Maria del Mar Tulum - 77780 Tulum

Great hotel - my only complaint is the restaurant patrons are able to use the hotel facilities as well making it crowded and no space for actual hotel guests at times. Beautiful property with nice staff though.

TERRIBLE NEW MANAGEMENT I have stayed here 4 times now, and have recommended many people to stay here, so needless to say at one point I really loved this hotel. I’m just getting home from a 5 day stay at Maria Del Mar with a few friends and unfortunately it left a lot to be desired. Let me start with the new management and new staff, specifically Lic Verena- the sales director! She is extremely rude and there is no reason why anyone should wait five days to receive confirmation for a room, payment etc. The woman is incompetent and should probably find a new career, this isn’t the one. There were multiple emails back and forth with this woman to book a group of my friends for my bday week, and the lack of response, understanding of English or interest in helping with bookings was unacceptable. She lacks professionalism and knowledge of customer service skills. After a few days she stopped responding completely. Now let me tell you about our checkout experience… for starters my boyfriend and I were asked to pay for a Milky Way bar that was “missing” from the fridge, as they were being notified by someone in the room via walkie talkie. For context, I’m lactose intolerant, and my boyfriend is a health fanatic, so much so that he brought his own health bars from the states. And we purchased 12 bottles of water from the 7 eleven across the way, neither of us would eat a chocolate bar…especially not a Milky Way for $5!!! But fine we paid the $5 for a chocolate bar!! It was more about the principle not the $5. We felt we were being taken for a bunch of idiots. I consider myself a generous tipper and absolutely respect people in this industry, so money wasn’t the issue, it was the abuse. Next, my friend checks out of her $2600 premium suite and the person checking the room is notifying them via walkie talkie, there was a broken mirror in the bathroom which she is asked to pay $130 dollars!! My friend let’s them know the mirror was like that when she checked in and their response was “You should have taken a picture and let us know” I don’t know how many of you walk into your room on vacation and take pictures of any damages in your room, but that is absolutely asinine!! So make sure to take pictures of everything upon check in… or you’ll be held responsible for ridiculous things. I guess we should have taken pictures of the glass on the floor I experienced one night while I was getting ready for dinner. Or maybe we should have complained about the lack of water from the bathroom sink, or the fact that I waited 1hr 34 minutes for an iron one night. But, no I did not because I knew they were doing their best. Like I mentioned I’ve stayed here many times and have always loved the customer service, but before arriving I was informed their BEST concierge was no longer employed there and I was disappointed, let me tell you, you can tell he’s gone! He was their best asset! Here is another tip… do not ask them to get you taxi transportation, they make a percentage and the taxis will charge you $45 to go 10 min away. This happened on the first night because my friends didn’t know any better. Moving forward I made sure we hailed our own taxi $20 max every night for dinner. I will never return to this hotel. Go elsewhere there are tons of hotels in tulum. Checkout La zebra! ; it’s an amazing hotel with an amazing beachfront.

Maria Del Mar is a horrible hotel. I can’t be any more clear. DO NOT WASTE YOUR MONEY! You can have the exact same experience for 1/3rd the price at many hotels along the beach. Don’t fall for their trick. This is NOT a luxury hotel, despite what they charge. As you can probably tell, our overall experience was horrible. Below are all the issues we found during our stay. BAD BEACH: Their beach is entirely unusable and covered in pungent smelling sargassum seaweed. Their beach is significantly worse than all others in Tulum because of the rock cove they are in which traps the seaweed and the lack of any beach maintenance by the hotel and its staff. Other luxury hotels rake and dispose of the seaweed. Here, they let it collect and rot in front of the hotel. NO QUIET NIGHTS: There is extremely loud club music every night until roughly 2-4am that will vibrate your room. Good luck sleeping, even with ear plugs. It’s insanely loud. BROKEN DOWN: The hotel is generally in massive disrepair. Stair cases falling apart. Multiple Beach beds broken. Broken cabinets in our room that literally fell off the wall. Zero water pressure in the shower. Multiple non functioning power outlets. Spotty WiFi. Etc…. The pictures you see are not accurate at all. This is a bait and switch situation. BAD FOOD: Their hotel restaurant served my pregnant wife completely raw steak…. I don’t know how you accidentally forget to cook the meat before serving it. Literally pink on the outside with no excuse for not realizing. This took a special kind of stupid to accomplish. BAD SERVICE: And to cap it off, any complaints to the hotel manager will be brushed off and you will be told the issues are the equivalent of an “act of god” that the hotel bears no responsibility for. Multiple complaints were not met with any fixes or accommodations. They clearly know the hotel is horrible. Customer service is non existent. All they care about is keeping all of your money. Don’t believe me? Just ask yourself one question. Is there a reason this hotel is consistently one of the only "luxury" priced hotels with rooms still available in Tulum? You didn’t get lucky, It’s just a horrible hotel so people avoid it! I only wish we had a fair review to read before staying here and we would’ve avoided it entirely. Don’t waste your money here!

