Conrad Tulum Riviera Maya — Hotel in Quintana Roo

I’m writing this review shortly after checking out of Conrad Tulum Riviera Maya, and I already can't wait to return. This was my first time staying at a Conrad property, and it has completely redefined my expectations for luxury travel. I've been fortunate to travel extensively across East Asia, Europe, Spain, and the Alps, and while I had previously visited the Riviera Maya region (closer to Cancun), that experience didn’t quite resonate with me. I honestly thought I wouldn’t return. However, this visit to Conrad Tulum has changed everything. I now find myself enthusiastically recommending this resort to friends and family planning a trip to Tulum.||From the moment we arrived, the experience was seamless and elevated. Our concierge, Mishel, went above and beyond to ensure our stay was flawless. He greeted us warmly and consistently checked in throughout our visit, ensuring our room and our overall experience met both our expectations and the high standards of the Conrad brand. He answered all of our questions, helped us with reservations, and made sure we were fully aware of—and took full advantage of—the resort’s many amenities.||One of the standout aspects of our stay was the incredible food and beverage. Gabriel at the Cebia Lounge is a true gem—his passion for mixology is evident in every cocktail he crafts. Each evening, we made it a point to stop by and see him. Despite it being the slower season, Gabriel brought warmth, energy, and skill to every interaction. He’s been with the Conrad for nearly four years, and it's easy to see why. If I owned a bar, I would hire him without hesitation. His cocktails are creative, balanced, and absolutely delicious. Conversations with him became one of our favorite parts of the trip, and he alone is a reason we plan to return.||Another memorable evening was spent at Chaak Bar, where we participated in the Agave Tasting experience. The bar itself is breathtaking—designed to reflect the natural beauty of the region’s cenotes, with cool, crisp air, lush greenery, and elegant lighting that mimics the caves. Felipe and Hector, our bartenders and hosts for the evening, were incredibly knowledgeable. They guided us through the fascinating world of agave spirits, teaching us the differences between tequila, mezcal, raicilla, and bacanora. Their insights into the history, production regions, flavor profiles, and food pairings made for an engaging and educational night.||We also stopped by Ultramar after dinner one evening and were greeted by Alejandro, whom we originally met at Cafetal. His infectious positivity and deep knowledge of the menu—from coffees and juices to smoothies and seasonal items—made our interactions with him so memorable. Later that week, we found him again at Ultramar where he introduced us to some signature cocktails, including the Saturn and the Frida. The Saturn in particular stood out—smooth, flavorful, and beautifully balanced. Alejandro also shared insights into the bar program led by the head mixologist, whose seasonal menu updates ensure variety and innovation throughout the resort’s venues.||Our dinner at Autor was another highlight. The restaurant itself is stunning, thoughtfully designed with elegant architecture and ambiance. Our server, Rafa, provided exceptional service, and the dishes were phenomenal. Gabriel had recommended the shrimp, and we also tried the short rib—both were outstanding. We ended the meal with a flan that was perfectly textured and delicately sweet, served in a delicious banana and cinnamon bath. Even the starters, though I can’t recall the name, were exquisite. From host to server to bartender, the entire team delivered an exceptional dining experience.||The setting of the resort is simply serene—surrounded by lush jungle and overlooking the turquoise waters of the Caribbean, it provides a peaceful escape that still feels vibrant and alive. The design of the resort incorporates natural elements that enhance the feeling of relaxation and immersion in nature. Every space feels intentional, calming, and luxurious.|||Everyone we encountered during our stay contributed to a memorable and relaxing experience. Though I can’t remember every name, I do remember how each person made us feel—welcomed, valued, and genuinely cared for. This trip has left a lasting impression, and we’re already planning our return.||A special thank you to Tony, one of the resort cart drivers, who was always prompt, polite, and professional. His friendly demeanor and quick service made getting around the property seamless and enjoyable. We also had another driver during our stay who was incredibly helpful in making it easy to move between different areas and houses on the property. The transportation team truly added to the overall comfort and convenience of our...

I surprised my husband with a trip to Tulum for his 40th birthday. The hotel was beautiful! Our room was just as the photo appeared. I think that's it though. We are Diamond members with hilton honors so we're used to great service. Since this hotel is a Conrad you don't get all the Diamond perks which is a HUGE let down. I'll preface this review by saying everyone working here is very polite. They just have HORRIBLE customer service. I have received much better service at a lower tier property.

When we arrived the check in was very long and we would ask about updates but no one communicated well. We had to keep getting up and going to the desk to check. It took almost a full hour to check in. We were supposed to get an upgrade from nature view to ocean. They had the availability when we checked in but we were given a nature view. This is more like a bush covered deck. We never went outside because the "nature" literally was up against balcony. There was NOTHING to see! When we started to settle in to the room we saw that the water closet hadn't been cleaned. The toilet, in fact, had been used and not flushed i complained and they moved us but then the keys didn't work. Which was funny because we were escorted by staff personally who then forgot to bring the new keys.

