Muare Tulum Hotel — Hotel in Quintana Roo

First thing first, this is NOT a five-star hotel. I’m going to get into the reasoning for my previous statement but for luxury travelers regardless of your unique preferences, you must understand that this is not a five-star hotel. I’m not sure how they obtained this certification on Google or how they wound up on the Michelin hotel guide, but the experiences that I had at this hotel and in the surrounding area would never occur at an actual five-star hotel. I celebrated my 25th birthday here I was incredibly disappointed with my treatment.||||1. Check-in: I knew from my check-in experience that I had ostensibly been scammed. The hotel has you sign a waiver immediately before the front desk attendant jumps into all of the things that are not included with your hotel stay. Basic amenities like coffee and bottled water are not included. Breakfast is not included. The staff member who gave us the rundown was a blonde who I found to be unpleasant and passive-aggressive. She, like much of the staff, lacked warmth.She only got it together after I complained to her superior about her behavior directly.||||2. The rooms: The rooms are probably the only saving grace of this hotel. They are objectively nice, but they are poorly planned and poorly maintained. The room remained incredibly warm throughout our stay because the outdoor shower door was not insulated. All AC air escaped immediately because of this. The plunge pool, which is advertised as a key feature was dirty upon arrival. My partner didn’t even feel comfortable using it at any point because the pool water was a unique color. The pillows are comically, large and hard which caused neck pain during my stay. ||||3. The service: This is where my gripe began. As previously mentioned, the front desk attendant was not very friendly, And the manager also was unfriendly and rushed us through the room tour. He did not inform us that there were no phones in the hotel and that you would have to use WhatsApp to contact Hotel staff directly. Every single time you want water, you have to leave your room and go fetch it yourself because there’s no one to call to come get it immediately. The water pitcher was incredibly small, and considering there was no other way to drink water in your room. I told him that it was my birthday when booking and nothing special was done for me. Not a candle, not a balloon nor Did staff wish me well during check-in. The girl who works at the restaurant was also rude and passive-aggressive. Going as far as to ask me to tip her for a service that she didn’t even provide, and then became visibly upset when I refused because she didn’t provide me a service that I needed to tip on. Once I tipped her for actual service after breakfast, her entire attitude changed. Nobody at this Hotel cares about hospitality or customer service. They seem to hate their jobs and want to make it as clear to staff as possible. ||||The hotel: This five-star hotel sits on land with unfinished roads. To leave and return from the hotel requires expensive cab fares and an incredibly bumpy journey. An actual five-star hotel would pay to have their roads paved, regardless of the government’s neglect. The hotel has no common areas that are inside. Despite being in the jungle, there is nowhere to seek refuge from the heat and humidity other than your room. And remember the rooms are not very cold. You’re paying to access just a room and a pool. The pool itself is poorly maintained, pretty but not functional given that most people want to swim in pristine water. The property is small and more like a series of huts(the rooms) than an actual hotel. If the only thing you care about is Instagram-ready pictures then this is the hotel for you. No, no no||Management: The manager is a joke, and I want to speak to him directly because I voiced these concerns with him in person, and the only thing that changed was the attitude of the service workers to my face, but everything else remained mediocre and quite frankly pathetic. He was incredibly defensive when I voiced my concerns and instead of assuring me that I would have an incredible stay going forward he again just seemed upset that I even said something. He has no passion for this work and he really should not have the job that he has. I’m ||||Positives: The bartender and the other male front desk staff member were incredibly lovely. The welcome drink was delicious and the hotel was beautiful. ||||I give this hotel, a rating of one star which they truly earned. I will say the service was not exceptionally worse than the service we experienced outside the hotel so I do implore that you reconsider even...

Before choosing to stay at Hotel Muare we read the reviews and viewed the images of this picturesque hotel . It seemed perfect .. away from the hotel area, small intimate boutique style, sorrounded by nature , a spa , pool w day beads , restaurant and bar , who needs more . As soon as we walked in it was picturesque perfect. Exactly like the pictures we had seen. We were greeted w smiles and friendly faces. Praise must be given where its deserved Nydia and Fili were phenomenal! Their attention to customer service was superb! Daniel and Mauricio at the bar make fantastic drinks as well. Nicolas and Antonio were also very friendly we just didn't get a chance to get to know them as much as the others. Chef Julio made my birthday very special with special dishes he personally brought to our table . We were in awe ! We were so happy be at the hotel...

Things quickly started turning . We noticed ants in our room and bed every night . I understand we are surrounded by nature but we didn't expect to find them throughout the night as we were woken up by them . After this we started noticing many things the hotel was falling short on . For example .. very small detail. Yet impressions matter .. our room's Reed diffuser was empty , there are small gaps in the rocks for the outside shower.. not a big deal except our room was next to the pool and so is the shower.

