Pocna Tulum Hotel — Hotel in Tulum

We arrived mid December 2020 with our two young children. For the start of a 4 week trip: we booked 7 nights at this hotel. I complained a few times about the service , then there was a builder on scaffolding outside our window everyday, at one point he looked in our room (3rd floor floor to ceiling windows ) 3 times while we slept and payed on the bed.... he kept coming on the balcony and looking in. The next day was The day before we checked out, we went for breakfast .... day on the beach etc. In the afternoon I returned to the room the door was unlocked , the safe had a e-code sign and wouldn’t open. I ran to reception and told them, they got the key out and came with security guy - opened the safe in seconds with a key . My partners watch, my engagement ring & wedding ring (I swelled up from the plane and they was hurting) and £1500 gbp and $2000 was all gone. Everything. The police was called and the management seemed like they was so concerned and was going to help. The police said a key was used to open the safe that’s why my code didn’t work and this sign comes on . Then after we checked out the next day and went onto another hotel, we went back and kept in touch always helping where possible. They got the safe read (incorrectly as when security opened with the key this didn’t show so it was a pointless report) They said they wanted to do a lie detector test for all staff to find who some this. They asked if we would be happy to also do it... we’re English and don’t really know much about them as we don’t use them at home but agreed as we wanted to do all we could to get our stuff back. We done the test at the hotel with a guy the owner of the hotel had called in, as he is well connected as we were informed and got the polices guy to do it. We both ‘failed’ the test - the report was only half there, and it’s been a week and they still haven’t sent me a copy to get translated or to seek legal advise on. I also haven’t received the guys name as requested. I couldn’t take the paper copy and the hotel had their own paper and electronic copy? They said all staff passed every question. We was robbed by management and this was covered up by the owner. They then threatened me (when I was alone in the back room with 2 police and staff), thats if I called the British embassy I would cause problems and not be allowed in Mexico and other countries again - that I needed to pay my food/bar bill then an there or be arrested. The bills £900 - I refused to pay it after they falsified lie detector results and it was clear they are corrupt and not helping just making it worse , the lie detector report I wasn’t allowed to have a copy of even had a little story on it that we hid the stuff and a little description that someone had made up of the series of fake events not quite what a lie detector is for someone making a little story on the report ?? Maybe we shouldn’t have had so much stuff with us (don’t usually take it off and keep cash on us) the hotel was nice we thought , we were only downstairs we made a huge mistake. they have all new staff At the hotel as it’s newly take over . what a nightmare . Our children are terrified and continuously talk about it. Armed police, lie detector tests, corruption - we was really looking forward to visiting some where we love - and it’s forever tainited. The way the hotel handled it was worse than the robbery . Imagine someone was hurt? Or something happened to the kids and all they care about it protecting themselves. I never expected them to pay us anything we just wanted them to help us. We both are company directors In london, own properties and work hard - them pretending that we are lying has made a terrible situation so much worse for us. There’s no security and people walk through from beach all day long to get taxis from the front , the house keeping staff are agency and the hotel don’t have full names . research about the hotel evictions in the middle of the night and...

Very honest review. If you’re scrawling down the reviews section: stop here.

The place is beautiful however there are some details that might need a little cleanup/work.

Quite good location IF (and only if) you have car / if you’re looking for a place to relax, outside the hassle of the main street with bars, restaurants and all. If you won’t have a car during your stay, don’t consider this hotel. Taxis are EXPENSIVE.

Bear in mind 2 things: you need to pay a tax at the reserve entrance and there are no supermarkets or stores inside (I think there is a little snack store in another hotel nearby only). You will have to pay the tax again the next day if you want to go out and come back before 6pm. You will be asked to leave ALL the plastic (esp. bottles) at the entrance because of an “environmental” law. However, I still do not understand how you are supposed to feed your baby with no bottled water, since you can’t buy it inside. The law seems to be ineffective as there is waste and trash everywhere on the beach and on the street.

The rooms are nice, nothing to say about it. We stayed in a room in front of the beach and it was very practical because we came with our little 9Mo baby.

The beach is nice, especially when there aren’t so many guests so you can get to enjoy a little tranquility. Big issue: it isn’t very clean which is completely contradictory with the rules about plastic at the reserve entrance… (look at the bag w/ trash we collected on the picture attached). We did not see a single person from the hotel clean even when they saw trash in front of them.

Personnel at the lobby is kind. They explain as much as possible upon arrival so you understand the rules and the place itself. However service at the restaurant is VERY slow. We waited 1 hour to get scrambled eggs and pancakes. The excuse is they have guests that have arrived before you so the wait is “normal”. You may check other comments saying the same…

Quality of the food is VERY (insist on the very) average and yet overpriced. They will even ask you to pay for an “optional” tip because not included on the menu prices, even when the breakfast is included on your stay. If you have the option to go elsewhere for lunch and dinner and want to eat something local and nice, do it.

The pool looks nice on pictures but it is actually old and I’m guessing they can’t put a REAL one because of the nature around. I don’t know how it’s called, it is a kind of “fabric” pool and it makes the water heat up so you might prefer going to the beach instead, especially during summer.

You might want to go out at night to enjoy night life… we did. We came back early, by 11pm and the night guard was sleeping. Did not hear the car hunk, our screams, or knocking on the gate… my boyfriend had to escalate the gate to open because there was no one from the hotel to help even if we tried to call.

I do not know if I’m writing the complete experience / point of view but we decided to grant 3 stars because the place is beautiful but there are is a good amount of things that need to...

There are many reasons why I gave this resort a high score. The rooms are literally less than a minute away walk from the beach. The rooms were beautiful and very comfortable. We did start our trip on a rough patch with the airport then there was a mis communicating between the booking agency and the resort. We were not told we would have to pay an extra $250 USD for a 5th person until we got to the resort even tho when we booked it and paid for it all it was known and confirmed with the amount of people. The resort knew we had a rough start and did an amazing job smoothing it over for us. Ezequiel was absolutely amazing! He knew we were traveling on a budget and gave us recommendations that helped us save money! He continuously checked in on us but was never overbearing. Since we did have a rough start to the trip we were offered a Myan ceremony of cleansing which was amazing especially since we were on sacred ground and so close to the Tulum archeological site. The beach was beautiful and clean, we even walked down to check out the other resorts on the beach and came to the conclusion our spot was the best. We did have a situation where someone was claiming to be apart of the hotel (they were not) and asking about our tour so we could pay him and thankfully Ezequiel cleared that up for us so we were not scammed and didn't double pay. I will warn you if you are at the resort don't trust anyone who doesn't have a resort shirt on and if you are ever unsure of anything just ask the front desk they are very helpful. Once we realized what had happened and the guy kept trying to get money for a tour we didn't sign up for we told the hotel and they did send security out to constantly walk up and down to make sure we were not bothered anymore. I do highly suggest brining your own water, if you buy water from the resort expect to pay $10 a bottle. The main restaurant is also a little pricey too and it seemed like the staff gets upset if you do not tip 20% or up. I am a server and never like to short a tip (which we never did) so we were a little bit taken off by that a bit. I would also suggest checking your recept after you eat to make sure you are not over charged. They tried to do that to us the first day and luckily we caught on quick. I have also read other reviews that had the same problem. I would recommend the Japanese restaurant attached to the resort, it was great food at friendly prices if you are traveling on a budget. I did also appreciate when we checked out the staff asked us for recommendations on how to improve which was nice. Over all I would come back to this resort and definitely learned a lot during the first visit. And let me tell you how amazing the water was. Just absolutely beautiful! They also have an adults only resort called Maria Del Mar which I would love to check out as well. The website doesn't do the place justice...