Hotel Milam, Michelin Key winner — Hotel in Quintana Roo

Disappointing Experience at Milam Tulum – Not Worth the Michelin Key|I visit Tulum frequently and always stay at Nomade Tulum, which I absolutely love. This time, I decided to try Milam Tulum, drawn by its Michelin Key recognition, expecting a high-end experience. Unfortunately, what I encountered was poor communication, disorganized service, and a lack of professionalism.||Check-In Confusion & Lack of Information|My trip was last-minute, and I booked the hotel upon arrival. The front desk staff initially told me to book through their website, but since my internet wasn’t working, I struggled for 10 minutes before they finally processed it manually. Check-in time was 3 PM, so we left and returned at 5 PM, expecting a smooth process.||The receptionist at that time (different from the one I met earlier) informed us that our check-in was complete and escorted us to our room, explaining its features and amenities. While I appreciated this, I later realized that no information was given about hotel activities, dining options, or other experiences available to guests.||Uncomfortable Bed & Mismanaged Activities|The room was clean, stylish, and well-maintained, but the mattress felt old and uncomfortable, making it hard to get a good night's sleep.||The next morning, I woke up early for a yoga class, only to wait 15 minutes before realizing it was actually held at their sister property, Hotel Bardo—something no one had informed us about. When I asked reception about it, they casually mentioned the class was at another location, as if it were common knowledge. At that moment, I realized we had been completely left out of the check-in experience that other guests had received.||I later saw other guests checking in, receiving welcome cocktails and full briefings, which we never got.||Poor Communication & Guest Treatment|After repeatedly requesting information, I eventually received some details via WhatsApp, but the responses were incomplete and vague.||At one point, I approached the front desk in person to ask for a simple guide or schedule, but instead of providing one, the staff member offered me a free drink. This made me feel uncomfortable, as if I was just looking for freebies rather than the basic information I should have received upon arrival.||Then, at 11 AM, I received a text offering a complimentary breakfast. When I responded that we had already eaten, the reply was, “Sorry, that was sent to you by mistake. This message was meant to another guest” This level of disorganization and lack of attention to detail was frustrating, especially at a hotel of this caliber.||Attempted "Compensation" & NDA Request|After voicing my concerns to reception, the hotel left a small dessert in our room and offered free breakfast the next day. However, by then, I had already lost trust in the experience and chose to eat at Nomade instead.||The worst part? At checkout, the receptionist handed me a document stating that, because I had accepted "compensation" (the free breakfast, which I declined), I had to agree not to say anything negative about the hotel or take any action against them.||They tried to get me to sign an NDA in exchange for a free breakfast.|Of course, I refused.||Final Verdict|For a hotel with a Michelin Key, I expected outstanding hospitality, attention to detail, and a seamless guest experience. Instead, I encountered poor communication, an unprofessional approach to service, and an attempt to silence feedback.||If you're looking for a beautiful hotel with great design but don’t care about service, this might work for you. But if you value hospitality, organization, and professionalism, stick with Nomade or other well-managed properties in Tulum.||Would I return? No.|Would I recommend it? Only if service isn’t a priority for you. I am not even talking about the room full of water coming from the air conditioning and no water in the showers for the...

Disappointing Experience at Milam Tulum – Not Worth the Michelin Key|I visit Tulum frequently and always stay at Nomade Tulum, which I absolutely love. This time, I decided to try Milam Tulum, drawn by its Michelin Key recognition, expecting a high-end experience. Unfortunately, what I encountered was poor communication, disorganized service, and a lack of professionalism.||Check-In Confusion & Lack of Information|My trip was last-minute, and I booked the hotel upon arrival. The front desk staff initially told me to book through their website, but since my internet wasn’t working, I struggled for 10 minutes before they finally processed it manually. Check-in time was 3 PM, so we left and returned at 5 PM, expecting a smooth process.||The receptionist at that time (different from the one I met earlier) informed us that our check-in was complete and escorted us to our room, explaining its features and amenities. While I appreciated this, I later realized that no information was given about hotel activities, dining options, or other experiences available to guests.||Uncomfortable Bed & Mismanaged Activities|The room was clean, stylish, and well-maintained, but the mattress felt old and uncomfortable, making it hard to get a good night's sleep.||The next morning, I woke up early for a yoga class, only to wait 15 minutes before realizing it was actually held at their sister property, Hotel Bardo—something no one had informed us about. When I asked reception about it, they casually mentioned the class was at another location, as if it were common knowledge. At that moment, I realized we had been completely left out of the check-in experience that other guests had received.||I later saw other guests checking in, receiving welcome cocktails and full briefings, which we never got.||Poor Communication & Guest Treatment|After repeatedly requesting information, I eventually received some details via WhatsApp, but the responses were incomplete and vague.||At one point, I approached the front desk in person to ask for a simple guide or schedule, but instead of providing one, the staff member offered me a free drink. This made me feel uncomfortable, as if I was just looking for freebies rather than the basic information I should have received upon arrival.||Then, at 11 AM, I received a text offering a complimentary breakfast. When I responded that we had already eaten, the reply was, “Sorry, that was sent to you by mistake. This message was meant to another guest” This level of disorganization and lack of attention to detail was frustrating, especially at a hotel of this caliber.||Attempted "Compensation" & NDA Request|After voicing my concerns to reception, the hotel left a small dessert in our room and offered free breakfast the next day. However, by then, I had already lost trust in the experience and chose to eat at Nomade instead.||The worst part? At checkout, the receptionist handed me a document stating that, because I had accepted "compensation" (the free breakfast, which I declined), I had to agree not to say anything negative about the hotel or take any action against them.||They tried to get me to sign an NDA in exchange for a free breakfast.|Of course, I refused.||Final Verdict|For a hotel with a Michelin Key, I expected outstanding hospitality, attention to detail, and a seamless guest experience. Instead, I encountered poor communication, an unprofessional approach to service, and an attempt to silence feedback.||If you're looking for a beautiful hotel with great design but don’t care about service, this might work for you. But if you value hospitality, organization, and professionalism, stick with Nomade or other well-managed properties in Tulum.||Would I return? No.|Would I recommend it? Only if service isn’t a priority for you. I am not even talking about the room full of water coming from the air conditioning and no water in the showers for the...

Hotel Milam is truly in a league of its own, and it’s no wonder it’s a Michelin Key Winner. From the moment we arrived, we were immersed in outstanding service and hospitality. We were welcomed with refreshing drinks, and the staff immediately offered to hold our bags—perfect for a seamless start to our stay. They went above and beyond to make sure we were comfortable, even coordinating taxis for us, which is so helpful given that there are no Uber or Lyft services in Tulum.

The room service and cleanliness were impeccable. Each day, the room was thoroughly cleaned, and trust me, I put it to the test with both Lysol and a blue light! The staff’s attention to detail in maintaining such a pristine environment only added to the luxurious experience.

The location, though a bit removed, adds to the unique charm of the hotel. Nestled amid lush jungle surroundings, it truly felt like stepping into a serene oasis, and I felt like Georgina exploring the jungle! This secluded vibe, paired with the boutique design and ambiance, made it one of the most beautiful and intimate hotel experiences I’ve ever had.

For those staying over the weekend, I highly recommend trying out the Saturday morning yoga sessions and sound bath. These offerings provided such a relaxing, grounding start to the day, enhancing the peaceful and rejuvenating vibe that makes Hotel Milam so special.

If you’re looking for a memorable and intimate getaway, especially with a significant other, this place is a 10/10. It’s a hidden gem that combines luxury, nature, and exceptional service—run, don’t walk, to Hotel Milam for a truly...