Kai Tulum

I don’t usually post reviews, but future guests should know how disappointing this hotel was. Cockroaches in the rooms are completely unacceptable, and the food was terrible, often inedible, with very few choices. The staff weren’t helpful, and management seemed indifferent when people complained. It was a complete waste of money and ruined what should have been an enjoyable stay. I can’t recommend this hotel under any circumstances.

Bugs and a scorpion made what should have been a relaxing couple’s vacation stressful every day and night. On our second day, a scorpion fell on me while I was half asleep in the bathroom. My husband messaged the front desk, but it was 9 am and staff apparently don’t start until 10. They patched an opening in the shower and bathroom, but I was still afraid to do anything without my husband there. On the last night, I asked him to check every crevice because I feared another scorpion. The cleaning ladies had left the shower and bathroom doors open, and the patching they’d done used pool noodles. Keep those doors closed, or you might as well sleep outside. Then at 3 am I woke up for water and saw a bug crawling in our bed. We couldn’t text the front staff because they don’t open until 10. We also had a leak: on another night, rain came through the roof and onto me while I was asleep. At the restaurant, no one spoke English, which was extremely frustrating. During the two of the four days I spent on the beach, not one server checked if I was okay or wanted to order, so we went elsewhere almost every day and were treated with respect. The park where the hotel is located is open from 8-5 every day, but they don’t disclose that you must pay per person on top of your hotel booking to re-enter during those hours. We learned that returning after 5 pm meant avoiding the fees by showing the guards our hotel reservation. We arrived at 9:30 am and nobody was at the desk; they don’t come in until 10. When we finally checked in, they said our room wouldn’t be ready until 4 pm. We’d taken a red eye and driven two hours from Cancun airport, so we were exhausted. American Express had recommended this hotel, and I have no idea why. We felt scammed, and the stay was nothing like the relaxing vacation we expected. Spend extra and stay closer to downtown. It’s worth it.

After one breakfast, we decided not to eat there again. It was completely inedible, and the coffee was basically water. We’ve been waiting more than two months for a refund for the breakfasts we didn’t use, even though we provided all the documents they asked for. Management hasn’t responded and seems unconcerned about guest complaints. We can’t recommend the hotel, and would tell future guests to be cautious.

We cancelled our booking because this wasn’t the kind of holiday we wanted. The hotel is in a protected area, and there are extra daily costs just to reach it. That wasn’t made clear during booking. You also can’t bring tobacco, alcohol, or PET bottles, so in practice you have to buy what the hotel offers. They check luggage at the park entrance. The hotel never responded to us, and we still had to pay cancellation fees. That’s not acceptable for such a high price. This is not what I’d call good service. Don’t go.