Hotel Muaré Tulum

More than a place to stay, this is an experience. Beautiful in every aspect of its design, friendly and attentive staff, and special touches like yoga classes (complimentary), Mayan mud massages, and a delicious breakfast. We loved our private Mayan-style villa with plunge pool, and were lucky enough to have the place to ourselves for a few nights as it’s the quiet season. It rained a little but just briefly and in a lovely cooling way. It’s a secluded spot down a rough road, and a 15 min drive to the beach or Tulum ruins. If you want to be in the heart of it all, this might not be the place for you. But we loved it!

First thing first, this is NOT a five-star hotel. I’m going to get into the reasoning for my previous statement but for luxury travelers regardless of your unique preferences, you must understand that this is not a five-star hotel. I’m not sure how they obtained this certification on Google or how they wound up on the Michelin hotel guide, but the experiences that I had at this hotel and in the surrounding area would never occur at an actual five-star hotel. I celebrated my 25th birthday here I was incredibly disappointed with my treatment. 1. Check-in: I knew from my check-in experience that I had ostensibly been scammed. The hotel has you sign a waiver immediately before the front desk attendant jumps into all of the things that are not included with your hotel stay. Basic amenities like coffee and bottled water are not included. Breakfast is not included. The staff member who gave us the rundown was a blonde who I found to be unpleasant and passive-aggressive. She, like much of the staff, lacked warmth.She only got it together after I complained to her superior about her behavior directly. 2. The rooms: The rooms are probably the only saving grace of this hotel. They are objectively nice, but they are poorly planned and poorly maintained. The room remained incredibly warm throughout our stay because the outdoor shower door was not insulated. All AC air escaped immediately because of this. The plunge pool, which is advertised as a key feature was dirty upon arrival. My partner didn’t even feel comfortable using it at any point because the pool water was a unique color. The pillows are comically, large and hard which caused neck pain during my stay. 3. The service: This is where my gripe began. As previously mentioned, the front desk attendant was not very friendly, And the manager also was unfriendly and rushed us through the room tour. He did not inform us that there were no phones in the hotel and that you would have to use WhatsApp to contact Hotel staff directly. Every single time you want water, you have to leave your room and go fetch it yourself because there’s no one to call to come get it immediately. The water pitcher was incredibly small, and considering there was no other way to drink water in your room. I told him that it was my birthday when booking and nothing special was done for me. Not a candle, not a balloon nor Did staff wish me well during check-in. The girl who works at the restaurant was also rude and passive-aggressive. Going as far as to ask me to tip her for a service that she didn’t even provide, and then became visibly upset when I refused because she didn’t provide me a service that I needed to tip on. Once I tipped her for actual service after breakfast, her entire attitude changed. Nobody at this Hotel cares about hospitality or customer service. They seem to hate their jobs and want to make it as clear to staff as possible. The hotel: This five-star hotel sits on land with unfinished roads. To leave and return from the hotel requires expensive cab fares and an incredibly bumpy journey. An actual five-star hotel would pay to have their roads paved, regardless of the government’s neglect. The hotel has no common areas that are inside. Despite being in the jungle, there is nowhere to seek refuge from the heat and humidity other than your room. And remember the rooms are not very cold. You’re paying to access just a room and a pool. The pool itself is poorly maintained, pretty but not functional given that most people want to swim in pristine water. The property is small and more like a series of huts(the rooms) than an actual hotel. If the only thing you care about is Instagram-ready pictures then this is the hotel for you. No, no no Management: The manager is a joke, and I want to speak to him directly because I voiced these concerns with him in person, and the only thing that changed was the attitude of the service workers to my face, but everything else remained mediocre and quite frankly pathetic. He was incredibly defensive when I voiced my concerns and instead of assuring me that I would have an incredible stay going forward he again just seemed upset that I even said something. He has no passion for this work and he really should not have the job that he has. I’m Positives: The bartender and the other male front desk staff member were incredibly lovely. The welcome drink was delicious and the hotel was beautiful. I give this hotel, a rating of one star which they truly earned. I will say the service was not exceptionally worse than the service we experienced outside the hotel so I do implore that you reconsider even traveling to Tulum.

Incredible moment when one can enter and fade away in the middle of a sanctuary in the middle of the jungle. Every single detail, service, amenity, and attention you can have. You don't have the need to leave at any time. I want to thank the staff for being so attentive and helpful at all times, my room and pool were always kept very clean by the maids. I am not a Yoga person, but the class looks great. I loved soaking in the Jacuzzi after my massages and finishing with a steam bath. You have to try the shrimp burgers and tacos! I would love to see the French bread at the included breakfast, but the wide variety they had, I was totally satisfied. Thank you once again.

A Hidden Gem, and a Must-Return! Authentic hospitality, excellent service, delicious food, enchanting environment, beautifully designed rooms, serene pool, and laid-back Spa/Yoga space. What more could one want... What a find on my first trip to Mexico - a special place with special people. Integrated imaginatively into the jungle between Tulum Town and the Coast, it is perfectly situated to explore both. Tucked away from the main thoroughfares, but easily accessible, it is an oasis of chilled calm. All of the staff under Monique, the General Manager, were genuinely warm, friendly and helpful, and made you feel like family. The Front Desk were exceptional: Victoria, Rodrigo and Jose - always on hand to give advice and tips on how best to get around, where to eat, drink or swim, or happy to just to shoot the breeze, extending a warm welcome every time you came "home". One of those places where you leave, thinking, "I have got to come back here."