We booked a two-night stay at La CervecerĂa Tulum Boutique Hotel, expecting a pleasant experience, but it was highly disappointing.
Upon arrival, we werenât told that the rooms were up four flights of stairs, and the digital key, accessed via an app, didnât work when attempting to enter. The hotel felt deserted, with no staff presentâonly a cat wandering around. Its location next to a noisy highway undermined the âboutiqueâ vibe. We upgraded to a âjacuzzi room,â but the tub was poorly placed by the entrance with no lighting.
Our friendsâ room had one bed, forcing one to sleep on the floor. A requested duvet never arrived. The room also had a wasp infestationâover 20 inside and a swarm on the patio, our friend was stung by a wasp while trying to sleep at night. A rainstorm flooded their entrance. Both rooms had only one towel per person for two nights, and the hot water never worked, leaving us with cold showers.
The next morning, no staff were available by 9:30 AM, and multiple calls went unanswered. Expedia couldnât reach the hotel either and advised waiting 72 hours. A restaurant employee later said they couldnât assist, and another claimed the hotel was âclosed for personal reasons,â which was unacceptable without prior notice.
The poor location, lack of service, and unresolved issues made our stay stressful. Weâre still awaiting a refund for the night we didnât stay and cannot recommend this hotel. If the hotel was âclosedâ on the 18th we demand a refund