I am beyond disgusted by the way we were treated while we were checking out of this hotel. My friends and I have stayed here in the past and have decided to return because we got treated so nicely in the past. Anyway my friend had the most expensive room, (premium 6). They were accusing her of breaking the bathroom mirror!!!! Excuse me what?! We are not those types of people, and if we would’ve broken a mirror, we would have owned up to it. They made her pay $130 US dollars for something she didn’t do! ABSURD!!! Adding to that the manager told us that she should’ve reported the “broken mirror”, BUT she didn’t even know it was broken or that it had to be reported if it in fact was broken. MIND YOU, she was kind enough to not even report the fact that she barely had water in the shower, no Wi-Fi in her room and that they only cleaned twice in the 5 nights that she was there and that’s because she asked for it to get cleaned. I think this is part of a SCAM. And this is their way of making some side money. I have traveled around the world and have NEVER EVERRR experienced something like this! I will never stay here and I will make sure to tell all of my friends! This is unacceptable behavior. And last but not least, good luck with getting a response from whoever is booking the rooms, they will probably respond 2 weeks later if you get lucky!

We had decent experience with this hotel till the last time when the restaurant nearby brought a dj and started blasting music on the beach like it's the last day on Earth. Let me explain you how bad it was, our beds were vibrating. After waiting appropriate amount of time we went to front desk and asked what can be done, since extra loud heavy basses are impossible to tolerate. Front desk guy said he can't do anything and he won't since it's not his job. He can't call the restaurant, he can't call police, it's not his job. He was doing nothing watching YouTube at his desk instead of finding solution for us. This is supposed to be a high end hotel which means service should be high end to. If there is an issue, you should try to resolve it. I was told "it's not my job" multiple times. What was supposed to be a relaxing retreat turned into headache and ruined vacation. Beach is impossible to use since it's Rocky and full of seaweed. So don't buy a "private beach" advertising.

Beautiful property with one massive issue. The hotel shares a private beach with a night club next door that doesn’t have a rear wall. They play music so loud that you can make out every word from your bed. The bass it so intense that it shakes your brain from 8pm to 4am. The hotel started construction on the room next door at 8am so we got about 3 hours of sleep. We left and went to another hotel. Staff is hit or miss. This place should not host guests as a hotel. They should close down or do something about the property next door.

Absolutely wonderful!! The staff here was amazing. Pico, the concierge, answered all my questions and was very helpful. He was quick to respond and would always check in on me when he saw me around the resort. I stayed alone for one night before my friend arrived and it felt safe and relaxing. The grounds are kept in immaculate condition by the very hard working staff. The morning yoga with Allix was too good to be true.

This place is a DREAM. A special gem in Tulum! I hesitate to leave this review because I don’t want it to get crowded and go up in price ? but our room was perfect. Large bed with a beach view. Speaking of the beach, although there’s lots of seaweed, this hotel has private access to a beach. Plenty of space to lay out, along with beach front food service from their restaurant Mina. It’s a quiet place, away from the loud club music you’ll hear down south. Although there is one spot two properties over that plays loud music at night, so sleeping with the balcony doors open to hear is the ocean is not gonna happen here. The hotel smells good, the bed was comfortable and the bathroom was great. Everything is high quality, and the staff is super friendly and helpful. Miguel was wonderful to work with. Pico the concierge was great to work with. He made restaurant reservations for us, so it was very convenient. If we come back to Tulum we are definitely staying here again!!