Hotel Biwa Tulum — Hotel in Quintana Roo

I booked this hotel after having a terrible night of no sleep at my previous hotel. Loud club music until 4am, barking dogs and hotel staff talking in front of my door. So I didn't expect much coming to this hotel, knowing that Tulum is a noisy town , loud club music and barking dogs are part of it. The previous night I drove by with a local friend who told me it is a nice hotel situated in a more quiet area. So I went ahead and booked online. I requested an early check in. I arrived an hour before check in time but the front desk was not able to accommodate me. They suggested I leave my bags and come back but at this point i was too exhausted and tired and I just wanted to sleep. So I told them I will wait in the lobby. 40 minutes later my room was ready ( at exactly 3pm) would be nice if next time they would have a little empathy for their guests and help accommodate their special requests . Little things like this can really increase your rating and make a difference wether people choose to come back or not. They also leave a positive lasting impression and result in more recommendations through word of mouth. In this case the hotel failed to stand out. I also requested a quiet room, another request that was turned down by the hotel stating that all their VIP rooms facing the back were taken. So I wasn't VIP enough? Room was not cheap so at the price I paid don't get why they didn't at least make an effort to accommodate my request. My room was clean and beautiful with a fridge and Nespresso machine that I did not use since I don't drink coffee. I had a microwave,cutlery which I did not expect but that I used well. Sadly there was nowhere to sit and eat. The place lacked plug outlets too with the ones available not strategically placed. Noise wise even though hotel did not accommodate my request for a quiet room, I found I heard no noise whatsoever as long as my windows were closed. I slept like a baby that night . The shower was beautiful but I had not hot water, just lukewarm which was frustrating. The fridge did not work properly and did not cool my water. The blow dryer did not work at all and I didn't bother with the hassle of asking for another one since I was only there one night. They had bikes for rental and a cute pool area. They had a cafe attached to the hotel too. The room rate included a breakfast with simple options to order. I took the vegetarian quesadilla which I found pretty darn bland so the food here is made to cater to gringos. Evening staff was nice. I had some nice conversation with young staff member about music and that was fun. Definitely not a perfect place as far as customer service is concerned but I would surely stay here again and would definitely consider this place as one of the good, clean,affordable options for Tulum. UPDATE: After reading the hotel's response to what I see as a somewhat good review... I had to TAKE OUT 2 stars. The hotel is disputing the time I checked in saying it was not 3pm but 2h40 basically calling me a liar. Also pretty much blaming me for their shortcomings and making me look like a bad client instead of simply apologizing for not being able to accommodate me. Very unprofessional response to blame your clients. We are your business! My reviews are an honest reflection of my own experience at your hotel and if i had a bad experience you need to stand accountable for what YOU did to make my experience bad and not blame it on me. That is very unprofessional. As a result what I Initially rated you 3 out of 5 stars is now 1 out of 5 stars due to your...

Due to a power outage at the house in Tulum I needed a place to stay. The price on booking showed $167 but was crossed out to be $65. It is not worth more than $75. The hotel is located is on a busy street; they need to have at least double paned or triple paned glass to block the noise. The rooms face this street and you will hear sounds typical of a Mexican street..loud cars and trucks and huge speakers mounted on vehicles blaring selling things/music all night. The other side faces cinder block "houses" with barking dogs, chickens and underwear and clothes drying on lines. The check in was easy and quick; the two people working spoke English. You need to use your room key for electricity to work in the room so if you leave leftover food or milk in the small fridge it will spoil if you leave the room because the fridge will not be working since you take the room key with you. They give you a bracelet to enter the property at night and charge your credit card if you lose it or your key card, or if towels are missing from your room. The sheets, towels, pillows seemed to be clean and in good shape. There is a nice restaurant within walking distance but be careful at night. They give you one small plastic bottle of drinking water and that is it. There is a restaurant on site that is open for breakfast and lunch but not open for dinner. In the room there is a capsule coffee machine with 2 mysterious capsules..but no water to make any coffee. I suppose this hotel is okay for one night if you are a heavy sleeper. The wifi worked fine, there are outlets next to the bed for charging, and the ac in my room worked fine although checking into the room the temperature was at least 100 degrees so it took some time to cool down. In a pinch I would stay there again..but it is not worth more than $75/night. Oh, there is an elevator which is not that common in Mexico so if you do not do stairs, or have heavy suitcases it is nice to have the elevator as an option. Edit after owner replied: Eco friendly hotels do not use plastic water bottles. Hotels should have drinking water for customers without having to buy another plastic bottle. Same with coffee. Just put water and coffee in the lobby so customers can fill up their re-usable water bottles and not use those capsules which again are not eco-friendly. Tulum is full of trash everywhere..and the municipal dump is over capacity. If the tourism industry like hotels does not do something fast Tulum will be ruined as a viable tourist...

I stayed here on 9/22/25 - 9/26/25 and I have to admit that the rooms are beautiful and comfortable. I was in a 2 bedroom suite with a full kitchen, living room, 1 bathroom and balcony. One room had a queen bed and the other had 2 twins. During these days the temperature in Tulum was in the high 90s with extreme humidity. Upon checking in we were told to insert a key card into a card port to have access to electricity in the apartment. Without the key card being inserted nothing turns on or works including the air conditioner. When we would leave to do our tourist activities we would leave the key card inserted so that we would return to a fresh and cool apartment. We quickly found out that this is not allowed. Each time housekeepers would come in they would remove the key card so that the air conditioner would turn off. Leaving the air conditioner off the entire day so that the heat inside our rooms would be unbearably and dangerously hot when we returned. I believe they do this to save on the electric bill and therefore inconveniencing their guests. Even after I went down and told the front desk guy to tell housekeepers to leave the key card inserted after we leave the hotel they kept doing it! Each day we were there they would remove the key card. They didn’t care that the temperature inside the suite would be extremely suffocating and dangerous for anyone to walk into. Imagine walking around in the heat outside only to walk into a dangerously hot hotel room. It would then take over an hour to cool down! This is dangerous but they just dont care! Also, do not make a reservation here without bringing ear plugs. The noise from the streets is very loud. There is no moment of peace and quiet. Bring ear plugs! And the WiFi is terrible. They don’t have regular tv channels on the tv but you can login to your streaming platforms but the WiFi is awful so you’ll never be able to watch anything without it just stopping. So for these reasons I have to advise everyone that this is not a 4 star hotel it is more like a...