Hotelito Azul - A Michelin Key Winner

Griselda was amazing, she even left us an adorable pig made out of towels. Fabian was always around and made sure we had what we needed, and Samatha made check-in easy and answered our questions quickly. The whole team did a great job. Our oceanfront villa had great views, and we really liked the food too. We’ll definitely come back!

The restaurant and beach bar staff were genuinely friendly, and the rooms were pleasant. But the management, maintenance, and safety problems made the stay unacceptable. There were signs of neglect all over: old infrastructure, peeling surfaces, rotting wood, and especially worrying conditions on the rooftop terrace. Broken furniture and rusty metal were lying around, the pool handrail was loose, and the area was poorly lit at night. After swimming, I nearly hit my head on the slippery stairs in the dark, where there weren’t proper handrails. That’s a serious safety hazard. Problems began as soon as I arrived, with a dead battery in the key. Room service didn’t show up until around 6-7 PM each day, until I complained. The terrace door didn’t work properly, and there was no proper hot water, just lukewarm water after several minutes. They called this “eco-friendly,” but to me it felt like an excuse for bad maintenance. Nearly all communication happened over WhatsApp. I got messages from several different contacts, including repeated checkout reminders, but the manager, Samantha, never spoke to me directly about the issues. When I raised them, I felt dismissed. At one point I was told the pool was “closed,” even though other guests were using the rooftop at the same time. I’d received a WhatsApp message on arrival saying it was available, so the explanation seemed to have been made up afterward. They offered a drink voucher as compensation, but it covered only alcoholic drinks. That assumes guests drink alcohol. If it was meant as an apology, non-alcoholic options should have been included. I’m also concerned by how the hotel responds to negative reviews with photos. It claims some pictured areas are closed or inaccessible, including the rooftop pool area. But these are open parts of the hotel, with no barriers or restricted signs and no reservation required. That doesn’t match what guests see on site, and it makes me question how seriously feedback is treated. The service staff were kind and tried their best, but poor organization, dismissive communication, neglected upkeep, and possible safety risks make it hard to recommend this hotel in its current state.

The room itself was quite nice, and we paid a premium for it. Fabian was genuinely helpful. But the management was worse than what I’d expect at a fleabag motel. The malfunctioning QR code entry kept leaving us and other guests stuck outside, unable to get in or reach the parking lot. It happened repeatedly, including late at night. A night or two later we saw a pregnant guest stranded the same way. Nobody apologized, and even with several contact numbers, we often couldn’t find anyone to help. I couldn’t find an employee anywhere. I wanted hot water for tea on our balcony, so I borrowed a hot plate from the bar/restaurant while clearly in view of a camera. I’d searched everywhere for help, then took it to our room. Later the uptight Gen Z manager gave me a scathing lecture. It felt like she’d studied hospitality at mean girls junior high school. Late one morning a carafe of cold coffee appeared at our door. We told the manger we drink tea, but around 10AM the next day another cold coffee arrived. They didn’t offer a way to make tea. When we asked for hot water, lukewarm water was taken to the room next door. There were blunders every day. At checkout, they charged us for a T-bone steak and a Corona, even though we’re vegetarians and don’t drink. Tulum’s beach strip has endless places to stay. Since you’re paying top rates for fine accommodation there, I’d pick somewhere that takes pride in its hospitality and has competent management. Lo siento, Fabian, pero tu patrona es incompetente, antipática, y insultante.

Hotelito Azul felt peaceful and safe, with security around the clock and beach access whenever we wanted. It’s also in a handy spot, walkable to the center of the hotel zone while still feeling private. The view is one of a kind. We never felt lost or unattended, even though it was our first visit. The staff were friendly and ready to help, from carrying our luggage and finding a hair dryer and wine opener to arranging taxis and letting us park our scooter. We felt really looked after. The gate QR code didn’t always scan, which could use a fix, but it didn’t spoil the stay. I’d recommend this place to anyone visiting Tulum. Thanks for the great service, I’ll be back soon.