Tropicalito Tulum

The view was stunning, the location was great, and the customer service was excellent. Our room was simple and very basic, and because we visited during a rainy spell it felt quite damp. How well you sleep may depend on the other guests. We had quiet, peaceful nights on two of our four nights.

We ended up here at the last minute after Hurricane Beryl cancelled our Bacalar trip and we needed extra time in Tulum. It was much quieter and more relaxing than where we'd stayed before, across from Taboo nightclub. Luis was so kind and let us check in early. While we waited for the room, we got into the pool and enjoyed the gorgeous view. Our room was spotless, with wonderful AC, lovely-smelling towels and a calming view of palm trees. The shower uses salt water, but it felt healing to me. Cold filtered water in the kitchen was handy, too. We'd stayed at a few hotels on this trip, and this one felt magical and was hard to leave. Huge thanks to Luis for making us feel so welcome and looked after.

The biggest problem was the complete lack of hot water and the wait for anyone to address it. We reported the issue and were told to wait and try again, but after waiting there was still no hot water. The next morning the shower had no pressure either. It took 15 hours for someone to come to the room. We missed a tour because of all this and left a day early. Management told us, "We are in Tulum a city at the jungle, and somethings like hot water and pressure are difficult." That wasn't acceptable for a hotel costing $215 a night. They've refused to refund us so far. When we checked into the suite, it also wasn't as advertised online. The balcony tub was full of cold water and had no drain, and there was no hot water from its faucet either. You can do much better for the money in Tulum. This is not customer service. Do yourself a favor and DO NOT BOOK THIS PROPERTY!

The views were amazing, and Ivo was very responsive while we were there. Tropicalito is about 10-15 minutes from the hotel zone, which didn't bother us. Restaurant prices were better and there were still plenty of places to choose from. Great stay!