and didn't greet us at all. For context, the person was young, maybe in their early twenties, with short dark hair and glasses on some days. We had been looking forward to using the grill, but nobody told us it wasn't working. When we asked about the propane, we were told they'd discussed it and decided not to use it for the time being. They said they hadn't told us earlier because they were dealing with something. There had been time to give us a heads-up, especially since Google showed a December 2024 review mentioning a tank that blew up at another villa. The pools were also a letdown. At first we were told the villa pools worked on a schedule, but there was no timer that we could find. Later, when someone came to look at a toilet problem, the same host said a leak was why they weren't running and promised to send a plumber. We never heard back. The pools were dirty and looked unused, and the shared property pools were just as poorly maintained. One bedroom toilet was leaking. The host said she hadn't known about it and could arrange a repair, but we'd lose use of it for a while. Since we were leaving anyway, we asked for it to be fixed the next day. The sink and shower knobs were all corroded or rusty. There were lots of mosquitoes, probably because the villa is among trees and pools, and there was a pot of dirty water right outside one bedroom where they could breed. A bedroom door and its sliding door wouldn't close all the way. Wi-Fi was available but weak, and cell reception was very poor, if we got any signal at all. One night we returned to a completely dark property. A man sitting outside told us the electricity had already been out for a couple of hours. We messaged the hosts, and they replied in the morning, “Good morning, still without light?” That felt careless, especially given everything else going on. They didn't explain whether reception had told them, whether outages were normal, or when the power might return. It didn't come back that night. We packed up the next morning in the hot villa and left. When we mentioned that we didn't know which lights might have been on when the power failed, all we got was, “thank you, sorry for the inconvenience.” A refund would have been the least they could offer. We couldn't enjoy the outdoor amenities, and one night we had to sleep in a hot place while mosquitoes kept biting us. Calling the stay uncomfortable would be an understatement. They also asked us to take out the trash, but there was no clear place for it. Reception said to put it “on the side” and not where the condos leave theirs, which didn't help at all.