Kai Tulum - 77780 Tulum

Horrible experience. Went for drinks and guac. Waited over 30 mins for drinks. Stayed an hour. Then when we went to pay our bill they told us we needed to pay $60 for use of the beach club which they never told us about when we sat down. Then the waiter tried to charge me 15% for service fee when the service was horrible. The waiter also signed my signature for me on the bill when I told him that’s illegal to forge my signature.

We had the best stay at Kai. The room is just perfect and so is the location. The people do everything in their power to make your stay relaxing.. great spot!

Restaurant: spoiled food and rude staff, do not recommend! We ate dinner at the restaurant on a Thursday evening. It was nearly empty, yet it took the waiter 20 mins to collect our order and another 20 mins after that for the drinks to arrive. The food didn’t arrive until an hour after we ordered it and was generally mediocre (small, unimpressive tacos and a flavorless sea food pasta). The burger we ordered came with moldy bread (green and black mold) and when we pointed this out to the server, he smirked and proceeded to dismiss us, saying that this is how the local bread looks like. It took a manager’s intervention for the dish to be taken away and comped and the waiter kept scoffing at us the rest of our time at the restaurant. We left after paying a USD 160 bill for 5 people, while feeling disrespected, still hungry and in foul moods.

Hard to know whether food is good here or not. We waited at our table for 20 minutes and no one came to our table. We tried to go sit on a daybed to get their attention, and also tried to go directly to the bar to order. I was ignored at the bar, and my wife was told that she couldn’t sit at the daybed…but they wouldn’t take her order. All we wanted was guacamole and beers!

If I could give this place a 0 star I really would, I was visiting Tulum on my baby moon with my husband, and I really needed to use the bathroom and I was told I wouldn’t be able too because I’m not a customer however that turned me Off immediately being 6 months pregnant and also we were planning to rent the day bed and get food! Like how can you say that tourist your potential customers. I would never recommend this place the staff is incapable of empathy and unwelcoming!!! Not customer friendly! Your business will never flourish with this level of customer service. Just walk a few steps down better restaurants are there!

A great Tulum experience, with a beautiful atmosphere at the beach. I loved the room and the views from there. Everything was very clean, air conditioning worked very good all the time, and the ruins are very near, just 5 minutes by bike, a very nice experience.

I can’t speak for the hotel but I can speak to their beach club. We were looking for a beach club and stumbled upon Kai. It was $200 pesos/chair. Shaded areas with great service and reasonable beer prices. The washrooms are clean and they have outdoor showers. Very relaxing.

Our experience at Kai was amazing! The hotel is located inside of the national park and it is just a few steps away from the Tulum Ruins. The service from the entire staff was great and very warm. The day before our arrival they contacted us to accommodate transportation. Once there, they gave us a great welcome with a complementary drink. Our room was incredible a few steps from the beach and you could hear the sound of the ocean at night! Each morning the restaurant staff brought complementary coffee or tea with cookies to our room (a very nice way to start your day). The restaurant service was amazing, they are working hard to make improvements to their menus especially dinner to include a true Mexican dinner experience. The chef Hector came to our table and explained each dish and honestly it was delicious. The hotel is making improvements to their beach club upgrading beach chairs and tents/cabanas which look great and are super comfortable to spend the entire day on. The pool was also great and refreshing. Overall I highly recommend this hotel to any person that wants to have a relaxing experience at Tulum. Many thanks to Mr. Juan and his entire staff for this incredible experience.