Kimpton Aluna Resort Tulum - 77760 Tulum

Chase Reward customers stay away! Canceling a reservation before 6:00 p.m. (local hotel time) three days before confirmed date of arrival will result in no charge. Canceling a reservation after 6:00 p.m. within the 3 days previous to confirmed date of arrival (or failing to show) will result in a charge equal to the first night’s stay (plus taxes) per room to the guest’s credit card or other guaranteed payment method. Failing to call or show before check-out time after the first night of a reservation will result in cancellation of the remainder of the reservation. My reservation was for February 4th. Today is February 1st. It is now 11.32 am. This hotel does not honor this when it is booked with Chase Rewards Points. All I can say about this is that I relayed on it and this is the equivalent of legitimate theft. Please all Chase customers be aware

We needed to leave one night early due to an unexpected family emergency. They didn't offer any refund of any kind, not even a voucher and didn't care at all. Since we had to leave in a hurry we forgot several (credit) cards and cash. Sufficient to say that they kept everything they could make money of and only sent back one document. Since it was our id it definitely was helpful but keeping everything else isn't really what we expected from such a hotel. Wouldn't recommend

Where to start? Firstly, the positives; bed is comfy, room is decent and clean, staff are pleasant. The negatives are significant and numerous. Put bluntly, the service at this hotel is the worst I have ever experienced. We got off to a bad start when the room we booked (premium with two doubles) turned out to be unavailable when we came to check in. On top of this, we spent over an hour trying to check in because the hotel said that every one of our cards was declined. When we showed our online bank which proved it went through, we were told it was wrong and could not take (the room we didn’t want but had no choice) without paying. Naturally, we tried a few cards. Turns out, all three cards we attempted were in fact charged. So on day 1, we paid for this hotel x 3 - on the 3rd attempt they actually only charged us for two nights, apparently out of goodwill and securing some payment to allow us into our room. That was a week ago, and the hotel still have not resolved this issue (we are due to check out tomorrow and have spent our entire stay pushing for a refund on the excess funds we’ve been charged - to no avail). We’ve sent so much evidence and been faced with only obfuscation and push back from the hotel. It’s completely unfathomable that the hotel expects us to check out without a resolution to this, and having paid three times over. There are also a number of small things worth mentioning. On their own, they are possibly not significant, but taken together they amount to a shoddy hospitality experience. For instance, the hotel regularly has cleaned our room, taken our towels - and failed to replace with clean towels. We twice had to walk out of breakfast because we waited to be served and no service was forthcoming (ironically one of these occasions was supposedly a ‘free breakfast’ to apologise to all the poor service we had experienced thus far). When ordering food, our order has frequently been incorrect and the kitchen often doesn’t have a proportion of the menu. The hotel charges an additional fee of USD18 per night for pool towels and bike rental and various amenities. Not only are there hardly any bikes at all (we paid to rent our own from another provider, as do most other guests), but there are no amenities provided either. Pool towels are provided but often reception doesn’t have any. Be prepared to wait up to 30 minutes for them to bring some up for you. The staff at this hotel are friendly and kind but our experience has frankly been shocking, and no one has demonstrated any desire to resolve our overcharging issue. We are at our wits end. Would never darken the door of this place again.

They advertised having the Antigen test for free if you stay more than 5 nights. We stayed 7. They never paid for it and hired a local lab charged us $185.52, so they didn't have to pay for it. Was a very very UNETHICAL and dishonest thing to do. Now I can't dispute it with my CC. You will have to wait 1 hour for the food service and even to get a coffee. food was mediocre. Rooms were very nice, though. The pool bar was closed. The rooftop was closed half the time. Everything was basically abandoned and you will have to wait a very very long time for everything.

I had a very nice stay here with my dog. The room was clean and comfortable and the terrace for the first floor rooms joins to the pool for easy access, while there is plenty of jungle foilage to maintain privacy on the terrace. The bed and pillows were very comfortable and the shower got very hot water. There is no tea kettle or coffee in the room, but they will bring hot water if asked. The food at the restaurant and room service was very good, with lots of plant based options. There is a happy hour with complimentary beverages and canapes each evening, which is nice after a day in the sun exploring. There are two pools, one on the ground floor and an adults only one on the roof (3rd floor). They have a free yoga class a couple times a week on the rooftop, and the teacher was excellent. They do play music until 10pm and so that can be annoying if you want to sleep before then (they don't have earplugs for us early birds). But I think most hotels in this area will have some music noise until at least 10pm. The valet is also included in the rate, which is a nice service to have of you've rented a car. The unlimited in and out valet throughout the day was really convenient. Great service and vibes all around.

A small hotel with a tropical feel. So much lush foliage that patios and terraces felt private and secluded, but you were still in the safety of the grounds. Looks just like the pictures- clean, quiet, beautiful. An outdoor bar and pool on the top floor and another in-pool bar and pool on the ground floor. The staff was friendly and responsive. Food was delicious and waiters made you feel like you were at a neighborhood eatery. They made getting covid testing easy for return trip.

Beautiful, Secure, & CLEAN! I loved my stay at this resort. It was a 4 day 3 night stay when we came in and staff took our bags and we were greeted with drinks! All the staff was friendly to us the entire stay. We never had any issues of cleanliness, rudeness, or theft. Anytime we needed a taxi the front desk would call one for us before we made it to the front. The resort isn’t a super overly crowded resort which I like. It feels more cozy and exclusive that way. The bathrooms were clean the shower water was always hot and didn’t have any smells. I would recommend this resort to anyone 10/10 would definitely stay here again if given the opportunity

++ The hotel itself is stunning. Absolutely adored the artwork throughout. Staff was extremely friendly and helpful. ++Rooms are gorgeous, beds are comfortable, and there are tons of amenities— beautiful rain shower, beach bag ready with towels, great toiletries, and a perfect little terrace. ++ great cocktails and enjoyed the happy hour? - - perhaps because it was off season and due to covid, but the hotel was pretty deserted, so there isn’t really any kind of vibe there. Just over staffed and under stayed, so this was a big downer for us. - the location is okay, but we probably would have just preferred to be closer to the city. Really depends whether you plan to go to the beach often or not. — remember that there is a $17 daily resort fee. We did not think we would have to pay this. - - the staff doesn’t do a good job of explaining the amenities, or giving an explanation of what there is to do. I approached them to discuss a day trip and instead almost got pulled into some investment seminar (thankfully we avoided this). — there are no beach shuttles, contrary to what might be written on the site Overall nice experience and would recommend, but it does depend what you’re looking for.