Hotel Luna Maya - 77780 Tulum

This was by FAR the shadiest facility I have encountered throughout my extensive travel/hostel experience. We were assured that we could pay with credit card upon arrival. However when we arrived, the front desk staff informed us that they did not have a credit card machine on site and asked us to leave our credit card number as well as our CVV number- this is an extremely suspicious practice, no business should require a customer to write down a customer's CVV number. We arrived in the room and discovered that the room is nothing like what it appears in the pictures; it is literally 4 cement walls, with a dusty cement floor, and it smelled of toxic fumes. Front desk staff was the ABSOLUTE WORST I have ever seen. I spoke with two front desk staff during my stay, and neither was knowledgeable about hotel policy or able to provide honest, straightforward information. We discussed making changes to our reservation with the hotel staff (we were past the deadline to make changes on our booking website, so any changes were at the discretion of the hotel which was understandable). They repeatedly maintained that we had to contact the agency. It was not until we called the agency, put the front desk staff in touch with the representative, and the representative explained to the front desk staff that they were no longer in control of the booking that the front desk staff understood the policy. Moreover, when we asked to speak to the manager, the front desk staff replied (and I quote) "NO YOU CANNOT. WE DON'T HAVE A MANAGER". Please DO NOT stay at this place-there are far nicer, safer hostels in the area with much more competent, trustworthy staff.

Dropped in and got a good deal (5 nights for 2000 pesos). On the fourth day, the receptionist/manager came by and asked us fo check out on that day. She said we had to pay full price for checking in two hours early on the first day or pay for an extra night which was clearly not the deal. After arguing she gave up. Apparently she counts days instead of nights so beware of that or ask for a receipt. Specious rooms but very dirty in general. Would have been four stars had this scam incident not happened.

Great location, good price but definitely get what you pay for. I chuckled a bit when I entered the room because it looked a little dungy. But, the bed was comfortable and the shower had good water pressure. AC worked great too.

This place is a health hazard! Mouldy pillows, walls , shelves. Dirty concrete floors. Dirt everywhere! No hot water. If you like the smell of mouldy caravans, potting sheds or mushroom cultivation rooms then this is the place for you! My asthma kicked off so we left. This is the worst place I have ever stayed. A health hazard! The pics on booking.com are bogus. The reality is horrific! Avoid this place and booking.com as they scammed us and wouldn't give a refund. If I could give it minus 5 stars I would. Just awful.

DO NOT STAY HERE UNLESS YOU WANT ALL YOUR BELONGINGS TO GO MOULDY. The rooms are not ventilated at all. They've even for some reason boarded up the bathroom window. As you can see from my photos, my clothes and bag got mouldy. I complained about this and was told it was my fault for not leaving the door open. I said I could not stay here as I will get ill, and asked for a refund, they said no. The manager said that it's just because it's Tulum and that's what you should expect. Sorry but no, that's not how it works. I've stayed in plenty of high humidity places in Tulum and elsewhere, there are things that you do to mitigate the effects of high humidity and rain (such as maybe some vents or windows, fans) People in high humidity countries don't just walk around with mouldy clothes all the time. I wish I could top this review off with something good to say. But to be honest there are soo many better places to stay nearby. The staff aren't friendly at all. The location isn't good. The room is loud during the night because of the road, and loud during the day due to construction right next door (due to be finished 2026). Wifi is awful, it barely works. There's no breakfast as advertised. The only good thing I can think of about this place is the amount of decent street food carts outside.

You get what you pay for. Room smelled badly (like mold), opened window helped a bit. There is no hot water in the shower. Wi-Fi is weak and slow. When we arrived there were no clean towels. In fact, they just “washed” them before our arrival and left drying out on the sofa in the lobby ?‍♂️ Also, reception lady has the most iconic b1tch face I’ve ever seen (and behaves according to her face). The other guy likes to watch movies on his laptop during his night shift and if you are unhappy enough to get a room close to the reception — you’ll hear it (he turns down the volume of you ask him though). It’s super noisy on the room, there is 0 sounds proof. Don’t fall into “reasonable” price. Pay a little more and get a decent place instead.

Is it the ritz? No. Is it a good value? For sure. For what you pay, I can't really complain. Big room, decent bed, shower and towel and soap. There was an A/C unit that didn't seem to work, but honestly, the huge fan on the roof did a fine job of cooling us off. Travelling on a budget, I would stay here again :)

Disliked · The room is full of mold, that makes your clothes stink to prevent moldy clothes we washed all of our clothes after checkout. There insect on the walls and ceiling... you could not tell that they clean the room and we at the first night we needed to bring the bedsheets back because of nasty yellow stains. Also they are under construction, and start before 7am if you're unlucky. Your only value of money is the location and in my opinion its not worth it.