Be Tulum Hotel — Hotel in Tulum

A Paradise-Like Setting with Room for Improvement

Hotel Be Tulum feels like something out of a dream—a luxury village seemingly built by castaways who mastered the art of effortless elegance. The open-air design, beachfront access, and natural aesthetic immediately set the tone for a relaxed, immersive stay. The highlight of the hotel is undeniably its beachfront restaurant, beautifully decorated and seamlessly blending into the sand, making for a truly breathtaking setting. Upon arrival, however, we were met with a long wait, extending beyond check-in time, which was disappointing given our limited stay. A tour of the property would have also elevated the arrival experience but was not provided.

The Stay: A Mix of Beauty and Frustration

The beachfront setting is where Be Tulum shines. Lounge areas are thoughtfully arranged to maximise relaxation, and the hotel’s commitment to keeping the beach pristine was noticeable. Unlike many other properties in the area, Be Tulum removed seaweed frequently, ensuring a clean, inviting shoreline.

However, the accommodations fell short. The initial room had a strong, unpleasant smell, noticeable wear and tear, and was located above what seemed to be a service area, resulting in noise disturbances, especially in the mornings. Additionally, the lighting system was impractical, requiring inconveniently placed switches to operate key lights. To the hotel’s credit, they responded well via WhatsApp and moved us to a different room for our second night at no extra charge. While this was appreciated, the new room—though free of odours—was not significantly different, with minor downgrades such as the absence of a full-length mirror.

Service & Dining: Some Hits, Some Misses

The service was friendly, but staff knowledge about the hotel’s offerings was inconsistent, particularly in the restaurant and bar areas. Questions about dishes, specials, or recommendations were often met with uncertainty, and even staff at the sister hotel’s restaurant next door struggled to provide information. On the beach, service varied—one day, staff were attentive, while another time, we waited an extended period to be acknowledged. Given the rotation of staff, service quality seemed to depend on the individuals on duty.

That being said, the food was beautifully presented and flavourful. While the restaurant holds a Michelin star, we did not expect over-the-top extravagance, just quality and consistency—both of which were generally met. The standout dish was the dulce de leche cake, which I ordered multiple times. Cocktails were well-made, though the inconsistency in glassware presentation was noticeable. A small detail, but it slightly disrupted the otherwise polished aesthetic.

Final Verdict

Be Tulum offers a visually stunning escape with a strong focus on ambience, natural beauty, and relaxation. However, the aging accommodations, inconsistent service, and notably high prices on consumables detract from the experience. While luxury pricing is expected, a more balanced approach would enhance the feeling of indulgence rather than restriction. Additionally, more proactive guest engagement—whether through property introductions, service training, or menu refinements—would elevate the overall experience.

Would I return? If the rooms were upgraded, the staff trained more thoroughly, and food pricing adjusted, absolutely—because the setting itself is truly exceptional.

My Personal Rating: A- (A great experience, but aging rooms and service inconsistencies prevent it from...

BeTulum is visually stunning, with a unique jungle-meets-beach atmosphere that feels connected to nature. Walking barefoot throughout the property adds to the charm, and the surroundings create a serene, peaceful vibe. Unfortunately, the beauty of the setting is where the positive aspects end.

We stayed in what was advertised as the "best category" ocean view room. While spacious, it felt oddly cramped and lacked comfort. Hot water was unreliable, requiring us to turn it on minutes in advance to take a shower. The appliances were either broken or faulty—lights only worked after several attempts, and the coffee machine didn’t work for the entire week. Despite informing the staff and the so-called "VIP concierge" multiple times, no one ever came to fix it. For the price we paid, these basic issues are unacceptable, and every room should be far beyond exceptional.

The "VIP concierge" service, which we had been told to use through WhatsApp, was completely ineffective. After some initial help with one restaurant reservation, communication stopped. I tried to follow up on other restaurant bookings but received no answers for days. Eventually, someone told me their phone was broken, but even after that, we still received no further assistance. We had to go to the reception ourselves to find out that the restaurants didn’t accept reservations at all. The concierge service was all show and no substance.

