Bakal Tulum — Hotel in Quintana Roo

Extremely Disappointing Experience: Poor Service, Maintenance Issues, and Incompetent Staff

The positives: The rooms were beautiful and modern. The hotel location was excellent. Probably a decent choice if you only need one room.

The cons: I celebrated a milestone birthday and had a larger reservation. I had an incredibly frustrating experience at this hotel. First and foremost, the hotel failed to reimburse me for rooms that were canceled, despite their cancellation policy clearly stating they would do so. I reached out multiple times for a refund, but they ultimately refused to honor their cancelation policy. After many texts, and emails with Angel (finance) and Emmanual (concierge) who agreed that I should be refunded, the process dragged out to over 2 months with excuse after excuse. I finally resorted to asking my credit card company to dispute the charges, and was promptly refunded by my bank.

Out of the 5 nights we stayed, our penthouse only had hot water for 1 night. The other rooms in our party also experienced cold water the first night of checkin. The hotel had to call a maintenance person twice to troubleshoot the cold water issues. The shower design is horrible. Water runs everywhere when you shower. The brand new kitchen sink fixtures of 2 years were taped, because water sprayed from the faucet.

The concierge service was another massive letdown. It was clear the concierge is not equipped to handle a larger reservation. I made several requests for assistance prior to arrival, but responses were either slow or non-existent until I repeatedly followed up. The days when Emmanual was free to help, we were able to secure reservations for transportation and a couple of restaurants. He did make some good recommendations.

Our special event was mishandled, with important details being overlooked or ignored, making what should have been a memorable occasion a hassle. We were scrambling to find rooms where the private chefs could cook because the hotel did not have a proper kitchen, and we had to ask each guest to bring their own silverware and plates to dinner.

If you lose your room key, the hotel doesn't have updated technology to open your door without calling a locksmith because they only have 2 physical keys per room. This outdated system added another layer of inconvenience to an already frustrating stay.

This hotel is severely lacking in many areas. I would advise anyone looking for a smooth, enjoyable experience to look elsewhere. I would also strongly advise any potential investors to look elsewhere. The hotel's lack of modern systems and inefficient processes make it an unappealing investment opportunity. New staff personnel would be required to run this investment effectively and honestly to deliver a consistent, high-quality experience that will generate long-term profitability.

Update 1/20/25 Do yourself a favor and do not stay here. They are still trying g to double charge me for a visit that I’ve already paid for. What a headache. This staff does not know what...

The positives: The rooms were beautiful and modern. The hotel location was excellent. Probably a decent choice if you only need one room.||The cons:||I celebrated a milestone birthday and had a larger reservation. I had an incredibly frustrating experience at this hotel. First and foremost, the hotel failed to reimburse me for rooms that were canceled, despite their cancellation policy clearly stating they would do so. I reached out multiple times for a refund, but they ultimately refused to honor their cancelation policy. After many texts, and emails with Angel (finance) and Emmanual (concierge) who agreed that I should be refunded, the process dragged out to over 2 months with excuse after excuse. I finally resorted to asking my credit card company to dispute the charges, and was promptly refunded.||Out of the 5 nights we stayed, our penthouse only had hot water for 1 night. The other rooms in our party also experienced cold water the first night of checkin. The hotel had to call a maintenance person twice to troubleshoot the cold water issues. The shower design is horrible. Water runs everywhere when you shower. The brand new sink fixtures of 2 years were taped, because water sprayed from the kitchen faucet.||The concierge service was another massive letdown. It was clear the concierge is not equipped to handle a larger reservation. I made several requests for assistance prior to arrival, but responses were either slow or non-existent until I repeatedly followed up. The days when Emmanual was free to help, we were able to secure reservations for transportation and a couple of restaurants. He did make some good recommendations.||Our special event was mishandled, with important details being overlooked or ignored, making what should have been a memorable occasion a hassle. We were scrambling to find rooms where the private chefs could cook because the hotel did not have a proper kitchen, and we had to ask each guest to bring their own silverware and plates to dinner.||If you lose your room key, the hotel doesn't have updated technology to open your door without calling a locksmith because they only have 2 physical keys per room. This outdated system added another layer of inconvenience to an already frustrating stay.||This hotel is severely lacking in many areas. I would advise anyone looking for a smooth, enjoyable experience to look elsewhere. I would also strongly advise any potential investors to look elsewhere. The hotel's lack of modern systems and inefficient processes make it an unappealing investment opportunity. New staff personnel would be required to run this investment effectively and honestly to deliver a consistent, high-quality experience that will generate long-term...

The positives: The rooms were beautiful and modern. The hotel location was excellent. Probably a decent choice if you only need one room.||The cons:||I celebrated a milestone birthday and had a larger reservation. I had an incredibly frustrating experience at this hotel. First and foremost, the hotel failed to reimburse me for rooms that were canceled, despite their cancellation policy clearly stating they would do so. I reached out multiple times for a refund, but they ultimately refused to honor their cancelation policy. After many texts, and emails with Angel (finance) and Emmanual (concierge) who agreed that I should be refunded, the process dragged out to over 2 months with excuse after excuse. I finally resorted to asking my credit card company to dispute the charges, and was promptly refunded.||Out of the 5 nights we stayed, our penthouse only had hot water for 1 night. The other rooms in our party also experienced cold water the first night of checkin. The hotel had to call a maintenance person twice to troubleshoot the cold water issues. The shower design is horrible. Water runs everywhere when you shower. The brand new sink fixtures of 2 years were taped, because water sprayed from the kitchen faucet.||The concierge service was another massive letdown. It was clear the concierge is not equipped to handle a larger reservation. I made several requests for assistance prior to arrival, but responses were either slow or non-existent until I repeatedly followed up. The days when Emmanual was free to help, we were able to secure reservations for transportation and a couple of restaurants. He did make some good recommendations.||Our special event was mishandled, with important details being overlooked or ignored, making what should have been a memorable occasion a hassle. We were scrambling to find rooms where the private chefs could cook because the hotel did not have a proper kitchen, and we had to ask each guest to bring their own silverware and plates to dinner.||If you lose your room key, the hotel doesn't have updated technology to open your door without calling a locksmith because they only have 2 physical keys per room. This outdated system added another layer of inconvenience to an already frustrating stay.||This hotel is severely lacking in many areas. I would advise anyone looking for a smooth, enjoyable experience to look elsewhere. I would also strongly advise any potential investors to look elsewhere. The hotel's lack of modern systems and inefficient processes make it an unappealing investment opportunity. New staff personnel would be required to run this investment effectively and honestly to deliver a consistent, high-quality experience that will generate long-term...