Macondo Tulum — Hotel in Quintana Roo

I regret to inform you that my stay at Macondo Tulum was nothing short of a nightmare. Despite its beautiful facade, the experience was marred by abysmal service and appalling conditions.

During our three-day stay, we endured the unimaginable inconvenience of having no water. Despite assurances of a full refund for the three nights, the hotel management failed to honor their commitment. Numerous attempts to follow up were met with disregard and delay, leaving us in limbo for months.

Their proposed solution to the water crisis was absurd – suggesting we fetch water from the pool for basic necessities like showering and using the toilet. This lack of regard for basic hygiene and comfort is simply unacceptable.

As we approach March, the promised refund remains elusive, casting doubt on the hotel's integrity and customer service. I am utterly disappointed by the lack of accountability and professionalism displayed by Macondo Tulum. One star is a generous rating given the horrendous experience we endured.

To potential guests: beware of false promises and disregard for customer well-being at this hotel. The rooms look and are nice and the area of the hotel is good but they are nothing else as a group of false promises....

The place is pretty but we can write a whole list of all the bad service, we have places that we rent like this and we care a lot about costumer service, here they didn't care at all, the place was dirty when we arrive we have to wait 1 hour after check in time and a long trip they did not clean well, there was only 2 glasses for 6 people, wine glasses broken we report them since day one they never give us new ones they say they have a BBQ we bought a lot of food to cook and there was no gas bottle we ask for one they give us an empty one we give it back and ask for a new pne every day they never give us one back, there was ni water for 2 days, we ask the number of the managers they never give it to us always a wrong number. They ask a deposit for my dog and in our check out there was no one to give me the deposit back, we ask to transfer the deposit and they don't want to do it. And seriously the list can continue. Worst service I ever have. Not...

This place is horrible the property doesn’t have check in till 11 pm like it states. Receptionist gets there at 9 am to 3 pm. We ended up getting there at 9:30 pm no one was there. I called and message the number I was provided and no one ever answered. I would advise to call before booking you would see that they would never answer because I was calling to informed them we were not going to arrive at 3 pm for check in but we will be there at a later time and no ever answered we ended up staying in the car till the following morning and no one knew anything or where to complain. I we weren’t the only ones with this problem. The toilet seat was not attached, the towels were so old and see through, the sofa were dirty and it had cigarette burns. The sheets were stained and the mattress was dirty and it smelled like pee. The pool was very dirty and green. The house pans and pots were not in good...