Xperience Tulum Hotel

The pool, terraces and interior decor were nice, and the staff were friendly, though not very professional. But we had plenty of problems. The first room, no. 23, had such a bad sewage smell that we had to move the first night. They put another couple straight into it afterward, and the sewage system seems poorly built. The second room smelled too, just not as strongly. Housekeeping left our door unlocked, there weren’t enough towels for everyone to get fresh ones, and the kitchen lacked basic things for a self catering apartment, even a tea towel. The AC broke and caused a small flood, and the place already shows wear despite not being very old. It’s on the edge of town, so we drove everywhere. The town itself isn’t very interesting and is quite far from the beach.

I wouldn't recommend staying here. They charged $50 per room for cleaning, yet supplied neither fresh towels nor toilet paper, and the facility was dirty. Chlorine turned our white swimsuits yellow and ruined them. They also tried to charge us a $150 penalty over a broken bathroom door, and refused to issue an invoice for my company, which is illegal. Staff have been stealing money from rooms.

The rooms are roomy, with a beautiful modern, open design, and the hotel itself looks lovely. But there’s nowhere to get food or drinks, either on site or nearby, and no bar or pool loungers. The water from the shower and taps smells and tastes awful, so use bottled water to brush your teeth. They inspect the room before checkout and charge extra for stains on towels or sheets. Watch out if you scratch a mosquito bite or have dyed hair. I found that ridiculous. I picked the hotel after a friend showed me nice photos and should have checked Booking and other reviews first. We’ll visit Tulum again someday, but we won’t stay here.

The staff were lovely, and the new hotel has beautiful rooms with high ceilings and full-height windows opening onto an inner courtyard. Still, both rooms I used had a strong sewer odor. The build quality also falls short: some locks don't work properly, and things are wearing out sooner than you'd expect.