Era Hotel & SPA Tulum — Hotel in Quintana Roo

Unfortunately this response doesn’t apply to anything the owner Veronica Genovali said directly to me and placing her response on a social media (responded to the review I first wrote, which will be attached below to this new review again). She was extremely unprofessional about my review. My intentions were to ask people on this social media platform about the hotel’s policy, I was looking for suggestions from a personal prospective and she decided to expose my private conversation between the hotel and myself that included my personal information to everyone. She also threatened me to placed my passport all over Tulum exposing me because of my conduct (what conduct? expressing my opinion? (I’m allowed to write my opinion where people can find out what I went through when trying to figure out this matter). What kind of owner refuses to provide me with my refund because of her outrageous policy and now she made it clear, I wasn’t allowed in her hotel (I have proof of her statement ) She has kicked me out of Era Hotel Tulum and is still not providing me with a refund. What is $499.80 to this boutique hotel? She would have enough time (25 day in advanced I notified the hotel) to have someone rebook this room with a higher rate then what I pay on February 8, 2021 but she decided not to make any exception. The owner Veronica Genovali has banned me from staying at her hotel Era hotel Tulum and not providing me with the refund. I was not planning on canceling my reservation, I was asking and voicing my opinion on this social media platform asking for suggestions, confirming if anything else could be been done and if anyone went through this scenario before, to get peoples feed back. So your response is irrelevant

1ST REVIEW

So upset Era Hotel Tulum & Spa is refusing to give me my full refund. I was planning to cancel my reservation with them, I’m giving them almost a month in advance and they are not being courteous and just flat refusing to give me full refund. This is their statement “The reservation is non refundable, which means there is no refund under any circumstance.” I was looking forward staying with them but since I will not be renting a car, everything will be so far for me so I’m was planning to cancel and find a place that is more convenient where everything is closed by but now I’m forced to stay with them, not planning...

I recently had the pleasure of staying at Era Hotel, and I must say it was an absolutely delightful experience from start to finish. This establishment truly deserves every one of its five stars.

From the moment I walked into the lobby with Katherine, I was greeted by a warm and welcoming atmosphere. The staff was not only professional but also incredibly friendly, going above and beyond to make my stay memorable. Check-in was a breeze, and the concierge was always ready to assist with any inquiries or recommendations for local attractions.

The room itself was a haven of comfort and style. Impeccably clean, tastefully decorated, and equipped with modern amenities, it exceeded my expectations. The attention to detail was evident in every aspect of the room, from the plush bedding to the well-appointed bathroom. I especially appreciated the thoughtful touches, such as complimentary toiletries and a well-stocked minibar.

One of the highlights of my stay was the breakfast experience at the hotel's restaurant. The menu featured a diverse array of culinary delights, and each dish was a masterpiece of flavor. The chefs clearly take pride in using fresh, high-quality ingredients, and it showed in every bite. The ambiance of the restaurant was equally impressive, creating the perfect setting for a memorable meal.

Era Hotel also boasts fantastic amenities, including a relaxing spa. I took advantage of these facilities and was thoroughly impressed with the quality and cleanliness. It's clear that the hotel prioritizes the well-being and satisfaction of its guests.

The location of Era Hotel is another feather in its cap. Conveniently situated near popular attractions and with easy access to transportation, it made exploring the city a breeze.

In conclusion, Era Hotel exceeded my expectations in every aspect. The combination of outstanding service, luxurious accommodations, and top-notch amenities make it a true gem in the world of hospitality. I wholeheartedly recommend Era Hotel to anyone seeking a first-class experience, and I look forward to my next stay at this exceptional...

Thank you Anola, Jorge, Eddy, and the entire Era staff for an amazing stay and experience! Seriously, the best service I have EVER encountered from a hotel. They were VERY attentive to everything we needed and asked for. Not only were they attentive, but they were super easy to talk to and were always so friendly with the BEST smile on their faces EVERYTIME OF THE DAY or NIGHT! I love that they use whatsapp (a chat app) as a form of communication as well. They were so helpful when you needed a taxi! Just tell them where you want to go and they will call you one and even give you the exact taxi # you will take which made us feel safe to know they are aware of who we are riding with! The amenities ERA offers is everything you will ever need, every room has a view of the beautiful pool, a spa upstairs and a cafe/restaurant. RITUAL SPA was worth every pesos :-) my bf and I felt so relaxed the entire day. The neighborhood was super safe, we walked to and from centre de tulum which was an awesome experience for us to explore the culture and the people. The location of ERA is in between everything you need! Its about 15-20 min taxi ride to the main beach area, 5-10 mins from centre de tulum and more! This was perfect for us because of covid and all, staying in a small boutique with only 6 rooms helped us avoid the crowds and honestly, it was SO peaceful! ERA followed every covid precautions and protocols to make us feel safe. They sanitized our luggages as soon as we arrived, they all wore face shields/masks and had hand sanitizers available and last but not least, they offer covid testing in the comfort of your own hotel room for those who need to show proof of a negative test before flying back home!! Which we needed and the service was excellent and convenient! Thank you thank you and a million more thank you! I can't wait...