Maison Tulum — Hotel in Quintana Roo

▪ Overpriced room and rude service ▪

Great deception about that hotel. I will not go through everything in details, but here are the main points:

• We've reserved three nights at Maison Tulum, directly on their website, a few weeks before our trip. When we arrived, we were surprised to be told that breakfast wasn't included, despite the fact that we had chosen that hotel over another because Maison Tulum's website advertise that breakfast is included when three nights are booked. When asking the receptionist about it, he immediately and quite rudely responded that no, it's not included. I showed him the promotion advertised on their own website. He seemed surprised. Instead of apologizing, he started to try to find excuses to justify that breakfast will not be included: “If you booked through Expedia the promotion doesn’t apply!”, “Well, we’ve booked directly on your website”… He grabbed the phone, called the owner of the hotel and promptly passed me the phone, which I found very unprofessional. Within the first few moments spent in that hotel, I found myself on the phone with a rude woman who offered me a slightly aggressive monologue on the inexistence of included breakfast in her hotel. She didn't have any rational explanation about the fact that her website advertise a different information. As I didn't feel like dealing with that negative energy while in holiday, I just told them to forget about it.

• The receptionist gave me a copy of my reservation confirmation, which included the details of the payment. All my credit card information was printed on that paper, every numbers, expiration date and even the 3 digits behind the card, name and address. I don’t know why those information were printed and where the paper had been stored, but I know that this doesn’t comply with the Payment Card Industry Data Security Standard (PCI DSS).

• Arrived in the room, there was only one bath towel for two people and no toilet paper. We had to go back at the reception and ask for it.

• WIFI signal was weak and only worked in a specific corner of the room, which didn’t include the bed.

• I give two stars for the convenience of having a mini-fridge in the room and for the beautiful rooftop...

Positives: The location of Maison is great, a short walk to the main road and to the ADO bus station but out of the main 'noisy' area We loved the decor and the authentic feel of the place, especially the rooftop areas The room was spacious and clean The cafe served nice food and the people serving were lovely The staff in general were very nice and helpful and made us feel at home

Negatives: when we arrived at 8.30pm the main door was locked (it's always locked for security), but we had to wait for quite some time ringing the bell before anyone came to let us in. the description when booking said that bikes were available to rent from the property which was not the case, however they did recommend where we should go for this the property does feel a little old with a slight musty smell, low water pressure etc. this didn't bother us as we were only there for 1 day but may bother others we were very unfortunate that on our second night there was a huge party/concert across the road which started at around 6pm and went on until 2am with extremely loud music. While this is of course not the fault of the property, it was not acknowledged at all by anyone when we didn't get any sleep and was impossible to ignore. That really let the score down as it was just such an awful night and we had a long day of travelling...

Positives:|- The location of Maison is great, a short walk to the main road and to the ADO bus station but out of the main 'noisy' area|- We loved the decor and the authentic feel of the place, especially the rooftop areas|- The room was spacious and clean|- The cafe served nice food and the people serving were lovely|- The staff in general were very nice and helpful and made us feel at home||Negatives:|- when we arrived at 8.30pm the main door was locked (it's always locked for security), but we had to wait for quite some time ringing the bell before anyone came to let us in.|- the description when booking said that bikes were available to rent from the property which was not the case, however they did recommend where we should go for this|- the property does feel a little old with a slight musty smell, low water pressure etc. this didn't bother us as we were only there for 1 day but may bother others|- we were very unfortunate that on our second night there was a huge party/concert across the road which started at around 6pm and went on until 2am with extremely loud music. While this is of course not the fault of the property, it was not acknowledged at all by anyone when we didn't get any sleep and was impossible to ignore. That really let the score down as it was just such an awful night and we had a long day of travelling...