Collection O Faisano Boutique Luxury Hotel, Tulum Beach

The hotel had a calm, pleasant feel, and the Wi-Fi was quick and dependable. It was also easy to get to nearby attractions and essential places. My room was comfortable, clean, and well kept, with everything I needed, and housekeeping kept it fresh. From arrival, the staff were welcoming, professional, and very helpful, so check-in went smoothly. I was very happy with my stay.

Nearly €300 a night for this experience is deeply frustrating. Collection O Faisano Boutique Luxury Hotel has nothing luxurious beyond the name, and I strongly don't recommend it. The private room pool was dirty and unusable, and breakfast had very few options and didn't start before 9:00 a.m., reportedly because they were chronically understaffed. The staff were rude and unprofessional and didn't seem to care about feedback. Facilities looked old and poorly maintained, giving the impression the property was neglected or abandoned. The value for money was unacceptable, especially for a hotel calling itself luxury. Nothing went right during my stay.

The staff made the stay stand out, with warm, attentive service and a real interest in how we were doing. Breakfast was fresh and delicious every morning, one of our favorite parts. Our room had its own mini pool, which made it feel special and relaxing. The place has a stylish but cozy feel, and it's a peaceful option in Tulum. We'd definitely recommend it.

We gave it two stars for the neighborhood, which was cute, though not close to downtown or the beach zone. The online photos didn't match our stay, and after we sent the hotel pictures and a list of problems, they did nothing to accommodate us. The room's hot tub was freezing and full of dead bugs, so we never used it. The room was falling apart: peeling wood panels, blackening shower corners, a slow drain that left water pooled on the floor, bird droppings on the windows, and badly stained couch upholstery. The front desk woman wasn't kind and didn't speak any English, making check-in and problem solving difficult. She was also the only person serving breakfast, so our food took a while. A QR code in the bedroom led nowhere, so we had to walk to the desk for anything. The gravel path from reception to the rooms meant carrying our roller bags, and nobody offered to help. The sliding door took a slam and had to be held shut to turn the key; it also had to be locked with the key from inside. This shouldn't be advertised as a luxury hotel. Don't be fooled.