Pal Mar Tulum — Hotel in Tulum

STAFF ROBBED ALL OUR MONEY!

NEVER EVER GO TO PAL MAR TULUM, WORST EXPERIENCE EVER!

NOTICE, THIS IS THE SECOND REVIEW ON BOOKING ABOUT THE STAFF STEELING MONEY, THERE OBVIOUSLY IS A BIG PROBLEM!

We booked 5 nights as a couple with a baby and let me tell you, we have travelled all over the world and never has something like this happened.

On the second morning we returned from breakfast to realise our room was beeing cleaned and the AC maintained. In total there were 4 people in and out of our room, two who we have met before. At that point they were all still very nice, especially to our baby. So we packed our things for the beach and left them to it.

Notice, there was NO SAFE in the room, so we hid our cash in different places in our backpacks, for example INSIDE OUR HEADPHONES (!).

We returned about an hour later (door was locked) and my husband realised, that someone had been into our small backpack and one envelope with cash was missing- as was all the cash in all the other hiding places. IN TOTAL THEY STOLE 670 EUROS! AND WENT THROUGH ALL OUR STUFF TO FIND EVERY PENNY!

We immediately contacted Andres, the owner and Booking.com, and confronted the staff. Two guys seemed very shocked and sincere, one of the guys though, couldn't look us in the eye anymore and started FLASHING A SCREWDRIVER at my wife, who was holding the baby.

We felt so unsafe, we couldn't stay inside and had to wait on the parking place in the bright sun, for TWO HOURS with a baby, till the owner arrived. (To be fair, he was in traffic and left straight away...).

We offered to call no police, if just a part (!) of our money, would be returned and was for example laid down back in the room. My wife was crying, but we stayed polite and cooperative the entire time, eventhough it was a nightmare and our entire travel money was stolen. We are not rich, we are backpackers with a baby.

Andres at first did try to help, talked to his staff in private and promised to contact us the next day, after we have left and our stay was completely canceld. After a message, in that the staff said it wasn't them, he never replied again.

It was absolutely obvious, that it was the staff and it actually really seemed, as if they all knew it was that one young guy. Even when we adressed our suspicion, no one denied it could have been him.

We did contact the police a day later and filed a complaint, but obviously no help.

TOTAL NIGHTMARE!

Apart from this nightmare: we had cockroaches in our room, it was quite loud in the night and no one wore masks- only when the owner appeared masks and Covid-19 measures were applied... to be fair, location is good and...

One of the WORST HOTELS I’ve ever stayed at in my life. Do yourself a favor and pay little extra to stay somewhere else and AVOID THIS PLACE AT ALL COSTS!!! We ended up leaving a day early and switching hotels because we couldn’t handle it anymore. The container or bomb shelter/jail cell looks nothing like the pictures and is practically like you’re camping. First off there’s giant holes in the wall and a one inch gap in the door that allows thousands of mosquitos and bugs to come in and eat you alive throughout the night. There’s coconuts that constantly fall on the metal roof giving you a heart attack every time, especially in the dead of night when sleeping. As for the blanket, it’s just a thin sheet and pillows felt like they were stuffed with nothing but cotton balls. Good luck trying to sleep. The area outside our container smelled like sewage. There was also sketchy tarps set up like tents hidden behind the fence where it looked like some people were living. There’s also no lock box in the room so felt pretty uncomfortable leaving our passports and cash out in the open. Not to mention, you could easily pick the flimsy lock on the sliding glass door. Read the other reviews on other sites because you’ll see similar horror stories. There’s even some on here where people have gotten robbed. We ended up leaving a day early given all these issues and requested only a partial refund for the second night through AirBnb. AirBnb was no help at all and the owner left us a bad review calling us “scammers” because we requested a partial refund while we were still still checked in for the day we didn’t use. Avoid the headache and just stay...

Hi, I just had a problem with the owner of the hotel, because even though the checking time was at 3 PM, and we got there at around 4:30 PM, the room wasn’t ready, the sheets and the towels were used, and they didn’t have any alternative room to accommodate us. after giving them a second chance and we waited for another half hour, the room that they accommodated us in still didn’t have lightbulbs in some of the lamps. I texted the owner to cancel my reservation and he was very rude, never apologized once, and was not willing to give us any kind of refund, even though his team didn’t provide basic check-in conditions.

On top of that, the rooms were not at all as the photos showed, there was almost no natural light, and the common spaces were very few, the Wi-Fi was almost...