Copal Tulum Hotel — Hotel in Quintana Roo

I will NOT be coming back to this hotel and I DO NOT recommend anyone to stay here as well.

I was excited for my short vacations and to visit for the first time Tulum. Looking at hotels I decided to stay in Copal Tulum Hotel to relax and enjoy, after the good reviews and ratings online.

Unfortunately, my stay at the hotel was all but pleasant. On my second day, in the midst of tropical storm the power went off completely while I was on the bathroom getting ready to go out. When I came back, not only there was still no sign of the electricity coming back, but now there was also no water. I took a deep breath went directly to my room (there was no one at the lobby I could consult with) and thought “well, I’m sure the problem will by fixed tomorrow”.

After an awful night, I woke up to the surprise that there was still no water or electricity. Now I was worried, so I rushed to the lobby, only to find (basically all) guests from the hotel hurrying to leave the hotel. My positive mindset told me to wait a little longer, see if the problem was resolved while going out to get some breakfast. Sadly, as soon as I was back still the problem was not fixed. I asked in the lobby if they thought the problem was going to be resolved in the next hours but they gave me a negative and told me that they couldn’t assure me anything. To which I asked if I could get a reimburse for those two nights or at least one night, since I couldn’t stay any longer at a place where I couldn’t even flush the toilet. The person at the lobby was empathetical and after asking he’s superior, he led to fill out a reimbursement form for the two nights and apologized for the inconvenient.

So, I took all my things and spent my last day in Tulum looking for a new place to stay.

Nearly a month since this happened in my first e-mail, they apologized for the inconveniences that occurred during my stay, “caused by the tropical storm. As you well know. Tulum is a small town in the middle of the jungle with a very limited urbanization plan, since the priority is to preserve the jungle to continue enjoying these natural wonders.” They offered me a 10% on my next stay to which I was confused, after I sent a couple of e-mails to the hotel, called several times, with a lot of patience, due to the fact that the reimbursement hasn’t been effective, they always told me they were going to answer promptly to my case. Today I called one last time to which to summarize they replied that they won’t be giving me the reimbursement to their ‘policy’ and that they could only give me a 10% off my next stay.

I’m irritated and disappointed over all for the time they’ve made me waste. If they would’ve been up front from the beginning this would’ve been resolved weeks ago. I understand the situation wasn’t ideal but the hotel isn’t a cheap one in the middle of the jungle and I expected them to respond accordingly. I had a group of friends during that same time (tropical storm) who stayed nearby and payed WAY LESS for their hotel and always had water and electricity. Overall, I think they acted poorly on resolving this matter (lies or lack of communication, who knows) and also think that the hotel is expensive for what they offer.

So, if anyone reads this, just go somewhere else. Copal Hotel, hope this helps you to improve your...

First off, I have to say the hotel is very nice looking. rRooms are pretty clean and very friendly guest services as they took us through a tour of the entire property and told us about the no noise rule after 9pm. We were given a family room but were told the adjoining door was locked for privacy. We thought nothing of it as I have stayed in many hotels, especially in the US and it was never an issue

We went out for dinner and came back around 830. The adjoining room have music blaring and they were loudly singing. I decided to let it slide as it was not yet 9. 9pm no change. 915 no change so I Whatapp guest services (their preferred means of communication) to make a noise complaint and the response was "fix it no probleme". Nothing was fixed.

Went to reception to complain since nothing was clearly done. There was a line up and we were 3rd in line out of 4. The first person is helped then the 4th person runs to the front and starts speaking to the reception cutting us off. Instead of addressing them and saying there are people waiting in line, she just helps them.

The couple ahead of us (later found out were from the same town) had the exact same complaint. They have an adjoining room and can hear their neighbors partying. The receptionist takes both our complaints, and says she has to get approval from the manager for an upgrade.

We go back to our room and wait, check back about 20 min later, no response. Check back another 10 and she is still waiting to hear back from the manager. I remind them of the no noise policy they told us in the beginning. The reception says she will talk to them, we go back to our room and there is no change in noise and still no response about room change/upgrade. Go back again and the other couple is also back complaining and this time guest services is there. We also remind the guest service guy that he literally told us on the welcome tour about the 9pm noise rule and no one has done anything about it.

Guest services says they have a door attachment that will sound proof the room and maintenance will come and install. We said we want a room change but will try the door attachment. Around this time the blaring music stops but I can still hear music and conversation in the adjoining room. This is around 1030pm and have been waiting for this to be resolved before we can shower and turn in. 11pm no maintenance, so I went to the front desk and ask where is maintenance, its been 30 min. She continues texting and said ok, go to room and pack your bags, we will be changing rooms. total time to complete is over 2 hrs of waiting.

Finally get a new room. Room is older and made a few trade offs, old room smaller, newer with shower/bath. New room is older with kitchen, shower and outdoor jacuzzi. its 1130 pm and after wasting my entire night. I now have to unpack and shower and get ready to sleep. thanks for listening to my rant and review.

Overall review. Very nice hotel but experience ruined by quality of customer service, accountability of staff and ability to make decisions. I don't know how the other couple made out but hopefully they read my review and were able to get their room fixed as they have a much longer...

My fiancé and I stayed at this hotel for my birthday celebration. The entrance is cute, very green and rustic. I also noticed a strong smell of sage or some incense burning around the hotel. Upon checking in around 7pm we were told that their system was down so we couldn’t get key fobs for our room until the following day. I overheard some of the workers (speaking in Spanish) say that they actually were out of key fobs to give out. As promised, we got our key fobs the following day after other guests had checked out of their rooms. The staff wasn’t too responsive to our emails. My fiancé tried to request balloons and champagne before we arrived and he was told his message would be forwarded to the appropriate party and upon arrival there was no record of the request.

Our hotel room was moderately clean. I could feel the dirt on the floor when I took my shoes off. The shower is constructed in a way that results in the bath water just sitting on the shower floor and accumulates to a shallow puddle. When we showered, we repeatedly had to sweep the water down the drain with our feet. The staff at the hotel were very polite and charming, however, at times they gave conflicting information. My fiancé asked multiple times to have water delivered to our room but it never arrived. When we later asked for it again, another staff member told us that we had to go to the restaurant and buy it ourselves.

The restaurant food was very tasty. We’d rate it a 5/5 for a courteous staff, fast service and delicious food.

Lastly, we had communicated with the front staff through email during the booking process to let them know we wanted a round trip driver to pick us up from the airport and drop us back for our flight. My fiancé went to the front desk at 9 AM to check on the status of our request. He found out it had not be reserved! So we made that reservation again and was given a pickup time of 12:45 PM. We came downstairs to check out at 12:00 PM and waited for our driver. 12:55 PM and still no driver. The lobby at that time was full of angry guests checking out and asking for their drivers/taxis. We waited and asked again for a status update. We were told there was some mix up and that they were now getting us a ride. Unbelievable. Multiple people were in the lobby asking to leave and get their money back for various reasons. There was a couple in the lobby that was outraged, told me and my fiancé that they had witnessed a domestic violence incident when they ran to help a woman calling out for help. They said the hotel did nothing and provided not further security. We didn’t get picked up till 1:30 PM. We literally made it to the airport and had to rush to get to our gate right when they were making their last call.

To summarize our review, this hotel is a hit or miss. If you’re lucky, you’ll have a nice time and enjoy your stay but be weary because there were a lot of other complaints from the...