As for the rest of the property...it was gorgeous. We went during "low season" we were told. So not a lot of people and all the restaurants and pools weren't open because of it. However our room was located on the far side of the property but the closest pool had no attendant, no towels and the hot tubs were cold. Not the end of the world but should have been communicated upon arrival. So we ended up using the pool closest to lobby.

Restaurants had long waits also. Our first night we went to the Asian restaurant while beautiful took about 45 minutes to get our food even though we had a reservation and arrived on time. People came in after us, sat next to us and ordered the exact same items and got their food first and the restaurant was freezing..for everyone not just me. We went to do a couples spa treatment one day...$800+ package. Spa was amazing and very pretty. We had a private suite and had side by side massages. I walked out completely happy but my husband...the birthday boy was anything but. I kept hearing him tell his massuer to adjust her approach because she wasn't doing what he asked and even my therapist tried to help guide his therapist but she still wasn't getting it. When we were leaving the spa and they asked about the experience I was quite honest. I enjoyed my experience but my husband did not.

The last day of our stay we went to the beach in the morning and wanted to finally make use of the water sports the hotel provided. We got there and the woman in the booth said they closed and hour early because they were doing inventory. (Ill make it known that we came the day before and they said they were closed...it was like 3pm. They also told us we should make reservation so we made one for the next day). So after we walked off disappointed but stayed on the beach. We then noticed another family go requests the paddleboats and took them out. I went to ask the woman in the booth why they could get the boats and she said they had a reservation. I said so do we but she said some BS about the time. The boats went out and back in and another family came and took them out. I then went to her and pointed this out. She said the same nonsense but I insisted we get the boats so we finally did.

All in all the food was good and the hotel was clean and pretty but that's it. The property is never crowded because while pretty the staff lack the ability to turn ur stay into an experience. During check out we got a discount on the spa services and they comped us one of our meals and some drinks. Next time I'll go to the all inclusive next door. This was our first time away together since having out 3rd son and my husband's birthday..so about 6 years since we had an adults vacation and this was NOT what...

Stayed here April 5-10 in Ceiba club room. We had a room in Casa 1 on the 3rd floor oceanfront. The room is very nice. There was a mini beverage cooler. The alcohol in the cooler was not free, but the soda and water were included with Ceiba club. There are ice and water machines on the ground floors. The hotel provided us with a travel thermos and a beach bag. The key to your room is in a beaded bracelet. It has a chip in it that you align with your door and it unlocks it for you. The bracelet is waterproof. Housekeeping came by in the evenings with additional waters. They were also readily available by phone if you needed a restock. There is a Nespresso machine and an electric tea kettle. The hotel has exterior corridors and open stairwells. The corridors back up to the jungle, so there were plenty of natural plants as well as colorful birds. The Ceiba club communicates with you through WhatsApp. They send updates on things going on at the hotel, any changes and are available to assist with reservations. The Ceiba club has a private pool with cabanas that are included. This was very nice because we didn’t stress about going down to the pool knowing that there would be a cabana available for us. The hotel was not busy and there was plenty of seating. The waiters came around frequently to see if we needed anything. Most people were in the pools. We dined at the Ultramar, Ukai,Kengai and ordered room service . We wanted to try the Maratea restaurant, but it was not open during the time we were there. Pricing is pretty typical for resort food and a 15% service charge is auto added to your bill. As part of the Ceiba club you have access to a room where there is breakfast ,lunch and dinner. The first day when we checked in, there was a buffet at lunchtime. However, we received a WhatsApp notice that evening that due to a low census, they would be serving lunch and dinner à la cart. The menu was the same for Ceiba lunch and dinner during our entire stay. Meaning the menu for lunch was the same as the menu for dinner x 4 days in a row .This was a disappointing. I could understand not having a full buffet when there’s not many people. But it would’ve been nice to have a variety on the menu.

During the middle of our stay, we noticed that the lobby was being transformed. There was construction walls up, and you could hear hammering and sawing going on. I asked our waiter what was going on. He was hesitant but told us that an organization had bought out the hotel for a period of two weeks. So they were making some adjustments for this them. This transformation impacted our stay in a number of ways: 1 - the appearance and noise of the hotel while construction was going on. 2 - our last full day the Ceiba pool cabanas and attached restaurant were shut down. We were told that we could use the main pool. When I inquired about cabanas there, at first I was told that I would have to pay for them. I reminded them they advertise the Ceiba club as including a private pool and cabanas. Only then did they tell me that they would include a cabana at the main pool for no charge. Thankfully, I made a screenshot of the website. When I went back to look at it today, they’ve removed the wording on their website that indicated cabanas were included. Maybe this is just temporary for their current guests? 3 - not all of the restaurants were open due to their preparations for this incoming group. As I mentioned, we were not able to try the Maratea restaurant because it was not open while we were there. Also, the final evening we were there only two restaurants were available, one of which we had just eaten at the night before. I wish that the hotel had notified us before our stay there that not everything was going to be open and that they would be preparing for another group, etc. I might’ve chosen a different location. I feel like I overpaid for this trip. It may have been different if we were there at another time when the staff wasn’t so focused on getting ready for...