Aloft Tulum — Hotel in Quintana Roo

Update After 5 visits here, the hotel continues to be excellent. They maintain the same staff which means they are treating them well. Always great hospitality from the staff. Hotel is clean and maintained. Definitely a reliable product and under good management. First time here at Aloft Tulum. I believe it's 2-3 years old. I'm not a fan of USA Aloft, but this is the only option in Tulum, and I was surprised it is actually very decent.

I noticed up front there is a lot of service and destination fees, I believe it's $40/night. I needed to stay here so I didn't have much option. But I was surprised that they do give you some tangible items for the fees. You get about $15USD to spend at the restaurant and 2 beers a day. The breakfast menu is a little confusing but for Platinum and higher, you get a decent amount of food.....you get the Continental breakfast plus a entre such as pankcakes, omelette, chilaquiles, etc. Wasnt able to finish what they served either day, it was actually too much.

The staff and service is excellent. They could have not been any better 10/10. We were served some bad food, but they went above and beyond on correcting the issue.

Hotel has underground parking, but I didn't use this. It cost $200MXN for a taxi from the ADO bus to the hotel.

First night of my visit there was very heavy rain. The lights went out briefly and then back on. It wasn't until we were leaving to get dinner, that I heard a loud motor from under the lobby where the parking is. Found out they have a generator that powers the entire hotel. The entire hotel was lit up like it normally would be, never noticed. This was very surprising to me and came in handy as most of the city did not have power for several hours.

The only complaint I will have, is that the shower has zero privacy. No door. There is also a mirror that cannot be moved and it's in the worst position. With the mirror, there is zero privacy in the shower with other occupants in the room. For those accustomed to the normal Aloft layout, the shower is where the sink/vanity usually is. This setup would be extremely awkward for anyone that is staying in the same room together but not on that level of intimacy. You might need to schedule shower times if that's you lol. Good news is they have plenty of seating in common areas for you to visit outside your room. There is a rooftop pool and also a ground floor pool right off the lobby.

In the same building, but have to go outside, there is a Carl's Jr, and a Oxxo. Excellent restaurant across the street, Paladeres. It's new and perfect for a...

I normally do not leave reviews on hotels, let alone negative reviews, but I was extremely disappointed in the dishonest, shady service Aloft Tulum offered during my stay. It made my honeymoon trip with my husband turn into a very terrible experience with the types of ridiculous scams I felt like I was getting from our own hotel.

This establishment has no problem charging your card and account for services that weren't even used (for example, pre-charging for laundry tokens that cost $20 USD to do a SINGLE LOAD).

It was also confusing that they had an espresso machine set up by their snack bar, with no indication of a price for any of the drinks on their digital QR code menu nor on the machine itself. I was under the impression because there was no price associated with the machine, that it was complimentary. Then one of the front desk associates told me it was 25 pesos per cup then immediately "corrected" himself when I tried paying 50 pesos for 2 cups. He claimed they are actually 45 pesos per cup and I actually owed him 90 pesos. He then proceeded to "apologize" for how I misunderstood him.

The room we ended up "upgrading" to also smelled heavily of cigarette smoke and gave my husband and myself a massive headache whenever we were in the room. The front desk claimed "they were unable to explain" but it was not the building's fault and it is how the room is designed on that side of the floor. Their "fix" for this stench was to come in with an air freshener spray to mask it. This probably lasted a whole 15 minutes before the smell came back. The walls/doors are also very thin in this hotel too, as we often heard our neighbors and everyone that was in the hallway.

Lastly, for the love of God, do NOT receive your COVID test by the hotel. It was the most sketchy testing I have received, ever. The front desk instructs you to go to a specific hotel room number to meet your technician, who does not wear the proper PPE (ours did not wear his gloves and often used his cell phone during the process). To make matters worse, we were instructed the Antigen test would cost 600 pesos per test, but once we got our swabs, the technician blatantly lied and said we were charged 700 pesos per test. We also did not receive our tests in a timely manner and had to ask the front desk to retrieve our results, as we were flying out the next morning.

As someone who has stayed at 2 other Marriot Bonvoy locations in Quintana Roo during my stay, this hotel left the worst impression. I did not feel appreciated as a Marriot Gold Elite member and will not be returning to...

This hotel is in town, not on the beach. It's a very clean and very new hotel. There are lots of dining services to choose from and many good restaurants in the area. They have underground parking as well which is reasonably priced. We found the walls to be paper thin we could hear a lot from our neighbours through the walls. Also through the ceiling and floor a lot of sound carries because there's very little carpet in the rooms. If you have noisy neighbours that walk heavily or with high heels on you will hear everything. There seemed to be a lot of confusion over the free daily drink credit or meal credit that they offer. You have to make sure they give it to you at the front desk and they don't explain how it works properly. It seems a lot of the staff don't know how it works either. You have to be certain that you are being credited for the free drinks. They offer free transfers to beach areas but again this was not communicated properly to us so we missed out on a lot of that. Make sure to question the front desk staff about all these options. On two occasions when having breakfast in the restaurant, we noticed a hotel guest smoking at a table, which was drifting our way. We understood this to be an EXCLUSIVELY SMOKE-FREE HOTEL. Nobody told the guest that she was not allowed to smoke in the restaurant, so this was very disappointing when we were trying to enjoy a meal. The hotel also offers spa services like massage etc., which can be done in your room or in a cabana in the beautiful gardens in the centre of the hotel. Something to add: I have the Marriott Bonvoy app and highly recommend you have that when staying at any of their hotels, as this is one of them. The app works wonderfully to text communicate with the staff when you want your room cleaned or for any other extra things you might need. They are extremely attentive in responding and taking care of the request. Serving staff, bartenders, cleaning room staff were all very friendly and overall we really enjoyed our stay here. Note: At the time of writing this review, visitors to Tulum need to be cautioned about the widespread construction and constant noise and dust...