Roc Luxe Tulum — Hotel in Tulum

I had the worst possible time at ROC luxe. Please do not come here, if you have a planned stay, please cancel. My husband and I came to ROC luxe for our honeymoon. I got food poisoning 3 nights into our 8 night trip and took a flight home early, ROC refused to refund us for the time we would not be staying there. Food poisoning was just the tip of the issues at this hotel. We didn’t get our original room with a hot tub that we paid an extra $500 for and was given a room where the curtains would not shut and left a 3-5 inch gap where you could see straight through from outside - which was a major walk through area for the guests of the hotel. I very kindly asked if there were any other bungalows available. We were then shown a different room that had the same issue. We then were shown the third and final room and was okay enough to stay in, but the curtains didn’t close all the way - had to use fashion tape wherever the gaps were close enough and put towels over the larger gaps. There was no curtain on the window in the bathroom - we had to shower with the lights off day and night although you could still see clearly in. As the base of the window was about 5’10” high. We took a walk through ROC jungle and actually saw someone showering in their bungalow. Full view! We felt so embarrassed as we were just walking along their main walkway.

The security office was connected to our bungalow and you could clearly hear people playing on their phones, chatting, radioing each other. Even heard their toilet flush a few times. If you were in the shower you could hear people shuffling papers and other things. I even heard them watching TikToks.

Before arriving I couldn’t find their cocktail menu so I looked around at the neighboring hotels and assumed that ROC’s cocktails should be between $10-$17. Only to find out that a typical cocktail (mojito) was $20. My husband had a double jack daniels and coke for $28. We felt robbed. Food was unappetizing and not worth the price. It was our most expensive meal for the 4 meals we were there for. ROC didn’t sweep up seaweed like other hotels - left the beach to smell like sewage.

Staff were nice at first but hassled you for tips. We didn’t tip for our included breakfast and was given a nasty look. Our service was much worse the next morning. One of the strangest things was the brackish water (a mix of salt and freshwater) that came from the shower and sink - the water was actually cloudy with a film on top when you held it in your hands. There was no hand soap. Clumpy conditioner that left white specks through my hair. Shampoo left hair feeling heavy and greasy, I’m pretty sure it was just shower gel.

I beg you not to go to ROC Luxe or ROC Jungle. They will take advantage of you, make you sick, and not take any...

We were greeted by a nice young lady Tammy and Rally with great spirits as we checked in. While our room was not ready as we came a bit earlier from check in we were greeted with welcome drinks. What a beautiful scenery of the pool located next to the beach. Great times if you wake up early to see the sunrise. Thank you to Antonio, Luis and Theo who too care of us for breakfast time. We had breakfast which a few items were included and the selected fruits and yogurt complimented our actual breakfast entree. The gentleman were always on top of us to ensure we had everything we needed. Service was excellent! It was a great time spending a bit of hours at te beach where we were taken great care of by Carlos and Michael at the beach and trust me they are always ensuring you have everything you need. The service provided by these gentleman to even ensuring we had enough ice in our drinks was by far great service. You can always lay back and enjoy the views after your breakfast before you head to dinner. The staff service just makes you not want to even leave the hotel. Johaol was also assisting us and ensuring we had a great day everyday in Tulum. You can just tell the staff actually care and appreciate what they do to make the guests happy. If you select the room near the pool and ocean views I’m sure you’re going to love it but, keep in mind it might get a little too loud in the weekend. However, the garden rooms crossing the street are just as good too. The rooms were just what we needed with a small fridge, small bathroom, a king size bed and AC which was great. We did have both cold and hot water running which was great. The only thing missing here was a safe. You are able to text the hotel via WhatsApp and they are able to assist you at all times. Overall great hotel and they just opened 6 months ago and they are doing great. Message to the staff please continue to do what you all are doing and you will have great results. I would recommend this hotel in its entirety with nothing bad to say. I can’t wait to come back. My girl and I really appreciated the great staff taking care of their guests. Thank you all for your...

The Roc Luxe Tulum is a must stay! The customer service was impeccable from beginning to end. Instead of booking the hotel on a travel site (Expedia, Booking.com, etc.), I recommend contacting them directly. I had the pleasure of speaking with the concierge, Julio, who answered all of my questions and provided better pricing than on Expedia and the hotel's site. Our room was beautiful and spacious and felt like an actual home. We had a front porch with a swing, and the inside consisted of a small lounge area. The room had A/C running 24/7, which might not sound like a big deal, but it is when visiting Tulum! We only had drinks at the bar and the complimentary breakfast, but everything tasted amazing! The hotel is in the heart of the "Zona Hotelera," and is within walking distance to just about everything. The staff at the hotel provided excellent recommendations for restaurants and beach clubs matching our vibes and made all our reservations for us. I do not recommend renting a car, but the hotel does offer free parking for guests. We hope to come back soon to Tulum, and if we do, Roc Luxe is where we will stay! Again, the service was perfect! Thank you for making this trip one of our greatest vacations.

Tips: Roc Jungle is on the jungle side. Roc Luxe is on the beachside. Try to have cash on you at all times! Everywhere, from the cenotes to bars, all requested/preferred cash. Don't rent a car. We did it on this trip and only drove the car once. The road is super narrow, and you will get stuck in traffic. Don't be that person and tip! Yes, the receipt might show gratuity included, but this is not the US, and the servers most likely won't see it. And that goes for every...