Maya Tulum Retreat & Spa - 77780 Tulum

Stopped here to grab lunch and I’ve been craving their shrimp tacos ever since! Definitely my favourite restaurant in Tulum so far. The service was amazing too!

Terrible communications. I had a vacation scheduled there at their wellness retreat for five nights February 5 through the 11th. I booked it last summer. November I had a big back surgery so I contacted the property to tell them I was within the 30 day cancellation time and I wanted my full refund. I actually emailed Sylvia Rentaria reservation specialist and she never got back to me. I also called the front desk and they told me to email them so I did. With a detailed explanation and a copy of the money I had already put down. Then I still didn’t get a response so I compose the letter with all my copies of money paid and I sent it internationally to the hotel with certified receipt of delivery. They did receive this letter and I still did not get my deposit back. All I can say is I do not trust Mexico anymore and much less this place

NO FRESH WATER - INCLUDING THE SHOWER - no way to feel clean. This hotel was by far the worst I’ve stayed at in Mexico. We had to change rooms because the first one had NO WATER AT ALL. The next room was on the beachfront. But the beach there is COVERED in stinky sea weed. Not ideal to swim in at all! And the pool was closed.. No working electrical outlets so couldn’t charge our phones. Then we woke up the bugs in the bed. No WiFi, no pool, no phones in the room to contact the reception. I’ve stayed in tulum a few times and understand the eco friendly essence. But this place was filthy and the management are no help whatsoever. I had to change hotels midstay and was told I’d get reimbursed.. still waiting. Such a disappointment and expensive for the lack of service. Take your money elsewhere!

Very bad experience, constant power outages, no water, broken air conditioning, the manager is hiding from us. Forget about charging your phone, flushing toilet, showering or brushing your teeth. Restaurant does not even make coffee. Beach is full of trash, plastic bottles, dirty plastic bags and weeks of old and smelly seaweed.

After spending days combing through the internet looking for the ideal hotel for our 1st Anniversary trip, we settle on Maya Tulum with the promise of five-star luxury, high-quality unique culinary experiences, and expert service. What we have found is the total opposite. Once booked we were made aware that there was some ongoing light construction in the form of tiling and that our experience would not be impacted; this was a total lie. Most mornings we have to awaken to loud work going on right outside our suite. We have also found that the pool bar and restaurant are either closed or useless because they are under construction. We were told we couldn't even have a coffee in the morning due to the coffee machine being broken. The breakfast menu is almost nonexistent, and you are closed for dinner. I would describe your restaurant seating area as basic at best and far from the fine dining you promise. As such we have to leave the hotel for every single meal and pay for taxis/bike rentals. That said, we don't want to spend a single second in this hotel regardless due to the massive Sargassum seaweed problem you have on your beach. We booked an ocean view suite with the thought of having direct access to the sea. Unfortunately, the sea is sheltered by about 10 meters of decaying seaweed and trash. Not only can we not access the sea but the dead weed smells so bad we cant bear to be around our hotel room let alone the beach. See the photo attached. Every other hotel on the beach is cleaning the weed daily. Other problems include the fact that our air conditioning doesn't work, the water was out for an entire afternoon meaning we couldn't shower before our dinner or flush the toilet, and the electricity was out yesterday meaning we couldn't see anything in our room after the sunset. We returned for a nice day exploring the cenotes to come back and relax and we have absolutely no power. When the water is running it is salty. and as such we cant take a proper fresh shower. The staff is useless, we had asked them to make taxi arrangements for our dinner an hour in advance when we arrived at reception nothing had been done, we sat down waiting for 15 minutes before I asked when the taxi was coming and he said they hadn't ordered one. As such we were late for our reservation. When we complained to the management, all they could do was offer us a lesser room away from the beach and suggested we spend the day at one of your partner hotels if we want to enjoy the beach and their restaurant. This is not what we booked an ocean view suite in your hotel! We expected paradise and have received hell.

This place is one of the best hotels we’ve ever stayed at. Best resort you could ask for in Tulum. Relaxing, quiet and magical place. Rooms are clean and unique (we stayed in two ocean front bungalows). Palm trees are everywhere. The beach is stunning. The staff were friendly and accommodating. After seeing my pictures several of my friends asked about this resort because it’s truly beautiful. If you’re seeking for a very special hotel with a good vibes to relax and recharge your batteries, this is the place for you. There’s bungalows renovation is happening, so very soon this place will become even better. Recommendation: try temazcal ceremony while staying at this resort, we loved it.

We selected Maya Tulum due to proximity to beaches, restaurants, and other activities. It was also affordable due to ongoing construction. We had absolutely no problem with the construction aspect as we didn't plan to be in our room during the day while construction was going on. Upon arrival all of the staff were extremely pleasant. I will say that when we booked we were told that breakfast would be included and that there would be a minifridge in our room. Breakfast is in fact not included, and we had to ask for the fridge for our room. Even with construction the property is nice and we think it will look incredible when updates are finished. As soon as we got into our room we started having problems. Initially our power would go out for 30 mins at a time. This happened at least 10 times our first night. I talked to the front desk and they assured me that the issue was resolved. Over the next 2 days we lost power, A/C, and running water for over half of the time that we were in our room. Each time I requested to speak to a manager (because it wasn't fair for the staff to take the heat for something they can't control), they would go to the manager, and the manager would refuse to come speak to us. Finally, night 3, after our power and water had been out the entire day I demanded that we move rooms. The staff then let me know that the entire property was experiencing the same issue.. No partial refund or credit request was honored.

Would not stay here again.. I understand that construction is going on which is fine and was not a bother but even in the renovated ocean front unit the air conditioning was garbage, I couldn’t even tell it was on the only Saving grace was the fan. The room was humid and not chilled at all. I mistakenly went during red tide. Every other hotel on the beach does cleanups to control it. Not this one… you have the luxury of staying in an ocean front of literally buildup piles of dead carcass smelling seaweed right next to your window wafting into the warm bad air conditioned room. I woke up at night not being able to breathe. You can smell this place from the street. They have an oil diffuser that was never refilled or had oil put into it so I am guessing it was for pure decoration. They failed to mention they offered bikes to “rent” which is free at every other resort so we spent a ridiculous amount of money getting ripped off by cabs. Their pool was ratchet with hood hop music blasting from a guests personal speaker so we didn’t even try that out. Not sure what the resort fee was for since most of their amenities weren’t even built yet. I am guessing the good reviews on this place are fake. And we were catfished into thinking we were going to an upscale resort?