Maison Tulum

▪ Overpriced room and rude service ▪

Great deception about that hotel. I will not go through everything in details, but here are the main points:

• We've reserved three nights at Maison Tulum, directly on their website, a few weeks before our trip. When we arrived, we were surprised to be told that breakfast wasn't included, despite the fact that we had chosen that hotel over another because Maison Tulum's website advertise that breakfast is included when three nights are booked. When asking the receptionist about it, he immediately and quite rudely responded that no, it's not included. I showed him the promotion advertised on their own website. He seemed surprised. Instead of apologizing, he started to try to find excuses to justify that breakfast will not be included: “If you booked through Expedia the promotion doesn’t apply!”, “Well, we’ve booked directly on your website”… He grabbed the phone, called the owner of the hotel and promptly passed me the phone, which I found very unprofessional. Within the first few moments spent in that hotel, I found myself on the phone with a rude woman who offered me a slightly aggressive monologue on the inexistence of included breakfast in her hotel. She didn't have any rational explanation about the fact that her website advertise a different information. As I didn't feel like dealing with that negative energy while in holiday, I just told them to forget about it.

• The receptionist gave me a copy of my reservation confirmation, which included the details of the payment. All my credit card information was printed on that paper, every numbers, expiration date and even the 3 digits behind the card, name and address. I don’t know why those information were printed and where the paper had been stored, but I know that this doesn’t comply with the Payment Card Industry Data Security Standard (PCI DSS).

• Arrived in the room, there was only one bath towel for two people and no toilet paper. We had to go back at the reception and ask for it.

• WIFI signal was weak and only worked in a specific corner of the room, which didn’t include the bed.

• I give two stars for the convenience of having a mini-fridge in the room and for the beautiful rooftop patio/garden.