Villa Alma Rosa by RMH

We were sorry to leave this beautiful, spacious place after a vacation with our family of 12. Laurie, our concierge, looked after everything from start to finish. The staff shopped for us, cooked, and cleaned every day, so as a mother of seven I could finally relax. We even had mariachis and dance lessons, which were amazing. Every morning brought a beautiful sunrise, and a 15-minute walk along the beach took us to diving, excursions, and restaurants. Tulume was about 15 minutes away, and getting from the airport took around 45 minutes with no traffic. The staff were lovely, and I never had to lift a finger. Pictures don’t do the place justice. Best vacation ever, and I’m already figuring out when I can come back.

The staff were amazing, and the food was great. Eight adults fit comfortably, with either a twin or full bed in each room. It’s a well-maintained vacation home with plenty of staff.

The house itself was gorgeous, the location was beautiful, the food was delicious, and the house staff were lovely. But our dealings with Laura, the villa manager, were shocking. I came with eight girlfriends for a weekend, and I’ve never experienced communication so hostile and unprofessional in all my years of travel. At first Laura said we needed three hours’ notice to cancel a transfer. Later she said it required 24 hours because the service was “paid for” once booked. When we asked about another driver into Tulum after she quoted almost $100 extra to change the time, she left us to find our own option. Then she said she was canceling the next day’s transfer in advance because she “doesn’t want to deal with last minute changes,” even though we hadn’t asked her to cancel it. She also threatened to call the police, claiming we wouldn’t pay the grocery bill. She said a group the week before had used fake passports and credit cards, though I don’t know if that was true. She also made the threat conditional on us using her airport transfer, even after I explained that our Mexican friend had found us another way to travel. She kept texting to harass me after we’d left, so I had to block her. There’s more I could say, but I wouldn’t have room to type it all. The owners should consider what happened to us. We’ll never return while this person is employed. There was zero semblance of customer service.

Lovely spot with a small private beach. I didn’t get to see inside one of the cottages, so I can’t fully judge them.