Xperience Tulum — Hotel in Quintana Roo

I wish I could say I even got to stay here, but that didn't happen. My wife and I booked at this hotel back in October 2022 for our trip in January 2023. The night we arrived to check-in at around 11PM on Jan 6, we were greeted by a front desk person that said they had no rooms available for us (and that they had booked over our booking). He confirmed that they knew about this as early as 12PM that day, but was instructed not to say anything until we got there, after our 1.5 hour ride from the airport. It was not his fault, and it was clear that management had put him in that spot to give us the bad news. He told us that the hotel would send us to another one of their hotels. I asked him how we would get there and he explained that he could call us a taxi that WE would have to pay for. I told him clearly that THEY would pay for it and they eventually capitulated and paid for the ride. Before we left, the front worker called his supervisor for us and I had a chance to talk with the supervisor. I asked her very clearly if the room she was sending us to was an upgrade/more expensive than the one we had booked here at Xperience Tulum. She continuously told me that it was an "upgrade" and much better than our room at Xperience. I asked her straight up if the room was more expensive and she confirmed that it was. I told her I'd leave her my email and phone number at the desk for her to contact me back in the morning with the prices to prove that what she was saying was in fact true. She agreed to send me proof that the hotel she was sending us to is better and more expensive. To this day, I have received no proof. Nothing. No attempt at contact.

What I did find out on my own, however, is that she lied to me. A simple Google search for Kanak Tulum would show you that the room is, in fact, significantly cheaper than the rooms at Xperience. No one at management has made any effort to connect with me and now I'm going through a back and forth with Expedia as I had booked my stay through them. Management here continued to deflect blame and took responsibility for nothing. They are incredibly dishonest. Do not rely on them to actually keep your booking. They WILL book over your booking either because they are incompetent or because they simply do not care.

The "upgraded" hotel they sent us to had a tiny pool, broken outdoor shower, no gym, no laundry, no front desk help. It was essentially a glorified AirBNB. They do not deserve your business.

Book elsewhere or risk showing up with to the hotel with bad news that they booked over...

This was the last hotel we stayed at during our Tulum trip and it just so happened to be the only hotel we booked online while in Mexico since my wife and I were winging it prior - just jumping around trying different hotels. Initially we booked a hotel online for the first 2 nights in Mexico but after that we had nothing booked and just went in person to other hotels to try and get better deals.

This particular hotel is very nice and the staff is not only super friendly but also extremely professional. Carlota, Dilan and Nazarene made our time here very pleasant!

The construction noises bothered me at first but either my mind blocked it out after a while or it didn't last too long. I noticed there were some rooms still being put together, like they had just received brand new refrigerators and furniture for empty hotel rooms.

My wife and I had so many ideas for the hotel as we grew comfortable with exploring the space a bit. I tried the gym but it felt very minimal and I honestly thought I was gonna break the chest press/lateral raise if I touched it.

One night there was a loud chirping sound going on right outside of our window that made it hard to sleep but after about 10 minutes whatever animal it was left and we heard it further away. The water pressure in the shower wasn't super strong but everywhere else (kitchen and bathroom sink) it was fine.

We were nervous at first about booking here because we had read a review somewhere of them charging additional costs at checkout so we were very meticulous with where we left our things and how we left our things. We took photos and video upon arrival and at the time of us heading out. When we did housekeeping we noticed that the floor towel right outside of the shower was not replaced as well as one towel was not replaced so asked them and they were very accommodating. They actually even gave us more than we needed.

There are many options as far as food within walking distance but we had rented a moto to explore and...

If I could provide a 0 star rating I would. I have been avoiding this review for a very long time in hopes this hotel would stick to their words and refund us.

When we arrived the concierge did not have our reservation on file at all. We assume this was done intentionally due to what I am about to share. After 30 min the concierge got in touch with their reservations team and found us a room after they initially told us they did not have any rooms available. They booked us in their largest room. The room was beautiful and spacious but the amenities such as WIFI and jacuzzi did not work the entire time. During our first evening we were woken up at 11pm by blaring speakers and bass from a festival happening next door. We were not warned or told any of this at check-in. This festival went on from 11pm until 5 am DAILY. We thought this was a one night only event but by night two of no sleep we had had enough. On top of that there was a party of guests yelling and screaming all evening making it even harder to sleep or call for help. The security did not provide any assistance during our stay and made us feel unsafe. The wifi continued to be an issue during the entire stay. When attempting to speak with the supervisor of our stay, they had very little remorse and would not sympathize that we were unable to sleep for 2 nights. After going back and forth for an hour they had offered to refund us for our final night because we were checking our early. I am still waiting for my refund TO THIS DAY. I would expect an ounce of humanity from the staff since they are in the hospitality industry but instead we were received with smirks and laughs. Hotels.com continues to try to contact the property for update and they have thus far ignored.

Great @Xperiencehotel, you can actually reach out to me to resolve this and not just...