As far as services that are really lacking .. the day beds and bean bags are super comfy and chic however they are always full of leaves and bugs . In my opinion if you are trying to build an image you should have a pool concierge who as you come to the pool they grab your towels , shake off all the leaves and bugs for you since again .. you are sorrounded by nature so it's only natural this would happen ... the pool everyday we were there was full of leaves both floating and sunken as well as ants and other insects . With that many trees management should keep up with this so their paying guests can enjoy a pest and leaf free pool .

The spa .. well .. its not finished . The pools were filled w leaves it looked semi abandoned .( beautiful architecture , though )

What I would say was the worst part is that everyday outsiders would come .. Influencers to take photos In the resort. Most of them were very subtle and quick . They did not disturbed the paying guests or anything. Our last full day there were 2 woman there w 4 camera men and a flying drone all over the pool and hotel area. There was 0 concern for guests intention of wanting to relax and enjoy an intimate gateway . They were all over the hotel and pool , next to our day bed, directing, having a buzzing drone flying all around you and above you . Management dropped the ball . You should have let guests know this was happening especially since this was over 5 hours!!! They took away our smoking bug defogger for their precious photo shoot while guests were getting bit by mosquitos . You care more about what an influencer portrays your hotel as ( and may I add these influences are not paying guests, nor do they actually stay in your facility.. they pose and create fake illusions of reality) while your guests reality and opinions do not matter to you. I may not care to have a million followers but I have friends that travel often and word of mouth and reviews are just as powerful . It's a shame because Muare has a lot of potential and it is really a beautiful place . If the owners and management apply themselves a little more and dedicate a little more care into guests stays they could be a hit .

Hopefully others experience will be better than ours.

I would definitely not recommend this hotel . Maybe a day pass for $30 minimum consumption but not for anything else . We would definitely not...

First thing first, this is NOT a five-star hotel. I’m going to get into the reasoning for my previous statement but for luxury travelers regardless of your unique preferences, you must understand that this is not a five-star hotel. I’m not sure how they obtained this certification on Google or how they wound up on the Michelin hotel guide, but the experiences that I had at this hotel and in the surrounding area would never occur at an actual five-star hotel. I celebrated my 25th birthday here I was incredibly disappointed with my treatment.

Check-in: I knew from my check-in experience that I had ostensibly been scammed. The hotel has you sign a waiver immediately before the front desk attendant jumps into all of the things that are not included with your hotel stay. Basic amenities like coffee and bottled water are not included. Breakfast is not included. The staff member who gave us the rundown was a blonde who I found to be unpleasant and passive-aggressive. She, like much of the staff, lacked warmth.She only got it together after I complained to her superior about her behavior directly.

The rooms: The rooms are probably the only saving grace of this hotel. They are objectively nice, but they are poorly planned and poorly maintained. The room remained incredibly warm throughout our stay because the outdoor shower door was not insulated. All AC air escaped immediately because of this. The plunge pool, which is advertised as a key feature was dirty upon arrival. My partner didn’t even feel comfortable using it at any point because the pool water was a unique color. The pillows are comically, large and hard which caused neck pain during my stay.

The service: This is where my gripe began. As previously mentioned, the front desk attendant was not very friendly, And the manager also was unfriendly and rushed us through the room tour. He did not inform us that there were no phones in the hotel and that you would have to use WhatsApp to contact Hotel staff directly. Every single time you want water, you have to leave your room and go fetch it yourself because there’s no one to call to come get it immediately. The water pitcher was incredibly small, and considering there was no other way to drink water in your room. I told him that it was my birthday when booking and nothing special was done for me. Not a candle, not a balloon nor Did staff wish me well during check-in. The girl who works at the restaurant was also rude and passive-aggressive. Going as far as to ask me to tip her for a service that she didn’t even provide, and then became visibly upset when I refused because she didn’t provide me a service that I needed to tip on. Once I tipped her for actual service after breakfast, her entire attitude changed. Nobody at this Hotel cares about hospitality or customer service. They seem to hate their jobs and want to make it as clear to staff as possible.

The hotel: This five-star hotel sits on land with unfinished roads. To leave and return from the hotel requires expensive cab fares and an incredibly bumpy journey. An actual five-star hotel would pay to have their roads paved, regardless of the government’s neglect. The hotel has no common areas that are inside. Despite being in the jungle, there is nowhere to seek refuge from the heat and humidity other than your room. And remember the rooms are not very cold. You’re paying to access just a room and a pool. The pool itself is poorly maintained, pretty but not functional given that most people want to swim in pristine water. The property is small and more like a series of huts(the rooms) than an actual hotel. If the only thing you care about is Instagram-ready pictures then this is the...