Gramercy Tulum - 77760 Tulum

We have been to Tulum before and have stayed at another nearby hotel. This time we chose to stay at the Gramercy because of the brand and the newness of the hotel. We showed up mid afternoon and it was hard to find the entrance. No one checked us in and we had to find our way. After checking in we were dropped off at a room that was not even close to what we booked (pictured in the listing on expedia). The room was much smaller, there were stains on the bed and the floor was extremely dirty. NOT TO MENTION THERE WAS NO LOCK ON OUR DOOR. We immediately left our bags in the room and went back to check in to see what could have happened. They said they were fully booked and couldn't do anything for us. We persisted... after the back and forth they brought us to a new room where we were greeted by other guests already in the room. We then decided to go back and ask for a full refund that we didn't feel comfortable stay at the hotel. After all we have been through they wouldn't honor a refund. We even offered to pay the damages. Answer was still no. We ended up next door at another hotel and thoroughly enjoyed our stay. No one should have to go through what we went through and the way we were treated on vacation! Everyone should steer clear of this place. We felt VERY unsafe in a place that is already considered unsafe. BEWARE

I can only dream + imagine what Tulum used to be like before the days of loud clubs and young female want-to-be Instagram influencers/models dominating the beach, but individuals like, Ricardo, Louise, Juan, in addition to everyone else who works at Gramercy Hotel made our stay spectacular and I’d imagine as close to the original Tulum experience as possible! The staff at Gramercy are attentive, thoughtful and truly care that you have an amazing experience! In addition to the the amazing staff that make Gramercy, the simplicity of enjoying sitting on the beach, relaxing, dipping in for a swim, falling asleep to ocean waves and enjoying a stunning view during breakfast, is everything we could have hopped for during our stay in Tulum. I’d also say one of the BEST bits about staying at the Gramercy hotel is how close you are to AMAZING restaurants without having to drive or deal with the craziness of the heart of Tulum’s club scene. Just within walking distance is WILD for an incredibly romantic experience, La Popular for a BEAUTIFUL beach experience and LOCO for literally the best food you will eat in your life! We had an EXCELLENT vacation thanks to the Gramercy and everyone who works there! Should you choose to spend time in Tulum, we hope you find the same magic in this quirky little corner of the world that we did!

We are a couple and stayed for three nights. This could be a really nice hotel. Here is why it’s not: Reception: One would expect a proper welcome and introduction. Here, you had to ask for everything, where the restaurant is and at which time breakfast is are only two examples. Additionally, the key didn’t work and the door had to be repaired first. Staff: You should reserve the whole morning for breakfast because the staff is so slow. The kitchen is really good but the waiters ruin it completely. Hanging at their phones instead of taking orders, keep forgetting things, you really had to ask for everything at least twice. Worst experience was probably hearing them in the guest bathroom probably assuming the guests wouldn’t speak Spanish and talking about them. That requires a particular level of ignorance. And why is everyone wearing private, partially even dirty clothes? You can’t even recognize them. Included breakfast: There is one menu for included breakfast with the cheaper options and a separate one you have to pay for. No one explains it for you unless you ask yourself. When you book a hotel for that much money with included breakfast, you would expect different. Most days, something was out, eggs (when the included breakfast is basically eggs only), orange juice, white wine in the evening. Additionally, you had to sign the breakfast receipt every morning and were almost pushed to select a tip as a share of the original price (15-20%). I do not book included breakfast if I have to pay 10€ tip for it every morning. If they really wanted to improve, they would’ve at least asked for feedback and how we’d liked it when we left which was - of course - not the case. If you expect no service at all and only want to spend time at a beautiful beach and eat and drink elsewhere, I can recommend it. Otherwise, it is simply annoying and you should not book.

