SIVANA Tulum — Hotel in Tulum

Our vacation started off ok as we checked in with the staff at reception. She was friendly and helpful. Once into our room, we saw there was no refrigeration which I needed for medication. I asked if they had a fridge or a cooler and ice I could use. The young lady grabbed a cooler and ice from the freezer. No mention of purchasing the ice was made by her.

We soon discovered the AC wasn’t operational between 6am and 8pm and you couldn’t flush soiled toilet paper down the toilet. Instead you had to use a woven basket for the trash with a plastic bag liner but a wicker top that offered no sealing from the odour escaping. Disgusting and unsanitary.

Then our shower, the water pressure was lacking, when there was hot water it was scalding and came on quickly, with the cold water running already, not offering any protection from being scalded. The hot water went away as quickly as it arrived. Complaints to the front desk were attempted but the young man spoke no English other than saying “cash” when asked for more ice for our cooler holding my medication.

Attempts to resolve through AirBnB began, asking for a partial refund for our remaining 3 days. The hotel owner denied anything was wrong and claimed everything worked fine. Accused us of skipping on paying for three bags of ice that the first receptionist never said we had to pay for ice.

Thank you to AirBnB who stepped up and made things right by taking a small loss and refunding us about 50% of the remaining 3 nights cost.

Do not stay at this hotel, if you do, you will be disappointed in what you get for the cost. There are better and more modern locations to stay in Tulum for...

The worst hotel we have ever stayed at. We booked two rooms here for four nights because it seemed like a good price. Upon arrival, we were told that we can not turn on the AC as the AC is only on from 8pm-6am which is frustrating because the hottest times of the day are the afternoon. The shower in one of our rooms flooded, and not only that but the water was salty to taste so after showering, you don’t feel clean. The bathroom also smelled like body odor when we first went in there because there’s no good ventilation. There were mosquitos in the room (which is why the net is over the bed) but because the AC won’t turn on, (and if you are in the bed with the net,) it gets way too hot. The room has a bedroom fan but with the summer heat, the fan doesn’t really do much to keep you cool.

After 2 hours of being at the hotel, we decided to leave. The hotel staff were accommodating, however it is frustrating that we only received a refund for one of the rooms and were told we would have to work with booking.com to get the refund on the other room. At this point we are glad we changed hotels because it would have been extremely difficult to stay there.

The only pros I can say about this place are location, as it’s a 13 minute walk from popular night life areas, and that it’s next to a beach- but aside from that, I’d highly recommend just...

Please take this review seriously, this place is terrible. There is absolutely no service what so ever. The showers are cold saltwater. The towels are shredded rags(see picture) but they do smell clean. There was no safe, just a little wooden box on the wall(see picture). Breakfast is good but they count the number of eggs you eat and that seems to be the only time that they are able to communicate with you. I honestly have no idea how or why people rate this hotel above one star. We were 3 rooms and paid $6000 for 6 nights. The location is beautiful unless you are unfortunate enough to get a room facing the street. DO NOT STAY HERE. EDIT: Management has responded that "we want to clarify that the ones you show on the picture were not intended for guest use and you picked them up without permission from the housekeeping office". This is not only not true but an insult to customer service. House keeping brought these towels in everyday. Also we did complain to management about the lack of hot freshwater but no one on the staff spoke English and they didn't do anything about the situation. Why does a hotel only have saltwater showers. This clearly shows the kind of business people that are...