Zenses Wellness and Yoga Resort — Hotel in Quintana Roo

My husband and I stayed at Zenses Wellness & Yoga Resort for four nights, but I honestly wanted to leave within the first hour. While the photos and description promised a peaceful jungle retreat, what we experienced felt more like being stuck in a poorly maintained cave in the jungle.||||Let me start with the positives: the two male receptionists were genuinely kind and tried their best to help us with the issues we raised. Specially Emmanuel , he was truly the best! Unfortunately, there was very little they could do to improve our stay. Our room, referred to as a “villa” or “cabaña”, was extremely dark, poorly ventilated, and only one window leading to main street with noise coming through from cars etc. We were immediately swarmed with aggressive mosquitoes the moment we stepped inside the room (apparently the cleaners leave the sliding door open when they clean not caring about the mosquitos entering the room). We couldn’t use the TV because it didn’t work, and the internet in the room was non-existent, which made things even more frustrating.The second day at least they tried to fix it and third day it was working but not that great.||||The pool was another letdown. The water looked green and uninviting, with very little maintenance and no available seating due to overcrowding, despite the resort’s small size. We only attempted to visit once during our entire stay. As for the room, towels and shower mats were visibly overused and we only got the room cleaned once as we felt unsafe leaving our belonging there (due to review saying they steal your clothes etc.) and also I didn't want the cleaners to leave the door open because of mosquitos!||||Yoga was one redeeming activity—free and quite relaxing—but even the yoga area upstairs was noticeably dirty, like the floor hadn't been cleaned in a long time. Breakfast was overpriced, so we skipped it altogether.||||Overall, this was not the wellness experience we were hoping for. It's hard to understand the hype around this place or Tulum in general, which felt overcrowded and over-marketed. Unfortunately, this stay was neither worth our time nor money, and we left feeling deeply...

DO NOT STAY THIS IS A SCAM! No hot water for 2 days. Toilet didn’t flush properly. Wifi NEVER worked, therefore no TV. Pillows are huge! No joke the size of bean bags and filled with bricks. I slept without pillows for a week. My suitcase was rummaged through after my room was cleaned on day 1. Amenities never refilled despite being empty. Website and tonnes of reviews said free bikes, the resort didn’t even have bikes! They sourced one from a company and attempted to charge 250 a day. Another couple booked on a website that advertised free yoga…not the case. I tried to cancel, and was told by the receptionist that I had to email the booking team, and that there was no phone number. They ignored all 9 emails I sent. When they finally replied I got “sorry for the inconvenience”. No comment on cancellation. Another couple tried to cancel also, and their refund was refused. I felt completely trapped here. I hated every second of it. There are no drinks, hot water, or anything available after breakfast service. They literally have one receptionist and some grounds keepers. This is so far from a resort it isn’t funny. I stayed in hostels with better service than this resort. I heard heaps of people complaining during their stay. The rooms were beautiful but that is literally all you pay for. This place charged way way way too much!!!! Horrible and I could not wait to leave this complete scam...

DO NOT STAY THIS IS A SCAM!|No hot water for 2 days.|Toilet didn’t flush properly.|Wifi NEVER worked, therefore no TV.|Pillows are huge! No joke the size of bean bags and filled with bricks. I slept without pillows for a week.|My suitcase was rummaged through after my room was cleaned on day 1.|Amenities never refilled despite being empty.|Website and tonnes of reviews said free bikes, the resort didn’t even have bikes! They sourced one from a company and attempted to charge 250 a day.|Another couple booked on a website that advertised free yoga…not the case.|I tried to cancel, and was told by the receptionist that I had to email the booking team, and that there was no phone number. They ignored all 9 emails I sent. When they finally replied I got “sorry for the inconvenience”. No comment on cancellation.|Another couple tried to cancel also, and their refund was refused.|I felt completely trapped here. I hated every second of it.|There are no drinks, hot water, or anything available after breakfast service. They literally have one receptionist and some grounds keepers. This is so far from a resort it isn’t funny.|I stayed in hostels with better service than this resort.|I heard heaps of people complaining during their stay.|The rooms were beautiful but that is literally all you pay for.|This place charged way way way too much!!!!|Horrible and I could not wait to leave this complete scam...