If you're looking for a super-chill and relaxed beach experience where you can bring your four-legged child then book this place NOW! My husband, doggie and I had such an AMAZING one-week stay at Gramercy Tulum and recommend it without hesitation!! We booked a Garden View room and it was exactly as described and just a few steps from the beach! We're already planning our return trip and booking an Oceanfront room next so we can literally just roll out of bed and right onto the beach! Every morning a carafe of fresh coffee was delivered to our doorstep and our room was serviced and replenished with fresh water daily. I highly recommend taking your carafe out to the beach and watching the sunrise - truly spectacular! Staff is incredibly helpful and go out of their way to make sure you have what you need. They graciously accommodated storing and warming up our doggie's special food. They provided us with a WhatsApp number so getting in touch with them was quick and efficient with immediate turnaround time for all our requests. Our stay included daily breakfast and the offerings IMHO where more than enough - fresh fruit, yogurt, eggs, omelettes, and my favorite - the egg croissant sandwich! Dinner was very romantic as we ate overlooking the beach. The margaritas and mezcalitas were pretty standard, but the negroni was great! Most unique and delicious guacamole I've ever tasted - Yucatan style! Fries were some of the best I've ever had which is strange being on the beach in Mexico! A HUGE thank you to Sonia and Agusto for giving us a warm welcome and checking in with us throughout our stay. A SPECIAL thank you to Victor for his warmth and great customer service at the restaurant and on the beach! Sidenote: I get a lot of massages and this review wouldn't be complete if I didn't mention that I had one of the BEST massages ever with H. The massage was done atop of a deck overlooking the beach with plenty of space and privacy. Recommendation: It would be great to offer yoga classes on site. But not the end of the world because yoga is EVERYWHERE in Tulum - so just more of a convenience.

Loved rustic feel. Sonia and Pedro awesome and helpful. Massages we wonderful on the beach! Restaurant food was good but slow and manager whose name I did not get was very rude. We charged to room as we had done daybefire and left tip as we were late for appointment and lady runs us down at massage saying we had sign and was extra rude! The first night there sheets had stains and they were unable to get into linens to get us new ones so we had to sleep on our blanket from plane. Overall still had fun

I stayed at Gramercy Hotel in November 2021 for 6 nights with my girlfriend. The hotel is located towards the quite-end of the beach zone and is about a 15/20 min walk from the restaurants and bars in the area. Which isn’t a problem if it’s dry. If it rains you’ll have to catch a taxi because the main road is awful and taxis are very expensive (even for small journeys). We found the room pleasant and clean. Water as always replenished every day and in some mornings coffee was brought out to us (we left very early some mornings so can’t confirm if it was every day!) We found the reception staff very friendly and helpful. The only aspect we would like to provide feedback is the breakfast selection. The ‘free’ breakfast option is limited - there is another breakfast menu that includes stuff like avo & toast, etc. Although I speak a little bit of Spanish I didn’t understand that the 2nd half of the menu wasn’t included. Which could’ve easily been avoided if the lady had informed her colleague to explain to me properly what is / isn’t included. All breakfast options were great but they did run out of something almost every day (eggs, orange juice, etc.) Nevertheless, we enjoyed staying at the hotel and loved Tulum. If you like peace and subtle class, you’ll enjoy Gramercy.

We spent 4 days in the beautiful hotel gramercy the hotel is located directly on the beach and has a great location, however, the service of the hotel does not match the price range! The service is unfriendly slow and the offer on the website does not match! For the price we would have expected more, as is the breakfast is reduced to a few free dishes and the map is not up to date! Very sad for a hotel with so much potential, they should better train their staff to make you feel welcome and comfortable!

This is THE place to stay if you want staff that really pay attention to you throughout your stay! All of the staff are nice, accommodating, and just overall really friendly people! The resort is a little south away from the huddle and bustle of Tulum. This is more of a relaxation, low energy type of stay! Walk on the beach….enjoy the AMAZING chicken quesadillas, and just sit back and relax! I can’t stress enough how awesome the staff here are! Will MOST DEFINITELY be back!