Irie Tulum — Hotel in Quintana Roo

New hotel with great potential, but lots of little things that need to be improved to get things going. We booked a single night to check the place out and were told it's fully booked despite having booked through booking.com. We were able to make a deal as we intended to stay in a penthouse for 4-5 nights anyway, so they let us stay in their multi-room condo, which unfortunately wasn't properly prepared (not cleaned, coffee machine had a used filter in it, lots of mosquitos in the room, no coffee or water available) but we had a place to stay. We also used their gym on that day, and the gym is absolutely great for a hotel gym despite the fact that one machine is broken and there's no water in the gym although it was advertised. The next day, we moved to our penthouse, which was absolutely fabulous. Very nice rooms with lots of wood and generally a very nice design and style. On second glance, we realized that the cleaning staff is not yet as efficient as they probably will be soon (see pictures). Lots of dust, many things were forgotten (water refill, coffee refill, new towels in the showers were often taken away but not replaced, and there never was any hand soap at all throughout the entire stay) but we have to say that every time we told staff about one of those things, they immediately remediated the issue which was absolutely great. There was just a general lack of proactiveness. In both rooms we had (the condo and the penthouse) there was initially no hot water in the showers, which we learned could just be turned on by the management. Why it wasn't turned on despite the fact that our PH was rented the night before we don't know. Also, the private pool was only cleaned after we requested it - but then it was cleaned well and although the pump only runs two times a day for a couple hours, it stayed mostly clean through the day. Now the single most impacting issue we encountered was: power outages. Almost every day (4 days out of 6), there was no power due to construction work going on in the neighbourhood, and sometimes for up to 6 hours where you couldn't shower (pumps wouldn't work), use the toilet (!) or use Wifi or just charge your phone. Definitely not the hotels mistake, mind you but the way this was handled was very questionable. Sometimes we were told it would be for one hour, and after asking again four hours later they would say that the really had no clue (why say anything in the first place then?). One morning, the chef who makes absolutely great breakfast wasn't present. We asked the staff why (at around 8:20 AM) and were told that since there would be a power outage, he couldn't cook anyway. He usually arrives before 8 AM so they quite obviously knew already the night before that power would be out - no info to any of the guests. Again, it all boils down to how they handle things and communicate: they react well when being told about a problem, but there's absolutely no proactiveness and really poor customer service in the sense that they are not at all trying to compensate for the problems this new place in a new area with lots of construction working going on still has. They could have reduced room rates, provided free breakfast, or drinks to make things right, or simply have proactively and transparently communicated that there are still issues - not of which happened. Also the restaurant closes daily at 5 PM which wasn't advertised either (we'd have loved to enjoy the great kitchen also in the evenings instead of venturing in the crowded town full of tourists). At least we got a free late check out (without power, but at least it came back in time so we didn't have to clean ourselves in the pool like the other night). Just a shame that we were only granted the late checkout after showing proof we left a 10/10 review on booking.com - a questionable business practice. But again, great people, great hotel but probably only in a few weeks or months when routine...

I was so excited to be staying at this hotel! I will be very honest in this review in hopes that the hotel can improve and really live up to its customers' expectations. The hotel was nice and the rooms were as pictured.

We had a few issues that we encountered that I think are important for anyone staying at this hotel to know and expect...

The service of this hotel is lacking. We were there for 6 days, and never once were we refilled with sugar for our coffee. We were given 2 plastic water bottles on the first day and never again.. when asking the front desk to get us water, they said we should be refilling from the gym.... we got the penthouse with 6 people. Sharing 2 bottles for 6 days seems outrageous. Not to mention, the refilling of the waters at the gym was never told to us at checkin...

Another issue we encountered is that we asked the hotel staff to book us dinner at a restaurant... we were told the reservation is confirmed, yet when we go down with my family, he tells us that they never answered and to try our luck at the restaurant with a walkin. This was a bit disappointing considering that this was not communicated to us, and now a family of 6 is fumbling to try to find another restaurant.

The showers and the shampoo dispenser for showers were stuck and not letting any soap out. When I opened the bottle, I saw Chunks of bar soap in the shampoo bottle, which tells me that they are not actually using shampoo. The "body wash" was filled with water rather than soap as well to really cut costs.

The water we showered in was actually salt water as well. (Maybe it's bc the area was new), but we never really felt clean, and our hair was extremely dry after 6 days of being here.

Depending on the room you get, there are generators that are basically on all night, so if you are a light sleeper, just be aware that this is a possibility.

Our private pool was half covered from 1 side bc there is so much construction right next door. I understand that this is so that the workers can't look in, however maybe it's better not the have this room available as it really took away from us using the pool and enjoying out time on the roof.

Lastly, I really felt that the hotel was taking advantage of its guests. Whenever asking about an excursion or visits to cenotes, the hotel quoted a price almost 4x the price rather than anywhere else in Tulum... We really felt that they were taking advantage of their customers. It was so disappointing as we really felt that we always had to double check and question their pricing, and needless to say, we NEVER booked through the hotel.

I picked this hotel bc it had a room for 6 people and a pool that allowed us all as a family to hang out. However when each day something happens to make us have to call the concierge or have to go down to the restaurant to get what we need frustrations begin to build and it doesn't seem like much of a vacation. I hope that this hotel begins to work on their service as it is...

We stayed at the hotel for 6 nights. The aesthetics are very beautiful, very natural. We had some minor inconveniences, such as the tap water being unfiltered cold and salty. The staff seemed unprepared for the matter, we were promised twice over the span of two days if something could be done about it, in particular about the water temperature, but only on the third day we were told that it was just the hottest it can get and nothing else.

The rooms were tidy on the surface but we found spider webs under the toilette sink. We did not raise the matter because a couple spiders in this locations are expected.

There is a nice looking pool in the hotel, though it’s not very maintained. I spent some time in it, but the water was personally very cold, and I did not see anyone else of the guests use it.

Furthermore, there’s a spacious yoga room on the rooftop but sadly it looks pretty abandoned. Tv card box and broken children beds are to be found on the passage to the entrance. The insides are very dusty, but the atmosphere would otherwise be nice.

On two occasions the elevator would not work / be out of service, making the narrow staircase the only way to access the rooms.

The restaurant is tightly fit and we had not the pleasure to try dishes as it was mostly closing early and not well furnished. It was challenging to get a coffee on our first day.

Finally, the staff: The main receptionist are very laid back and calm. They’re pleasant to talk to though seem seldomly absent. We had a major accident on our third day with the laundry service though. We asked if we could benefit from it, specifically asking for a delicate program ( commercial clothes but wanted to be safe ). They ensured us that they would be capable and told us not to worry but when the clothes came back they were shrunk :( totally unusable, would not even fit us. we had to throw over 60% of our total clothes for our 2 weeks holiday after being told that the hotel would not reimburse us even partially. An estimated damage of 12.000 MUSD / 662 USD….

Overall a really cool looking hotel, far from the city and in a relaxed neighborhood ( aside from the continuous noises of constructions, due to two nearby hotels being built around it ). On the surface, our little lost paradise. Underneath, poor services, unfriendly and dishonest managers who are hoping to get away with poor practices and personal item damages.

Edit: I forgot to mention that despite the pictures of a rooftop swimming pool, the terrace is abandoned and there’s no water nor access to most of its...