Hotel Panacea Tulum - 77780 Tulum

Told us at 1135am that our room is no longer available and that we needed to checkout 35 mins ago. It was a total surprise to us and we scraped our plan for the whole day to pack to get out in a rush. We were upset and needed time, then they called the cops on us because we were not out by 1pm yet. And oh, after we left they charged us $200 for a bike we rented, though we returned the key. They said they couldn't find it, and when we offered to find it for them they said they threw the key away. I've travelled to countless countries and this is by far the most actively hostile hotel experience possible. It so sad because it actually started out friendly and great. We've been staying there for 10 days at this point in their most expensive penthouse by the time this incident happened. Hope they learn something from this and actually treat their guest right.

Really clean and nice place! We love it! Nice and friendly staff, spacious rooms and everything you need! Definitely would recommend.

Our experience was beautiful. The hotel is located within Tulum city center, in a quiet neighborhood surrounded by other homes, coffee shops, and places to eat. The hotel itself is beautiful, spacious living areas, and wonderful amenities. The staff takes great care to ensure your stay is enjoyable and provide you with the necessary things to be able to explore city and the beach areas. Would definitely recommend!

Beautiful hotel with a great stuff and service! Place is so calm and clean. They cleaning room every day, change towels, etc. Free parking. Great area with nice restaurants around. Also laundry nearby. Perfect place for a nice vocation. I definitely recommend this place

Very nice place, modern, large rooms with good ac, quiet. Pillows need to be softer. Water from faucet and shower comes out salty. No onsite restaurant. No room service from hotel but you can order delivery from good nearby restaurant. Location is quiet but far from everything. Friendly staff and owners. Very nice deep large pool.

I had a really bad asthma attack from the dusty room. The place is not as clean as advertised in the slightest. Obviously I wanted to check out within the hour so I cancelled my booking immediately and they flat out refused to refund me despite me showing them my cancellation. The owners were extremely rude despite the fact that I offered to still pay the price for 1 night since I checked in earlier in the afternoon.

Panacea welcomed us just when the hurricane Grace made our hotel in the incapacity of hosting us. We had a fantastic welcome by Diana and the whole team was great despite no electricity. It's definitely a place to be recommended for the great location in a very charming authentic neighborhood and for the service and the team!

I don't know where to even begin. If you're looking at reviews to see whether or not you should stay here, my advice is that you shouldn't. My wife and I booked this hotel for an 11 day honeymoon. We arrived earlier today and about 30 minutes into our stay, my wife started having trouble breathing and had a severe asthma attack. The rooms are very damp, and suffocating. They also have this very strange and potent scent. We spoke to the site about checking out as this place was a health hazard. The front desk (Diana) was angry/rude right off the bat. She refused to refund us and got very defensive about the hotel. She would also not let us speak directly to the owner because he did not speak English. She stated that unless we provided a doctor's note, she would not refund us. We went back to the room where my wife had yet another attack (def something up with the rooms). We got a doctor's note to provide Diana who backtracked and continued to refuse a refund. We ended up leaving within the same hour we got there and did an early check out (11 days early to be exact). This place is a scam. The owner does not take responsibility for creating an unhospitable environment. We have already escalated this to PROFECO and want to warn anyone else who might fall victim to this terrible hotel. Please note that the hotel also looks nothing like the pictures. It looks run down and is very unclean. The pools are extremely dirty and so are the rooms