Oasis Yaaxlum Studios lock off

The rooms weren't properly clean when we arrived. There was hair in the shower and on the sheets, plus a mark on the comforter that looked like human vomit. They did bring fresh bedding when we asked, but we shouldn't have had to ask. The rooms also lacked basics: one bathroom had no hand soap, there was no conditioner, lotion, sunscreen, cooking pots or pans, and no filtered water. Construction is still underway across about half of Oasis Yaaxlum, six days a week. The hammering, nail guns, jackhammers and heavy equipment started around 7 a.m. and woke us up. On weekends, parties with loud music, shouting and singing carried on past 5 a.m. Security didn't seem to enforce the noise rules or stop guests from disturbing others. The pools looked unfiltered, with grime and debris on the bottom; some even seemed to have early algae growth. The “jacuzzi” wasn't really one: only one was lukewarm, the others were cold, and none had bubbles or water jets. The elevators are tiny, too small for a wheelchair, and getting to the pool involves stairs.

The main pool was great, and we felt safe. The concierge was lovely and supportive, though they mostly skirted around the problems. Our apartment didn't get much sun because of the trees inside the complex. That was nice for the birds and privacy, but it could feel chilly without sunshine. The hot tubs never got hot, and our private one was full of green slime. I think we just couldn't find the button to keep the water moving. It's a good location for getting to 7th street for food and activities. The trouble started with the construction. I was in Tulum over Christmas and needed to leave an Airbnb because noise there had made it hard to rest. I wanted somewhere I could work and take care of some personal things, so I visited Oasis Yaaxlum and met the management before booking. I saw the room and amenities and liked them, but was worried about the building work. On 12/23, they assured me both in person and in writing that it would stop after Christmas Eve and start again in the new year. I took their direct offer, even though it turned out to cost more than Airbnb, because I thought I'd found a place to rest and look after myself. Christmas Day was quiet. Then on 12/26, construction resumed just as before. When we complained, they said they'd ask the workers to be quiet. Humberto, the manager, came to our door and said he hadn't known they'd be back and had no control over their schedule, even though he'd earlier told us he was in charge of the property, including the construction timeline. We had to put up with it. In a busy town, we had nowhere else to go. They even joked in front of us when telling neighbors we'd complained, without acknowledging that we'd asked ahead and been promised there'd be no construction. The management said “they” had authorized a 5% refund on our 3.5K stay. It took months to get any credit, and I had to follow up regularly. In the end, they changed the promised amount, so I got less, and I had to pay a $15 bank fee to receive it. When I contacted the manager about the difference on principle (lol), he ghosted me. I really thought Oasis Yaaxlum and its management would be different, maybe even an oasis from the rest of Tulum, as the name and management's words suggested. They lied to my face and in writing about the property and how it was run, then told me they weren't in charge, couldn't control things or couldn't change them, and eventually stopped responding. Maybe I was naive, too trusting, a terrible negotiator or “stupid” to think they'd deliver what they'd promised. Or maybe misleading people and not following through is their business plan. It's hard for me to believe they didn't take advantage on purpose, that they didn't know exactly what they were doing. Thanks to Humberto for getting me back “something,” but this was a real bummer. It didn't need to happen this way. The experience they offered painted a pretty crappy picture of the “oasis” and how the place operates. Hey ho, thanks for the lesson in speaking up for myself. The apartments don't get much sun thanks to the internal trees, which is great for the birds and privacy, but chilly when the sun isn't out. Metaphorically poetic, I guess.

The units are modern and new, but staying here means living amid constant construction. The area is extremely dirty and feels in the middle of nowhere, with dust, garbage, bad roads and a never-ending building site. The beach is far away, and getting there means an expensive taxi. There's very little infrastructure.

The staff were lovely and quick to help. Requests for things like extra toilet paper or information were handled within minutes. The whole area stayed clean, and the pool and facilities were amazing. It was a peaceful place to stay or live, and it's pet-friendly too. Everyone made our puppy feel at home. We loved our stay and would recommend it to anyone looking for a relaxed, reasonably priced place in Tulum.