Housekeeping was equally disappointing. They came in the afternoon, but basic tasks like restocking the minibar and bathroom kits were neglected. The breakfast service was chaotic. We weren’t allowed to sit at the larger, better tables closer to the beach, despite being paying guests. Orders took over an hour, often arrived incorrect, and they frequently ran out of items from the menu. For the high price, guests should not have to deal with such poor service and restrictions.

Other frustrations included running out of shisha after the first night and not replenishing it for the rest of our stay. When trying to book spa treatments, it took two days to receive a response, and only after a friend intervened on our behalf. By the time we got an answer, it was already our last day.

The hotel’s attempt to apologize consisted of rose petals, a bowl of nuts, and the cheapest bottle of sparkling wine they could find—hardly the meaningful gesture you’d expect from a luxury hotel.

Checkout was the final blow. The reception staff were too busy scrolling on their phones to help us with our bill, and we had to ask them to process the payment. No one said goodbye or thanked us for our stay, which perfectly summed up the level of service we experienced throughout the week.

In conclusion, BeTulum is a beautiful hotel with the worst service we’ve ever encountered. The staff and management seem untrained, indifferent, and unprofessional. For the amount of money they charge, the experience should be exceptional—but it’s far from it. The Instagrammable vibe doesn’t make up for the lack of basic hospitality. I would absolutely not recommend staying at BeTulum. There are far better places to spend your...

While the property itself is beautiful and the rooms are spacious, the overall experience was extremely disappointing and far from what’s expected of a “luxury” resort. We arrived around 1 PM EST and were given a property orientation. At check-in, we asked about early check-in, our $100 USD resort credit, and included breakfast benefits from our credit card. We were told our room wasn’t yet ready but would be “prioritized” — despite it being fully paid in advance. That was fine; we went next door to Nomade for lunch as instructed and were told we’d be contacted via WhatsApp when the room was ready. By 3:30 PM, we still hadn’t received any message. When we returned to the front desk ourselves, we were finally told the room was available — Room #34. Service was consistently slow and inattentive: Asking for a bucket of ice took over an hour, even after multiple follow-ups. You’re better off walking to the bar yourself. Room service was unreliable — sometimes our room wasn’t cleaned until 4 PM, and when it was, it was poorly done. We often found stains on the beds and pillows, garbage left behind, and towels not replenished. Despite being two guests, we were given only one towel, one toothbrush, and one spoon. Despite the lack of focus to room service, the attendants constantly moved around their “Gratuities” envelope to ensure it got our attention. On one night, the safety deposit box was inaccessible, this required for us to wait for a technician to come out to manually open it and change the batteries. We waited so long that we were late to our dinner reservations and almost missed out. The front desk was unhelpful and slow to respond to basic requests, such as turning off the loud rooftop plunge pool water flow, which took ages. While reviewing charges on my credit card during our stay, there was a $600 USD hold as well as a $131 USD charge that we were never told about. After inquiring about it, the $600 USD hold was a security deposit and the $131 USD was a destination resort fee. This was our second visit to Tulum in three years, and the decline was shocking. The entire area felt like a ghost town, with everything overpriced for the quality and service offered. BeTulum, in particular, felt more focused on nickel-and-diming guests than providing hospitality or comfort. Between the poor service, water restrictions, beach conditions, safety concerns, and lack of upkeep, we cannot recommend this resort. Do your research and read long, detailed reviews — the negative experiences people describe are consistent for a reason. BeTulum is far from the luxury experience it markets itself as. At this rate, Tulum itself is becoming a thing of the past. HARD PASS.

*Review the images attached: you will observe the bite marks from the bed when we woke up, children being forced to sell you souvenirs, garbage in the room not picked up, staff patrolling us at the beach, children in the pool, dirty pillow covers and the female employee who was extremely condescending and says “No” to...