Naala Tulum — Hotel in Quintana Roo

Alright so this is going to be a very honest and thorough review. I will give credit where credit is due and vise versa:

Check In: The process was easy and pleasant. The lobby smells amazing and the decor is very Boho. One turn off was them letting us know off the jump that any stain to a towel will be charged. So ladies no makeup, blood etc on the towels or you will pay.

Room: The room temperature was comfortable and came with a mini split and a fan to control the temperature to your liking. The decor was minimal and chic. The minibar was well stocked with water, soda and beer and mini liquor bottles. I HIGHLY recommend inspecting the snacks to ensure the last person did not eat the Pringles and shove rocks in the empty can, because you will be charged. I also recommend taking a picture of the fridge every morning before housekeeping shows up because they will charge you for stuff you didn’t drink. The snacked at the gas station (OXXO) are much cheaper and is right down the way.

Pool/Rooftop Bar/Breakfast: The pool area is nice but could use some work still. For a new hotel, the upholstery is old and torn. Breakfast is not the best but it’s free. Usually consisted of runny eggs, fruit, waffle/pancakes and on occasion chilaquiles. If you want something different than the four free options you could order a la carte, but be careful to ensure they’re charging you accurately. You cannot be shy about getting the waiters attention, over and over. If not you’ll be waiting for a while as they will pass by and not acknowledge you.

Housekeeping: House keeping is never consistent. One day you’ll get a towel mat for the shower. A hand towel and two towels. The next day you’ll get only two towels. The Do Not Disturb sign is not respected. They’ll knock and enter even if it’s hanging.

We tested this by leaving it hanging and left for the day. Upon return the do not disturb sign was hanging back in the room and it had been cleaned.

The elevators in the hotel are a hit or miss. Either one or the other works leaving only 1 elevator which you compete for with the staff.

The rooftop bartender Samuel is awesome. He’s very passionate about mixology and gives great conversations.

Extras: The hotel has bikes for rent which cost $90 pesos ($5 usd) a basic moped for $850 pesos and a Vespa for $1,200 pesos. If you need to iron they will provide an iron but no ironing board. I just used my bed. If you want to go to the Tuluminati area(hotel zone), they can call you a taxi. They’ll typically charge you $450 pesos to get to the hotel zone but if you’re foreign be ready to be charged more. The taxi union has set a max price to $450 so be sure to ask the price before you board the taxi and if they say more than $25 let them know that you know the max charge.

Overall this hotel has potential but needs ALOT of work in terms of service. The wait staff needs training and the house keeping staff needs to have a standard...

Man oh man,

I would leave zero stars if I could. For starters the check in was amazing, signed in for 3 people and paid at the hotel with Francisco. 3 passports, 3 room keys, 3 signatures. I’ve stayed at this hotel 3 times this year, so this is not biased. I think I am so mind blown at the horrible customer service, and lack of supplies.

Come down the night in which we checked in after dinner as we are missing towels. Sorry we have zero towels in the hotel, not even pool towels. On New Year’s Eve, eve. Btw. Okay, can you leave a note in the book for the morning staff for me to be partially refunded as I can not shower.

Go down next morning, 9am. No towels. No boss, or no authority to speak with in regards to not being able to shower.

Then after I’m persistent in wanting towels they tell me there is a $120 charge for an extra person in the room, mind you I paid at the hotel and checked in 3 people as they gave us 3 bracelets.

All while, still telling me I do not have towels to shower and it’s nothing they can do about it.

Could not issue a refund because the boss is not there or hotel manager never comes in on time only when he feels like it. Not only was I mind blown at the mid stay charge, when they should have said that at check in. The HORRIBLE customer service from the guy with blonde hair, and the tall night time guy were unbelievable, I would never let them work at my hotel.

Day 3, night before we check out, Lucia (who was the best front desk person and really understanding, that due to us honestly not being able to ask for a simple towel whether it was 2 or 3 people I’d unacceptable. Lucia was great, and Fransico who initially made the mistake were great. The other front desk staff should be fire.

Lucia now has word from her boss for the towels they can give us a 30 min massage, breakfast, and use of the bikes. In which my reply was, I don’t want to take this “settlement” if you’re going to try and charge me $120 USD upon my check out. She said she would speak to the boss,

Low and beholddddd! Here comes check out today, new front desk staff I haven’t seen in 5 days . Checks out “you owe, 2400 pesos” which I instantly translate as $120 / and I’m in disbelief, I said I was not paying and he needs to contact his boss. Why the tall night time guy standing to his right that already has horrible customer services tells the man, to call the police.

Now I’m laughing. Not only was it their mistake, they didn’t have towels, didn’t have iron, had horrible customer service they've now threatened to call the police because we need to pay for their mistake.

I used to rave about this hotel. DO NOT STAY UNLESS THEY HIRE A NEW STAFF AND GET A SURPLUS OF...

Dirty. Got in my hotel room just now… the remote for the air conditioner is covered in sticky stuff and there is bright red hair on the pillow and chunks of it on the shower wall. The lady who came to clean the remote control wiped it with a dry cloth. That’s not sanitizing! I had to sanitize it with an alcohol wipe. And the hand soap pump is just refilled. It has grime all over it. They don’t bother wiping these things down when ppl check out. If you’re a clean freak, do not come here. I went to shower the first night and the conditioner was green translucent slimey looking substance, but I thought “hey.. maybe it’s a different.” Nope. I put it in my hair and my hair hardened. I brought it to the guy at the front desk with the conditioner from my dads hotel room down the hall (which was normal looking white cream conditioner) and the guy at the front desk even took a picture of the substance in my room’s bottle. They sent up a “new” bottle. And, night two- bug that looks like a roach shows up and I had to smash it with the trash can. Now it’s night three and a huger roach showed up that I had to smash with the hand towel. Gross! I’ll attach the pics. Lastly, there’s a water leak in our bathroom coming through the ceiling. It looked wet on day one. It’s day 3 now and there’s visible BLCK MOLD. The concrete floors just look unfinished and dirty, not bohemian. The rooms are super tiny and have nowhere to put luggage but the small spaces on the concrete floor. Our room was called “Deluxe Quadruple Room”. What does deluxe mean to this hotel ? There’s nothing deluxe about it. The elevator suddenly got stuck and I’ve been here a half hour. And, mosquitoes galore. Four mosquito bites upon check in within seconds. The view from the corridor is ugly construction ruble. But that’s the least of the problems this place has. One good thing- breakfast was good and included but the roaches, hair slime, black mold, dirty remote and clumps of red hair totally ruined it. Oh, one more thing. I ordered the 2 for 250MXN pesos ‘promotion’ drinks. I go to sign the check and they charge me 481MXN. I had to speak up to get the correct price. So watch out for being...