Hotel Shibari Tulum - Restaurant & Cenote Club

Randy at Shibari’s restaurant, Atta, really stood out. He remembered our usual order and that we liked Tabasco with our meals, and he'd bring toast with breakfast without us asking. He was always warm and welcoming, and took such good care of my mother and me. All the staff at Shibari were accommodating, but Randy became a familiar face during our regular breakfasts. We missed him on the days he was off or working elsewhere on the premises. The property is stunning and close to restaurants, a pharmacy, and shops. We'll be back to Shibari Tulum. Thank you!

The rooms are spacious and comfortable, and the hotel itself is beautiful. But the way we were treated made us feel more like dollar signs than guests. Check-out was especially uncomfortable: they kept us waiting for about 30 minutes while they checked the room, and we started to feel like suspects. The hotel also wouldn't let us stay and use the pool or facilities after checkout, as we've been allowed to do at almost every other hotel we've stayed at. They gave us an exit pass, and suddenly we felt like outsiders, even though we'd just been guests. The whole experience felt focused on money, with little generosity or genuine hospitality. Once it seemed we were no longer valuable to the hotel, the attitude changed.

We paid extra for a room with a jacuzzi, but it was cold, dirty, and unusable. We told the staff and nothing was done. Breakfast was included, yet after we returned an untouched dish because of quality problems and asked for an omelet instead, they said we'd have to pay extra. That felt like charging us twice for breakfast. When we asked for a manager, Hector was dismissive and rude, initially refused to give his name, and told us to go to reception instead of fixing the problem. For $550 a night in Mexico, service and accountability should be standard. It's a nice property in a great location, but the service falls far short of its five-star marketing. There are much better options for the money.

We were torn between an oceanfront place and Shibari, and I'm so glad we chose Shibari. It's across the street from the ocean, but peaceful and away from the bustle, so it felt like the best of both worlds. Carolina was great with concierge, and Allen at the pool bar was an amazing server who took time to get to know us. Ivan helped us for a little while too and was nice. The hospitality was great, and this felt like paradise compared with a beach place that has a beach club.