Eterna Tulum

Location They took the television out where there usually are is one.

Center of neighborhood. Very convenient to any restaurant, bar and grocery. Nothing really. Staff were good and dismissive; very. Danna in particular.

We got to know the check in desk to intimately because no receptionist showed up even though we waited for over 45mins.

Check in was quick and kind. Location; perfect. The staff super helpful and the room was amazing. Will always stay here again.

Location Upon arrival, there was no receptionist at the front desk. After waiting for quite some time, we discovered that she was sleeping and only arrived later, which is highly unprofessional. Additionally, no one assisted us with our luggage, even though we had to carry everything up to the third floor ourselves. Once we entered our room, we found that there wasn’t even a bottle of water provided, which is a basic necessity. To make matters worse, the shower pressure was extremely weak, making it very difficult to use. On 12/02, both of our room keys stopped working, leaving us unable to enter our rooms. Once again, there was no one at reception, and we had to call multiple times for someone to show up. It turns out the staff were just hanging out in one of the rooms. When they finally arrived, they didn’t even apologize and simply told us to contact Booking.com for compensation. Additionally, we experienced multiple power outages, and each time, we had to call reception again to get it fixed. The level of service here was unacceptable—no one was ever available, and when they did show up, they were indifferent, never greeting guests or even offering a smile.

I could hear the neighbors from my room, I didn't get my room cleaned until I asked why and staff told me i should ask if i want your room to be cleaned and in specific time frame, The small balcony is very unsafe.

It was nice to have our own terrace area. The styling of the hotel looks fantastic. They helped us book a last minute airport taxi after our first booking cancelled at short notice. We liked the cafe they recommended for breakfast. We weren't provided with drinking water on arrival and only spotted the reception area water fountain after a couple of days. The shower was AWFUL and I ended up filling a water bottle from the sink so I could wash my hair. The shower leaked into the bathroom. No towel provided for feet after stepping out of the shower, and there was nothing to clean or dry with in the kitchen area. The location is bad - far from shops or activities, down an unmade road and hard to find in the dark. We left behind some lost property, which we know is our fault, but they said they didn't find anything, and when we described exactly where we left it they just ignored us. Some of these are small fixes that could make the experience much better

Morning staff is friendly but less efficient. Location is little far away from the center.

Location No tv gave us dirty stained towels, place was just not clean at all they had just cleaned the room at 2:50 when check in is at 3, saw the mop they used it was filthy!! We checked out after the first day and then the door was stuck they was unable to open it took them about 10 min !!!

Bad

Nothing I booked with breakfast included when I get there they said the kitchen is being remodeled so I got no breakfast when I told them about it and if they can give me a voucher to get breakfast at a restaurant they said contact booking.com to cancel for the other days I’m staying there. The room wasn’t being cleaned the sheets never got changed they give us the wrong code for the gate to enter the hotel so we always gotta be hitting on the gate for someone to come open it for us, the snacks and drinks they had in the room was all expired. I’m so mad I didn’t took any pictures. They literally ruin my birthday!

Nothing at all. It’s surrounded by a trash dump. False advertisement all across the board. It’s was in the slums of Mexico , no food near. No elevator for your belongings, shower was barely working . Pool was completely dirty. I have videos. Stray dogs in front of the property. Dirty sewage water. This property was horrible. No television in the room. All of our guest left with in 1 hour of seeing this property.

I think if the bathroom window can be hiding, it’s better.

View from the room was on some garbage

The place was was very beautiful overall and not that far from the middle of Tulum where the markets are The property only has breakfast and no food for lunch or dinner and no drinks. The menu for breakfast was only limited to three options so you will end up spending money on food. It’s near construction site where they are building new building. The roads are really bumpy.

Breakfast was very delicious and we didn’t wait long. Room was very spacious, clean and beautiful. We also had our own terrace with hammock and seating area, you can make great pictures there. The stuff was very friendly and helpful. Hotel is far from The beach area, but is very quiet and there are a lot of places where to eat in the area. It’s quite difficult to find it and the road leading to the hotel is in bad shape. They don’t serve breakfast on Monday’s.

The design of the place is beautiful. The location is close to the main road and a fun neigbourhood. They serve a good breakfast! We booked a room where the shower was severly leaking, greating a huge waterpool in the bathroom. When we shared with the staff they shared it was not the case that morning and they could only get us a smaller size room, with a refund of money but no discount or apologies. I don't think that's how such a complaint should be treated. The new room was fine, however the finished of the rooms are a bit cheap. E.g. the lid of the toilet came down when using it, soap wasn't properly refilled in the shower and plates / cutlery incomplete.

I really like the architecture of all I don’t like the experience about no water, no electricity on past Monday. Was so uncomfortable and I think you should have other solutions like alternative to don’t have any affections with the customer

Nice and spacious room. Not an amazing view but it’s okay. Room wasn’t soundproofed properly I could hear all the voices either at midnight or at 6 in the morning. Always the same breakfast The bar and restaurant does exist. It’s not true what they wrote on internet

Superb