Maya Tulum by G Hotels — Hotel in Tulum

My wife and I were in Tulum and stayed at MayaTulum for 4 nights. We got the beach view, queen room. I like the hotel. Very clean and a different concept. All rooms are like a hut. Rooms are made with concrete and wooden/leaf ceilings (many gaps in the ceiling). We had a great view of the ocean. We were literally 4-5 steps from the beach. Each time we opened the door we would get sand inside the room, that is how close we were to the beach and water. There are few reasons why I give the hotel a 3 stars. First of all, we paid for "environmental fee", as with any hotel in Cancun and Tulum, I assume the environmental fee goes for keeping the environment clean. As we were next to the beach we noticed that there were a lot of sea plants in the beach which attracts bugs and insects. It was a lot that we could not enjoy the beach as much. You would think that the hotel would clean the beach!! Next, the hotel is infested with ants. We could not leave anything out in the open as the ants would swarm. I killed a small spider on the floor and did not throw it out and within few hours we had an ant situation in the room. This happened multiple times with my soda, chips etc. Next, during our 4 day stay with the hotel, the light and water went out at least 3 times. The water pumps and light are connected, so when the light goes out, the water goes out too. Each time it got fixed within 30-60 min but it was an inconvenience when you depend on the water and light. Then it was the towels. Almost all towels that we had were either stained or were not clean. For the price we paid I would expect clean towels. The other issue was that they charge extra for bikes. If you want to take a bike for a ride, you will have to pay for a rental. I thought this was ridiculous. I did not like how they nickel and dime the tourist for each thing. The staff is nice and helpful. The water that you take shower is salt water. As with all hotels in Tulum they use sea water. Overall the hotel is nice, good location, close to the beach. It only has 1 restaurant that closes by 5 pm. So for diner you have to go outside. We had breakfast in the hotel and I recommend the French toast with fruits (although that was not name , it was something else).They offer complimentary Yoga and Sound Healing every other day. We went to the Sound Healing session. Axel Alba was the instructor. It was a very good session. I would recommend it. The hotel is located kind of close to all the good restaurants in Tulum. You can either walk, bike or take a taxi for the restaurants. I was frustrated with Tulum as at night it gets very dark, with no street light and no side walk. Just be careful walking to and from restaurants. The taxis charge an exuberant amount of money. Since the Taxi in Tulum is unionized. they make their own rules and prices. They do not use meters. They will guess estimate the distance and price and will charge you as much as they can get from you. No rhyme or reason for their prices. The hotel is great for family, great view of the ocean if you get the rooms next ocean, very relaxing and the location is good. I would probably go back. I hope they fix the ant situation, clean the beach, provide clean towels and provide complementary bikes for the guest. There are no pools...

We had a very disappointing experience at Maya Tulum, despite the property being beautiful, quiet, and well-located at the northernmost point of the main beach. It’s within walking distance (30–60 minutes) of many other hotels and restaurants. However, issues with basic cleanliness, core amenities, and the overall guest experience significantly impacted our stay.||These problems could be addressed, but it doesn’t seem like management is interested in making improvements. While most of the staff were friendly and seemed to want to help, they didn’t seem to know who was in charge or how to handle problems. We found ourselves explaining the same issues repeatedly. I emailed both the front desk manager and general manager during our stay about our concerns but never received a response. Ultimately, we decided to check out early and move to another hotel down the beach, which was lovely. I wouldn’t recommend or return to Maya Tulum unless there’s a change in management.||Room Issues|When we checked into our oceanfront room, we noticed a strong damp, musty smell, likely because the room wasn’t properly sealed against the elements. It was unpleasant while we were there, and unfortunately lingered in my clothes, so I had to wash everything when I got home. The room itself was poorly maintained, with warped doors, peeling blackout coating on the exterior door, and reflective coating coming off the bathroom mirror. The linens we received were also stained, frayed, and dingy.||Air Conditioning and Plumbing Problems|On our second night, the air conditioning broke. I messaged the front desk via WhatsApp but didn’t get a response until the next morning. I managed to find a staff member who temporarily fixed the unit but it broke again around 2 a.m. the following night. The hotel told us they couldn’t repair right away and offered either a different room for one night or a fan. We chose the fan, but it arrived dirty and rusty, which made me uncomfortable about using it to circulate air in the room. Still, it was too hot to sleep without it. The AC unit was finally replaced after that.||The plumbing was another issue. The toilet in our room barely flushed, and after heavy rain, the sewage system in the pool and restaurant area backed up. The bathrooms were closed for a while, and although the issue was eventually fixed, there were strong sewage smells in the area and even coming from our bathroom (located on the other end of the property) and shower water.||Service and Guest Experience|We also had trouble getting beach towels. For five consecutive days, we were told to come back at specific times, like 10 a.m. or 11 p.m., but there were never any towels available when we tried. Breakfast was decent, but the experience was a bit chaotic, with confusion around getting our food and signing the bill. Overall, the guest experience felt disorganized and every person for themselves.||In the end, this hotel has the potential to be wonderful, but the issues with basic cleanliness, core amenities, and guest service need significant...

We had a very disappointing experience at Maya Tulum, despite the property being beautiful, quiet, and well-located at the northernmost point of the main beach. It’s within walking distance (30–60 minutes) of many other hotels and restaurants. However, issues with basic cleanliness, core amenities, and the overall guest experience significantly impacted our stay.

These problems could be addressed, but it doesn’t seem like management is interested in making improvements. While most of the staff were friendly and seemed to want to help, they didn’t seem to know who was in charge or how to handle problems. We found ourselves explaining the same issues repeatedly. I emailed both the front desk manager and general manager during our stay about our concerns but never received a response. Ultimately, we decided to check out early and move to another hotel down the beach, which was lovely. I wouldn’t recommend or return to Maya Tulum unless there’s a change in management.

Room Issues When we checked into our oceanfront room, we noticed a strong damp, musty smell, likely because the room wasn’t properly sealed against the elements. It was unpleasant while we were there, and unfortunately lingered in my clothes, so I had to wash everything when I got home. The room itself was poorly maintained, with warped doors, peeling blackout coating on the exterior door, and reflective coating coming off the bathroom mirror. The linens we received were also stained, frayed, and dingy.

Air Conditioning and Plumbing Problems On our second night, the air conditioning broke. I messaged the front desk via WhatsApp but didn’t get a response until the next morning. I managed to find a staff member who temporarily fixed the unit but it broke again around 2 a.m. the following night. The hotel told us they couldn’t repair right away and offered either a different room for one night or a fan. We chose the fan, but it arrived dirty and rusty, which made me uncomfortable about using it to circulate air in the room. Still, it was too hot to sleep without it. The AC unit was finally replaced after that.

The plumbing was another issue. The toilet in our room barely flushed, and after heavy rain, the sewage system in the pool and restaurant area backed up. The bathrooms were closed for a while, and although the issue was eventually fixed, there were strong sewage smells in the area and even coming from our bathroom (located on the other end of the property) and shower water.

Service and Guest Experience We also had trouble getting beach towels. For five consecutive days, we were told to come back at specific times, like 10 a.m. or 11 p.m., but there were never any towels available when we tried. Breakfast was decent, but the experience was a bit chaotic, with confusion around getting our food and signing the bill. Overall, the guest experience felt disorganized and every person for themselves.

In the end, this hotel has the potential to be wonderful, but the issues with basic cleanliness, core amenities, and guest service need significant...